Case Study: ExpressCare reduces missed calls and boosts patient collections with Flip

ExpressCare cuts missed calls by 50%+ with Flip

ExpressCare, a network of urgent care centers, faced a significant challenge with its overwhelmed phone channel. Constant incoming calls for appointments, lab results, and general inquiries were going unanswered, creating patient access issues and pulling staff away from their primary duties. This lack of visibility and inefficient call handling led to missed opportunities for care. To address this, ExpressCare implemented an AI-powered solution from vendor Flip.

By using Flip's automation, ExpressCare was able to efficiently handle calls, providing immediate answers to patients and scheduling appointments directly. The solution delivered measurable results within the first month, including a more than 50% reduction in missed calls and a 15-20% increase in patient collections. Flip enabled ExpressCare to recapture lost visits, with nearly 70% of phone-scheduled appointments being kept and 20% of canceled appointments being rebooked, significantly improving patient access and operational efficiency.

ExpressCare