About Arkansas Pediatric Clinic

Arkansas Pediatric Clinic provides comprehensive, family-centered pediatric care for patients from newborn through adolescence, including well visits, sick visits, ADHD medication checks, immunizations, and weight checks.

The practice manages between 7,000 and 14,000 monthly patient calls across scheduling, insurance verification, and general inquiries, making efficient healthcare call center operations critical to maintaining patient access.

With a small front desk team handling both in-person and phone workflows, the clinic required a scalable solution to support growing demand without expanding headcount.

The Challenge: Scaling a Complex Healthcare Call Center with Limited Staff

Arkansas Pediatrics faced multiple operational bottlenecks common in high-volume healthcare call centers:

• Extreme seasonal call volume fluctuations from 7,000 to 14,000+ calls per month, leading to long hold times (up to 10 minutes), missed appointments, and call abandonment
• High staff turnover and burnout, as a five-person front desk team was responsible for managing both in-person workflows and thousands of monthly patient calls
• Complex scheduling across 39 appointment types, increasing the likelihood of booking errors and inconsistent patient experiences
• Insurance-based scheduling rules, including restrictions like one annual well visit for patients over age three, increasing staff workload
• Uneven provider utilization, with some providers overbooked while others had unused capacity

The Solution: An AI Voice Agent for Healthcare Call Handling and Scheduling Automation

Arkansas Pediatrics implemented Prosper AI as healthcare conversational AI platform to automate patient calls, scheduling, and administrative workflows.

The system follows a hybrid “agentic AI” model: AI handles routine, rules-based interactions, while staff focus on higher-complexity cases.

How it works:

• AI answers inbound patient calls and handles routine scheduling without staff involvement
• Eliminates call abandonment by scaling instantly during seasonal peak volumes of 14,000 calls monthly
• Scheduling rules are applied consistently across all 39 appointment types
• Insurance-specific booking restrictions are enforced automatically, reducing scheduling errors
• Provider schedules are balanced more intelligently, with the system surfacing availability from less-booked providers first
• Administrative tasks like prescription preparation and refill routing are automated, reducing manual workload

This approach enables true healthcare call center automation, allowing the practice to manage high call volume with greater consistency and efficiency.

Implementation: From Pilot to Full Operations in Two Weeks

Arkansas Pediatrics deployed Prosper AI in just two weeks.

The team mapped detailed scheduling workflows, including appointment types, insurance restrictions, and escalation logic. The rollout progressed from an initial live session to full-day coverage within 14 days.

Built-in quality controls ensured the AI voice agent consistently followed clinic rules and maintained performance as volume increased.

“Honestly, I don't think that we could have asked for a better team… I honestly can't think of anything [that could be better]... I really can't think of a single thing that I wish would be tweaked a little bit.”

Terri Hollis, CEO

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

Staff are no longer forced to balance phone volume with in-person responsibilities, leading to a measurable reduction in stress and improved day-to-day workflow.

“A huge weight has been lifted off their shoulders… I can tell a difference in their demeanor. It has relieved a lot of stress.”

Kristen Fowler, Operations Manager

What's Next: Expanding AI Across Healthcare Workflows

Arkansas Pediatrics continues to expand its use of Prosper AI across additional workflows:

• Weather-adaptive scheduling, automatically notifying patients and offering telehealth options during closures
• Expanded automation to additional administrative processes and patient communication workflows

This approach enables true healthcare call center automation, allowing the practice to manage high call volume with greater consistency and efficiency.

“I would recommend slowly integrating Prosper into every aspect… billing, PAs, triage… implementing it across the entire practice.”



Terri Hollis, CEO