The challenge: Patients who couldn't get through went to a competitor

MedFirst Urgent Care operates 12 clinics across the Dallas-Fort Worth metro. Every clinic runs a front desk team that spends the majority of its day on the phone: booking appointments, confirming insurance details, answering basic questions about walk-in availability, and triaging symptom-based inquiries to the right provider.
During peak hours, hold times regularly stretched past four minutes. Patients who couldn't get through either walked into a competitor or simply didn't come in at all. MedFirst estimated they were losing 15-20 appointment bookings per clinic per week to abandoned calls alone. Across 12 locations, that added up to more than 800 lost patient visits a month.
Hiring additional reception staff at every location wasn't viable. The labour market for bilingual medical receptionists in DFW is extremely competitive, and turnover in front-desk roles was already running at 40% annually.

The solution: A virtual receptionist across all 12 clinics, in English and Spanish

Thrumble AI was deployed as MedFirst's virtual receptionist across all 12 clinics. The AI handles inbound calls in both English and Spanish, with natural voice delivery tuned to a warm, clear American English accent and a Latin American Spanish option for Spanish-speaking patients.
Every call follows a structured flow: the AI confirms the patient's identity, captures the reason for their visit, checks appointment availability in real time against MedFirst's scheduling system, and books the slot on the spot. For symptom-based calls, the AI follows a clinically approved triage script to route the patient to the right provider or advise them to visit their nearest clinic immediately.
Insurance details, patient demographics, and visit reasons are all captured and logged automatically during the call. No post-call data entry. No sticky notes on the front desk.

The results: The numbers speak for themselves

• 4,200+ inbound calls handled per month across all 12 clinics, with zero hold time.

• 91% of calls resolved autonomously. Only 9% required transfer to a human team member, typically for complex insurance queries or clinical escalations.

• 2,850+ appointments booked per month through AI, compared to the previous average of 2,100 when relying on human receptionists alone. A 36% increase in booking throughput.

• Average call handling time: 1 minute 42 seconds, down from 6 minutes 30 seconds with human agents.

• Bilingual capability (English and Spanish) deployed from day one, eliminating the need for a separate Spanish-language phone line.

• Patient satisfaction scores for phone experience increased from 3.2/5 to 4.6/5 within the first 90 days.

The commercial impact: $180K saved. $420K in additional patient revenue.

MedFirst is saving $180,000 USD per year in front-desk staffing costs across the 12-clinic network. That's the equivalent of three full-time receptionists, replaced by an AI that works every hour the clinics are open (and after hours too).
The 36% increase in appointment bookings translates to an estimated $420,000 USD in additional annual patient revenue, based on MedFirst's average visit value of $145.
Deployed across all clinics in under 6 weeks.

Zero hold times. 36% more bookings. $180K saved. Across 12 clinics, in English and Spanish.