The network needed a patient assistant live across 12 clinics fast, handling appointment booking, pre-visit preparation instructions and post-visit follow-up, and it had to behave differently per location and per doctor. Compliance was not a feature request; it was the precondition for the whole project.
Doing this manually meant front desks at every clinic juggling phones, prep calls and follow-ups, with no consistency and no audit trail, a non-starter in a regulated healthcare context.
The clock mattered too: the network wanted all 12 locations live in weeks, not quarters.
The solution
A HIPAA-compliant AI patient assistant went live per clinic, with compliance and consistency built in from day one:
Location-aware booking, the Booking Agent knows each of the 12 clinics and books into the right Google Calendar, so a patient always lands at the correct location and provider.
Doctor-specific prep instructions, per-doctor preparation guidance lives in the Knowledge Base, so the Patient Concierge Agent sends exactly the right pre-visit instructions every time.
Automated post-visit follow-up, the Follow-up Agent checks in after each visit via WhatsApp, SMS and the website widget, the channels patients actually use.
Audit trail on every interaction, each conversation is logged with the chat link in the CRM, giving the compliance team the audit record the project required.
Fast, consistent rollout, one instruction built and battle-tested in the Configuration Wizard, then versioned per location, let all 12 clinics go live in 4 weeks with identical behaviour.
All 12 clinics went live in 4 weeks, fully HIPAA-compliant, with each location behaving correctly and every interaction auditable.
