Pine Park Health scales senior care scheduling with Retell AI voice agents
As Pine Park Health scaled to nearly 200 communities, phone-based scheduling consumed hours of Medical Assistant time daily — each call taking about four minutes — causing documentation lapses and rising no-shows during busy periods.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Reminder call triggered
Ava calls patients or responsible parties two days before each visit.
Tools used
Retell AIAvaJay
Outcome
Pine Park deployed two Retell AI voice agents — Ava for appointment reminders and Jay for proactive scheduling — freeing Medical Assistants from repetitive scheduling calls to focus on higher-impact coordination work. Results are described as significant and measurable.
What failed first
Pine Park built an internal ambient AI dictation system, experimented with self-built voice automation, and partnered with another vendor — none met clinical-level standards. Failures included latency disrupting conversation flow, inadequate pacing for seniors, and requiring engineering effort for every small update.