AI Patient Scheduling for Podiatry: Frederick Foot & Ankle Reduces Scheduling Calls by 70%
“We've cut our call volume +60% already. And that number will increase as we fine tune new patients, and unique appointment types, like all those other little ones that we've put aside. That massive increase in our call volume would be very difficult to manage.”
— Daman Kaur, Operations Manager
Customer Profile
Customer:
Frederick Foot & Ankle
Type:
Podiatry Practice
(Foot & Ankle Multispecialty Clinic)
Locations:
3
Use Cases:
Switchboard, Appointment Scheduling, Waitlist Management, After-Hours Coverage
See what Prosper AI can do for your practice.
About Frederick Foot & Ankle
Frederick Foot & Ankle Specialists is a multi-location podiatry practice providing comprehensive podiatric medicine and surgery for 25+ years. The practice serves patients across three locations in two states, treating all ages from pediatrics to geriatrics for conditions ranging from sports injuries and diabetic foot care to complex surgical cases.
With providers managing high volumes of surgical and routine appointments, Frederick Foot & Ankle faced complex scheduling demands, including pre-surgical consultations, post-operative follow-ups, diabetic wound care appointments with specific timing requirements, and coordination with imaging and lab work, all requiring careful adherence to clinical protocols and insurance pre-authorization workflows.
Challenges Managing High Patient Call Volume
The podiatry group faced chronic patient scheduling and healthcare call center inefficiencies that directly impacted patient access and revenue:
- 20% of calls were dropped, with higher rates during peak volume periods, resulting in hundreds of patients unable to schedule appointments each week
- Patient frustration and revenue loss resulted from extended hold times as patients sought care elsewhere
- High staff turnover and burnout, creating inconsistent scheduling quality and constant retraining on complex booking rules
The team at Frederick Foot & Ankle knew change was needed, so the leadership team set out to find a solution that would improve patient access and streamline operations.
Solution: AI Patient Scheduling and Healthcare Call Automation
The practice implemented Prosper’s AI patient scheduling platform using an "Agentic AI" hybrid approach, where AI handles routine scheduling while humans manage complex or high-judgment cases.
How it works:
- AI voice agents automatically handle patient appointment scheduling, patient inquiries, and routine call handling
- Complex scheduling requests are routed to staff with full call context, eliminating scheduling team intake work by consistently following scheduling rules across every call
- Multilingual patient scheduling, expanding access without bilingual staff requirements
- Eliminates call abandonment by instantly scaling during peak volumes
- Identifies and fills same-day appointments and last-minute openings (cancellations, weather, holidays) that staff typically overlook
- Provides 24/7 appointment scheduling without additional staffing
“Prosper offered the most robust solution for what we were looking for. We wanted to build outgoing call agents as well and so some of the other companies we initially talked to didn't have that capability.”
Daman Kaur, Operations Manager
Implementation approach:
- Leadership mapped granular scheduling rules and ran "stress tests" with experienced staff
- 6-week ramp from pilot to full volume handling
- Built-in quality controls to maintain consistent AI performance
Impact
“Overall we're seeing great results. This is just the beginning and we have a lot more plans for Ava [the AI agent].”
Daman Kaur, Operations Manager
Our Customers Speak For Us
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“Prosper has redefined how our call center runs by simplifying intricate processes, shortening patient wait times and boosting efficiency, all the while sounding very human. They have automated 50% of our scheduling calls. The team’s ability to deliver at speed, and customize to our needs has been incredible."
Nathan Woelfel
COO at Northeast OBGYN
"We’ve been impressed by how consistently Prosper’s AI Agents verify pharmacy and medical benefits for drugs. They navigate payor decision trees, speak with payors, and extract the information for us, all automatically with AI. Quality assurance is paramount for us, and Prosper’s accuracy has been outperforming humans in side-by-side reviews.”
Lucine King
President
"We’ve been impressed by how consistently Prosper’s AI Agents verify pharmacy and medical benefits for drugs. They navigate payor decision trees, speak with payors, and extract the information for us, all automatically with AI. Quality assurance is paramount for us, and Prosper’s accuracy has been outperforming humans in side-by-side reviews.”
Michael Patrick
VP of Healthcare Provider Solutions
"We’ve been impressed by how consistently Prosper’s AI Agents verify pharmacy and medical benefits for drugs. They navigate payor decision trees, speak with payors, and extract the information for us, all automatically with AI. Quality assurance is paramount for us, and Prosper’s accuracy has been outperforming humans in side-by-side reviews.”
Michael Patrick
VP of Healthcare Provider Solutions
