Case Study — Virginia Urology
How Virginia Urology Cut Call Abandonment by 53% with Dash Voice AI
How a leading Virginia Urology group deflected over 2K voicemails while reducing staffing overhead by almost 20%.
Virginia Urology
7 locations · 47 providers · athenahealth
Specialty
Urology
Locations
7
Providers
47
EHR
athenahealth
Key Wins
53%
Call Abandonment Rate
Reduction
19%
Reduction in Staffing
Overhead
88%
of Calls Autonomously Handled or Intelligently Escalated by Voice AI
2,100+
Voicemails Deflected Through Case Creation Per Month
The Platform
What Is Relatient and the Dash® Platform?
Relatient is a patient engagement platform that helps healthcare organizations automate scheduling, streamline communication and reduce inbound call volume.
The Dash® platform combines intelligent scheduling, automated messaging and AI-powered voice technology to improve patient access and operational efficiency across every channel patients use to reach you.
Intelligent Scheduling
Rules-based engine across every channel.
Automated Messaging
Confirmations, reminders and recalls.
AI Voice Technology
Agentic Voice AI for inbound calls.
The Stakes
Why Patient Access Failures Hurt Growth
When patients can’t get an appointment quickly, the cost compounds — across revenue, retention and team capacity. The math behind broken access is unforgiving.
15–30%
of appointments go unfilled
Churn
Patients leave if access is delayed
Bottleneck
Call centers become a chokepoint
Burnout
Staff turnover and fatigue rise
01 — Context
The Goal
Virginia Urology, a leading multi-physician urology group serving the Greater Richmond area, faced challenges common to many growing specialty groups. High call abandonment rates, long hold times, and excessive handle times were creating barriers to care. Matching patients to the right sub-specialty provider added further complexity.
Virginia Urology set out to find a smarter approach to patient access, one that reduces friction for patients, staff, and providers alike.
“
There hasn’t been a time when Dash was wrong. Having all of this and being able to see exactly what happened with a phone call is so powerful. AI is only as good as the people who are behind it telling it what to do.
– Megan Kerrick, Director of Administrative Operations
The Challenge
- High call abandonment ratescreating barriers to care
- Complex sub-specialty provider rules across multiple locations
- Limited patient access outside business hours
- Rising demand for digital-first healthcare experiences
02 — Approach
The Solution
Virginia Urology implemented Dash®’s contact center
scheduling platform along with an AI-powered voice agent.
01
Contact Center Scheduling
The solution handled routine patient calls, intelligently routing each one based on patient needs and provider preferences.
- Improved scheduling accuracy
- Reduced staff complexity
- One source of truth across locations
02
AI-based Case Creation
Clinical requests previously left on voicemail are now captured and delivered directly to the care team via a case in their EHR.
- Always-on patient access
- EHR Automation
- Every interaction handled with precision
03
Agentic Voice AI
Dash Voice AI handles confirmations, cancellations and rescheduling so schedulers can focus on complex, high-value patient conversations.
- Automates routine inbound calls
- Real-time analytics give full visibility into every call.
- Scales without new headcount
“
“Within two days, one of our call center agents was referencing Dash as their co-worker. The frustration that they were feeling on the phone was going away.”
– Megan Kerrick, Director of Administrative Operations
03 — Outcome
The Relatient Difference
Dash Voice AI brought more than automation. It brought intelligence. Configured to reflect the unique rules and preferences of each provider, every interaction was handled with precision. Real-time analytics and call transcriptions gave the team full visibility into every call. But the most telling sign of success came from the staff.
“
“When we turned that on to the AI, it was like instantly the whole practice quieted.”
– Megan Kerrick, Director of Administrative Operations
Executive Summary
As patient call volumes increased, Virginia Urology needed a more efficient way to improve access without expanding call center staffing. By implementing Relatient’s Dash® Contact Center Scheduling platform and AI-powered Voice Agent, the organization automated routine scheduling tasks, reduced abandoned calls, improved patient access, and enabled staff to focus on more complex patient needs—creating a more scalable, efficient contact center operation while delivering a better patient experience.
50K+
Providers
24/7
Access
1
Platform
