Case Study
How a 6-Location Dermatology Practice Replaced a Scattered Phone System with One AI Receptionist
- fewer abandoned calls
- 90%
- average hold time
- <2s
- patient satisfaction
- 4.9/5
“FlowHealth feels like a partner in our practice. The team understands our needs, they're extremely responsive, and Emma hasn't just solved our staffing issues. She's allowed us to ramp up our strategic growth.”
About the practice
Clarus Dermatology is a dermatology practice with six offices across Minnesota. Clarus Dermatology partnered with FlowHealth to centralize inbound calls across all offices with Emma, their AI-powered receptionist.
The challenge
Clarus Dermatology is in growth mode, but hiring front desk staff to keep up with inbound call volume was a constant battle.
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Six offices, six phone systems. Each location managed its own phones independently, leading to hold times over 3 minutes.
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27% of calls going unanswered. More than a quarter of all calls were missed entirely.
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Rigid, one-size-fits-all agents. They had tried other Voice AI vendors but were disappointed by agents that couldn't adapt to their workflows.
Clarus needed a partner, not just a product.
How they use Emma today
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Centralized call handling. Emma answers inbound calls for all six Clarus locations, replacing a fragmented system where each office managed phones independently.
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Scheduling, questions, and triage. Emma handles appointment booking, answers common patient questions, and routes calls to the right Clarus team member when needed.
Results
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Every call answered in one ring. Hold times dropped from over 3 minutes to under 2 seconds. No more patients waiting or hanging up.
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Front desk staff freed up for patient care. With Emma handling routine calls, staff now focus on complex cases, in-office patient interactions, and delivering a better experience.