How Prosper AI Instantly Resolves 50% of Patient Calls for Northeast OB/GYN

Challenge

Northeast OB/GYN’s growth is one of the leading OB/GYN practices in San Antonio. Due to their popularity, their growth was outpacing its ability to consistently staff the front desk. They faced ongoing turnover and hiring challenges, making it difficult to keep reliable coverage across scheduling, phones, and benefits verification.

This unpredictability translated into fluctuating wait times on the phones. Some days patients connected quickly; other days, call spikes created delays and occasional frustration. The team was doing their best, but the constant pressure made it tough to maintain the level of responsiveness they aimed for.

“Our call center was handling thousands of calls a week, and it still wasn’t enough. Patients were waiting on hold, some were showing up without their benefits verified, and that created confusion at check-in. Our staff was exhausted, and it was costing us time, revenue, and trust.”

_{— Nathan Woelfel, COO at Synergy Healthcare Associates}

Solution

Northeast OB/GYN implemented Prosper as an AI partner across their entire patient access journey.



‍Prosper’s AI Front Desk Agent:

• Automated scheduling and cancellations using Northeast OB/GYN's internal scripts and EHR workflows.
• Verified patient benefits in real-time, ensuring patients arrived informed about coverage and costs.
• Waitlist management: identified openings and filled them automatically to increase appointment utilization.
• Smart routing and escalation rules ensured urgent or complex calls were warm-transferred to staff.

Prosper’s team provided a white-glove rollout, customizing tone, terminology, and logic to Northeast OB/GYN’s unique workflows through live test calls and weekly call reviews.

Rollout

The deployment started small and scaled fast. This phased approach allowed Northeast OB/GYN to validate performance, refine escalation rules, and build staff confidence before expanding to new patient intake and insurance updates.

• Week 1: 2 hours/day of live calls for existing patients.
• Week 2: 8 hours/day, covering full business hours.
• Weeks 3-4: Expanded to 24/7 coverage, including weekends.
• Phase 2: Added new patient intake and benefits verification to extend Prosper’s reach across the patient access workflow.

Within weeks, Prosper was handling real patient calls and integrated into Northeast OB/GYN’s daily operations.

Impact

Prosper’s AI agents now answer 100% of existing patient calls, resolving ~50% end-to-end. Appointments scheduled increased by 12%, despite the clinic operating with three fewer staff members on the call schedule. By capturing more calls and removing friction from the scheduling process, the clinic maintained a reliable patient experience during a period of reduced staffing and kept its team focused on the work that truly requires human oversight.

“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 Synergy Healthcare Associates}

Key Takeaway

Unlike static scheduling bots, Prosper’s AI acts as a true patient access teammate: handling appointments, verifying benefits, and preparing patients for visits. Northeast OB/GYN chose Prosper for its holistic approach and human-level partnership, bringing intelligence and empathy to every patient interaction.