Heliovia Medical came to Quixas with a problem that is common in healthcare practices and costly in ways that compound quietly: their admin team was spending the majority of their working day on the phone.
Not on complex clinical coordination. On scheduling.
Inbound calls routed manually. Every appointment booked by a person. Every after-hours call missed entirely. The team was efficient — but they were efficient at the wrong job.
The Problem
The admin team at Heliovia was handling every inbound patient call from the moment the practice opened to the moment it closed. That meant:
- Calls arriving simultaneously had to queue, with patients waiting on hold
- After-hours calls went to voicemail — and a significant portion of those patients never called back
- Every booking required a staff member to open the calendar, check availability, confirm the patient's details, and update the CRM manually
- Appointment reminders were sent manually or not at all, contributing to a no-show rate that cost the practice real revenue
The administrative load was not just a staffing problem. It was a patient experience problem. And it was invisible on the income statement until someone calculated how many missed after-hours calls converted to lost patients.
What We Built
Quixas deployed a Voice AI agent built on Retell AI and integrated directly with Heliovia's existing calendar and CRM systems.
The agent handles every inbound call — during business hours and outside them — with a natural, capable voice that patients interact with as they would any receptionist.
Call handling
The agent answers immediately, identifies the caller's need, and routes accordingly. Appointment booking, prescription enquiries, and general practice information are handled end-to-end. Complex clinical questions are escalated to a staff member with full context attached.
Appointment booking
The agent checks real-time calendar availability, offers the patient appropriate slots, confirms the booking, and sends a confirmation SMS — all within a single call. The appointment is written directly to the calendar and the patient record is updated in the CRM simultaneously.
After-hours coverage
The agent operates 24 hours a day, 7 days a week. Patients who call at 10pm to book a next-day appointment can do so. The practice wakes up to a full appointment list rather than a voicemail queue.
Reminder sequences
The agent triggers automated reminder calls 48 hours and 2 hours before each appointment. Patients who need to reschedule can do so in the same interaction.
The Stack
Voice layer: Retell AI
Orchestration: Python + custom call flow logic
Calendar: Direct API integration
CRM: REST API connector
Reminders: Automated trigger via n8nThe Result
70% reduction in admin load. The team that was spending most of their day on the phone now spends that time on patient-facing work that actually requires a human.
Specific outcomes measured within 60 days of deployment:
Zero missed after-hours calls. Every call that arrives outside business hours is handled. Patients book. Appointments fill. The practice no longer loses patients to unanswered voicemails.
Admin team redeployed. The hours recovered from manual call handling were reallocated to patient coordination tasks that the team had been deprioritising due to time constraints.
No-show rate reduced. The automated reminder sequence — something the practice had wanted to implement for years but never had the bandwidth to build — cut no-shows within the first month.
Same day deployment handover. The voice agent was live in production within three weeks of the build starting, and the admin team required minimal training because the agent handled its own category of work independently.
"Working with Quixas was a game-changer. Their team not only delivered on time but the AI system they built reduced our admin load by 70%."
Heliovia Medical, AI Voice Receptionist
If your practice is managing high call volume with a team that should be doing other things, the starting point is a 30-minute diagnostic where we map the call flow and show you exactly what an automated version would look like.
If your team is losing patients to missed calls or spending their day on scheduling instead of patient care, learn about our AI agent development and how Voice AI handles inbound calls 24/7.
