Case Study: Automating Patient Recall with Careline AI

Client Profile

Clinic Type: Optometry Group Practice

Location: New York Metropolitan Area

Patient Base: 8,000 active patients

Challenge: Low recall response rate and missed annual eye exams due to manual reminder

processes.

Challenge

The clinic struggled to re-engage patients for annual exams. Staff used traditional recall

methods — sending emails, postcards, and occasional phone calls — but response rates

were below 15%. Many patients ignored emails or didn’t answer unknown numbers, resulting

in thousands of overdue exams and lost revenue opportunities. Manual outreach was

time-consuming and inconsistent across locations.

“We were losing track of patients simply because we didn’t have time to call everyone,” said

the Operations Manager.

Solution

Careline AI launched an automated, personalized voice recall campaign. Each patient

received a natural, conversational call that referenced their specific situation — whether it had

been 12 months since their last exam, a missed appointment, or expiring vision benefits.

Careline handled responses, scheduled appointments directly into the clinic’s OfficeMate

calendar, and sent follow-up reminders if no appointment was booked.

Results

After 90 days:

- 3,200 overdue patients contacted automatically

- 1,050 appointments booked — a 32% recall rate improvement

- $140,000 in incremental revenue generated

- Staff saved 60+ hours monthly on manual recalls

- 90% of patients reported the AI sounded natural and helpful

“It felt like Careline remembered every patient personally — something even our best staff

couldn’t keep up with,” said Dr. Nguyen, the practice owner.

Key Takeaway

By using Careline AI for intelligent, personalized recalls, the clinic transformed missed

opportunities into booked appointments, boosted revenue, and freed staff to focus on

in-person care.→ With Careline AI, every patient recall becomes a personal conversation — and a booked visit.