Unanswered calls drive patients to competitors-AI offers a solution

Amol Nirgudkar, co-founder and CEO of Patient Prism, argues that medical practices lose patients when they fail to answer calls promptly—and AI-powered voice agents could address this gap. The core issue begins with unanswered phone lines.

Research shows that patients who reach a practice’s voicemail often abandon the call without leaving a message. They then move on to the next provider listed in their search results. Data indicates that between 25% and 30% of calls go unanswered during regular business hours, while other messages remain unreturned for extended periods. This pattern also drains marketing investments, as dissatisfied patients switch to competing practices.

Front desk teams frequently face overwhelming workloads. Many staff members are trained primarily to process requests rather than resolve complex issues, and labor costs have climbed significantly since the pandemic. Nirgudkar explains that AI voice agents can manage repetitive tasks, such as scheduling follow-up visits or reminder appointments, without eliminating human roles. The most effective approach involves deploying AI to handle overflow, weekend, and after-hours calls, while directing urgent messages to staff for follow-up.

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AI demonstrates particular strength in managing straightforward interactions, including appointment confirmations or basic inquiries about ongoing patient care. However, it remains less effective with subtle issues, such as insurance coverage details, deductible calculations, or copayment questions, areas where human expertise is still essential. Practices implementing AI solutions have observed reduced wait times and fewer missed calls, though successful adoption hinges on staff readiness to incorporate these tools.

Nirgudkar emphasizes that AI does not need to address every challenge at launch. A single, targeted application, such as managing overflow calls, can enhance patient access before expanding to additional functions. The priority lies in maintaining a balance between automation and human support, allowing staff to concentrate on higher-value responsibilities.