Case Study: Total Access Urgent Care improves patient support and reduces front-desk calls with Capacity

Total Access Urgent Care Keeps a Pulse on the Community

Total Access Urgent Care (TAUC) has grown to 24 locations across St. Louis while striving to deliver fast, friendly, affordable care. As the organization expanded, its front-desk and support teams were overwhelmed by repetitive questions from patients and employees about insurance, services, scheduling, policies, and more. To scale support and improve access to information, TAUC turned to Capacity’s AI-powered knowledge sharing platform.

Using Capacity, TAUC now answers FAQs 24/7/365, reducing the need for patients to call clinics and giving staff instant access to accurate information. The chat feature has reduced front-desk call volume and helped improve check-in and checkout times, while also supporting internal questions about benefits, payroll, procedures, and supplies. Capacity has helped TAUC create a more efficient, patient-friendly experience with fewer interruptions for staff.

Total Access Urgent Care

Sarah Minkler

Senior Operations Analyst