Raleigh Orthopaedic is one of North Carolina’s largest independent orthopedic practices with 54 providers and six locations across the state. It has been specializing in musculoskeletal care for more than 100 years. Managing the daily call volume for such a large footprint – which spans busy clinics, surgery centers and therapy facilities – became increasingly difficult in the face of staffing shortages and rising patient demand. “One of the hardest things in a healthcare call center is staffing for Mondays versus Fridays,” said Ross Rigdon, COO of Raleigh Orthopaedic. “Call volumes are not consistent throughout the week. People often wait until Monday to call after weekend injuries or illnesses, which can mean ten times more calls than on a Friday, when we may only need a third of that staff. “And finding qualified staff always is a challenge, particularly in healthcare,” he added. To address these challenges, Raleigh Orthopaedic turned to vendor Relatient to help streamline patient access and reduce the strain on scheduling teams through the company’s Dash Voice AI. Powered by agentic AI, this conversational voice AI feature is part of the vendor’s Dash Schedule platform.

Full report : Artificial intelligence agents are helping manage that call volume and reducing staffing needs – a huge cost savings as employees shift to more complex responsibilities.