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Patient Recall on Autopilot: AI-Powered Scheduling
HealthHelper’s AI agents took over full management of the FQHC’s recall tickler list in athenahealth, scheduling 200+ appointments a month at a 52% schedule rate.
Client Snapshot
Organization
Greater Seacoast Health, a multi-specialty Federally Qualified Health Center (FQHC) in New Hampshire
Patients Served
14,000+ unique patients across multiple locations and departments
EHR
athenahealth, where recalls are managed as “ticklers”
Solution
AI-powered recall outreach and scheduling, full management of the recall tickler list
Channels
Two-way text message and phone call
The Challenge
Greater Seacoast Health had solved one scheduling problem, and inherited another. To curb no-shows, late cancellations, and provider-led cancellations, the health center moved to a rolling three-month scheduling window, opening provider schedules only three months at a time. The strategy worked: no-shows fell and provider-led cancellations declined. But every patient who needed care beyond that window now landed on a recall worklist, and the list grew faster than staff could work it.
Manual outreach and one-way reminder tools couldn’t keep pace. The health center fell months behind on its recall worklist, and important follow-up care was slipping through the cracks: not for lack of clinical intent, but for lack of administrative capacity and an automated, AI-forward way to do the work.
The recall worklist grew faster than staff could work it.
By the Numbers
52%
schedule rate on recall outreach
200+
appointments scheduled per month
No backlog
recall backlog eliminated after being months behind, worklist now worked week by week
The Solution
After learning about HealthHelper’s AI-powered outreach and scheduling, Greater Seacoast Health made HealthHelper’s AI agents its first line of recall outreach, and handed over full management of its recall tickler list in athenahealth.
Full Tickler List Management
HealthHelper owns the recall worklist end to end, fully integrated with athenahealth.
Two-Way, AI-Powered Outreach
Automated AI agents reach patients by text message and phone call, and unlike one-way reminder tools, they schedule the appointment on the spot.
Proprietary Preventive Care Protocols
"Our partnership with HealthHelper has made a positive impact on our ability to provide meaningful, proactive care to our patients. With their assistance, we have been able to strengthen our chronic disease management efforts and improve our appointment recall processes..."
Tiffaney Burdick, Greater Seacoast Health
Results
The recall operation went from months behind to running on schedule:
52% of recall outreach now results in a scheduled appointment.
Greater Seacoast is fully caught up on a recall worklist that once ran months behind, and now works it week by week, so patients get important follow-up care scheduled on time.
More than 200 appointments are scheduled every month, including provider-directed recommendations for follow-up care.
Front desk workload is down, freeing staff to be more attentive to the patients in front of them at the health center.
Access to care has improved, patients who once slipped through the cracks are identified and scheduled automatically.
What’s Next
Months behind on your recall worklist? See how AI-first recall outreach catches you up, and keeps you there. Get in touch.
