Appointment scheduling · Production

Pine Park Health scales senior care scheduling with Retell AI voice agents

The problem

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.

First attempt

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.

Workflow diagram · grounded in source
1
Reminder call triggered
trigger
“She calls patients or responsible parties two days before each visit”
2
Identity and appointment confirmation
ai_action
“verifies date of birth, confirms or reschedules the appointment, asks what the patient wants to focus on”
3
Chart documentation
output
“writes everything into the medical chart”
4
Escalation to Medical Assistant
routing
“If the patient becomes confused or uncomfortable, Ava transfers the call to a live Medical Assistant”
5
Proactive slot identification
ai_action
“He scans upcoming PCP availability, identifies residents who have not been seen recently”
6
Outbound scheduling call
ai_action
“calls to offer an appointment, verifies identity, and documents the result in the chart”
7
Scheduling result documented
output
“documents the result in the chart”
Reported 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.

Reported metrics
Scheduling call durationabout four minutes
Medical Assistant time consumed by schedulinghours of Medical Assistant time every day
Overall resultssignificant and measurable
Reported stack
Retell AIAvaJay
Source
https://www.retellai.com/case-study/how-pine-park-health-elevates-senior-care-with-intelligent-voice-automation
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

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.

What tools did this team use?

Retell AI, Ava, Jay.

What results were reported?

Scheduling call duration: about four minutes; Medical Assistant time consumed by scheduling: hours of Medical Assistant time every day; Overall results: significant and measurable (source-reported, not independently verified).

What failed first in this deployment?

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.

How is this appointment scheduling AI workflow structured?

Reminder call triggered → Identity and appointment confirmation → Chart documentation → Escalation to Medical Assistant → Proactive slot identification → Outbound scheduling call → Scheduling result documented.

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