Reduction in patient response time
Decrease in no-show rate
Saved across reception teams
In operational savings
The Challenge
Greenline Health operates four clinics across Melbourne. Their reception team was overwhelmed — juggling phone calls, appointment bookings, prescription refill requests, and patient inquiries. Patients were waiting 4+ hours for responses to simple questions. No-show rates were climbing because appointment reminders were inconsistent. And the team had no visibility into which clinics were understaffed or overstaffed on any given day.
The Solution
Fluenci built a custom AI assistant that handles appointment booking, rescheduling, and cancellations via web chat and SMS. The assistant answers common patient questions (clinic hours, preparation instructions, insurance) and routes complex medical inquiries to the appropriate staff member. We also built an analytics dashboard that tracks patient flow, appointment utilization, and staff workload across all four locations in real-time.
“Our patients are happier, our staff is less stressed, and we finally have data to make smart decisions about staffing. The AI assistant handles the routine stuff so our team can focus on patient care.”
— Dr. Michelle Torres, Practice Manager, Greenline Health
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