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Enhancing Access & Revenue: AI-Powered Follow-Up and Call Answering
How Metropolitan Family Health Network turned ED discharges and a busy phone line into booked care, with 80% of ED follow-up outreach converting to a scheduled visit.
Client Snapshot
Organization
Metropolitan Family Health Network (MFHN), a Federally Qualified Health Center in New Jersey
Patients Served
14,145
EHR
eClinicalWorks (eCW)
Solution
Transitions Helper (ED follow-up) and Call Helper (inbound calls)
Channels
SMS text and phone
The Challenge
An ED visit is often the moment a patient most needs primary care, and the moment they are most likely to slip away from it. MFHN, a New Jersey FQHC, receives hundreds of ED discharges each month through weekly reports set up with RWJBarnabas Health. MFHN once ran its own outreach program to bring these patients back in, but had to shut it down for lack of staff and resources, leaving missed revenue and important care on the table.
Phone access was a second gap. Fewer than half of the calls to MFHN’s Adult Medicine department were being answered. Patients who couldn’t get through couldn’t book, confirm, or reschedule, which limited access, drove unnecessary no-shows, and left open appointment slots unfilled.
Fewer than half of Adult Medicine calls were answered, and ED follow-up had no one to run it.
By the Numbers
80%
of ED follow-up outreach cases converted to a booked visit (September 2026)
15%
of booked visits from ED follow-up are new patient appointments, driving valuable growth
90%+
phone call answer rate, up from below 50%
The Solution
MFHN partnered with HealthHelper, which combines data, AI agents, and services to take this work off the front desk. Everything runs directly in MFHN’s eCW, coordinated with the MFHN team.
ED Follow-Up Across Every Department
Transitions Helper went live in January 2026 across all MFHN departments and locations, including Adult Medicine, Pediatrics, Women’s Health, and Dental. HealthHelper reviews each ED discharge, reaches patients by text and phone, and books the follow-up visit in the same conversation.
Every Visit the Patient Needs, Not Just One
While booking the ED follow-up, HealthHelper also schedules the preventive, new-patient, and follow-up visits a patient is due for, and works with MFHN to keep the patient panel accurate in eCW.
AI-Powered Call Answering
“HealthHelper’s AI services helped us capture revenue we were leaving on the table.”
Scott Carey, Metropolitan Family Health Network
Results
ED follow-up and call answering both moved from missed opportunity to measurable growth:
80% of ED follow-up outreach cases converted to a booked visit in September 2026: 141 visits from 177 cases.
Monthly bookings grew 2.2× from the launch quarter, with September up 53% over August.
15% of booked visits from ED follow-up outreach are new patient appointments, driving valuable growth.
Phone call answer rate increased from below 50% to over 90%.
Call Helper schedules or reschedules 220+ office visits and routes about 100 refill requests to the care team every month.
What’s Next
Want results like these at your health center? Get in touch.
