Inside the rollout
Harborview Dental Group runs six practices across the Bay Area, and recall calls, the reminders that bring patients back for cleanings and follow-up care, were the first thing to slip when front-desk staff got busy with patients in the chair. Missed recalls meant empty chairs weeks later and a slow leak of patients who quietly stopped coming back.
Our approach
We built a voice agent that calls, texts and handles the back-and-forth of rescheduling for every overdue recall, books straight into the practice management system, and only hands off to a human for anything outside a routine reschedule. It went live practice by practice so front-desk teams could see it working before it took on their busiest list.
Results at a glance
The recall list used to be the thing nobody had time for. Now it calls itself. Our hygienists are booked out further than they have been in years and my front desk is answering the phone instead of chasing it.
