Appointment Scheduling for Healthcare
Automating secure patient intake and scheduling
Reduce response times, support patients faster, and scale effortlessly.
Karen
Healthcare Appointment Scheduling
The Problem
ACME Healthcare runs a network of in-home clinicians who deliver care directly to patients’ doors. But with personalized care came a growing operational headache, every appointment required a call to confirm availability and collect home access info before the visit. And their staff? Drowning in those calls.
Each one followed the same repetitive script: verify identity, check the address, confirm the time slot, ask about pets, parking, and access instructions. Multiply that by hundreds of appointments a day, and ACME’s teams were spending more time on the phone than focused on patients.
ACME teamed up with Bland to build a voice agent named Karen, a friendly, down-to-earth assistant with a soft midwestern charm. Karen’s job? Call patients ahead of their appointments and make sure everything’s ready for the visit.
The Solution
Here’s how it works:
Karen calls the patient on a recorded line and greets them warmly.
“Hello, uh, Karen from ACME Health on a recorded line. Am I speaking with [name]?”
Once identity is confirmed using address and zip code, she politely explains the purpose of the call:
“Hi [name]! So uh, I’m calling about your home for an upcoming appointment, is now a good time?”
If the patient can’t talk, Karen knows to politely end the call or reschedule. But when they’re ready, she gently walks them through the process, starting with their address to confirm we’re sending the provider to the right place.
If it doesn’t match, she asks for a date of birth instead and updates records automatically by making an API call.
Then, Karen confirms the appointment time:
“Thank you [name] So uh, your appointment is scheduled for [timeslot], your provider might call ahead of time to confirm. Sound good?”
From there, Karen gets into the nitty-gritty, pets in the home, the type of residence, access instructions, and parking. She uses short, clear phrases, with natural transitions like:
“Great, so real quick, just need to uh confirm a few details about the location…”
The Result
No corporate talk. No repeating. No pressure. Just calm, concise questions with a little personality.
Once everything’s covered, Karen wraps up politely, thanks the patient, and confirms that the provider is all set for the visit.
For ACME Healthcare, this changed everything.
Bland now handles the entire pre-visit confirmation process—end-to-end—without human help.
And because every call is logged and structured, ACME’s operations team can review performance, fine-tune messaging, and keep improving the patient experience. All without lifting the phone.
Our customers’ customers are the real endusers, and everything we build is designed with them in mind.Isaiah GranetFounder and CEO of Bland
Patients call. Bland books appointments. No holds, hassle, or missed calls.
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