Case Study: Experity reduces missed and abandoned calls with Flip Voice AI

Experity cuts missed and abandoned calls by 80% with Flip

Experity, a provider of software and revenue cycle management (RCM) services for urgent care clinics, faced a challenge with its manual call center operations. High and unpredictable call volumes led to long wait times, abandoned calls, and inconsistent performance, which negatively impacted patient experience and the efficiency of its RCM services. To address this, Experity partnered with vendor Flip to implement its Voice AI solution.

Flip's Voice AI was integrated directly into Experity's platform, automating call answering to eliminate wait times. The solution from Flip significantly reduced friction, handling common requests like payments and insurance updates. This resulted in an ~80% reduction in both missed and abandoned calls, with ~40% of calls being fully automated. The partnership led to faster bill collection, improved operational efficiency, and evolved into a co-development relationship for future patient engagement tools.

Experity