How a Multi-Location Eye Care Group Delivered Faster Patient Access Across Locations Without Adding Staff
Book a DemoResults That Speak Volumes
Real metrics from a Large Eye Care Practice’s implementation of AI-powered calling workflows
Meet Our Client
A Large Eye Care Practice
A fast-growing, multi-location ophthalmology and eye care group operating across Massachusetts, serving patients for:
- Comprehensive eye exams.
- Glaucoma monitoring and care gap follow-ups.
- LASIK consultations and procedures.
- Pre-op and post-op care.
- Diabetic eye exams and routine recalls.
The organization manages high inbound call volume, frequent outbound recalls, and time-sensitive clinical workflows, all while coordinating across multiple locations.
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Eyefinity
"Our staff was drowning in calls. Confido Health helped us bring structure, speed, and consistency to patient access without sacrificing patient experience. Urgent cases are handled immediately, recalls actually get completed, and our staff finally has breathing room."
The Challenge
Time-Sensitive Care. High Call Volume. Specialty-Specific Complexity.
Before Confido Health, the group struggled with staff time being spent handling routine inbound. With growing patient volume and limited resources, the team was overwhelmed.
The Confido Health Approach
Confido Health partnered with the organization to build a scalable patient access layer designed specifically for their clinics.
Baseline Audit
Analyzed call patterns, identifying repeatable non-clinical workflows that congested peak hours and delayed recalls, follow-ups, and urgent calls.
Specialty-Specific Workflow Design
Designed eye care–specific AI Assistants to handle scheduling, recalls, LASIK outreach, urgent routing, and payments inside existing systems.
Pilot and Scaled Deployment
Deployed AI Assistants for scheduling and recalls, then expanded to pre-op, post-op, urgent calls, and payments, reducing staff load across locations.
Key Milestones & Achievements
Real Outcomes for Eye Care Operations
Always-On Patient Access
AI Assistants completed 68% of patient calls, delivering 24/7 responsiveness without adding staff .
Fewer No-Shows
AI-powered confirmations and follow-ups drove a 50%+ reduction in no-shows and achieved a 92% confirmation rate .
FTE-Level Efficiency at Scale
AI saved multiple FTE-equivalent hours per location, every day, without retraining staff or changing existing systems.
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