Carbon Health eliminates missed calls and drives revenue after-hours

About Carbon Health

Carbon Health operates 81 urgent care and primary care clinics across the U.S., known for their tech-forward approach to accessible, modern healthcare.

Executive Summary

Challenge: When clinics close, phones go unanswered. After-hours staff is expensive, and patients seeking urgent care won't wait—they'll go somewhere else.

Solution: Hello Patient deployed Mia - our AI agent - to handle 100% of after-hours inbound calls, send booking links, and capture patient intent when staff aren't available.

Results: Zero missed calls during after-hours, 40% booking conversion from patients who receive links—unlocking potentially tens of thousands of appointments per year across 81 locations.

The Challenge

For urgent care, every missed call is a lost patient. When someone calls after hours with a sick kid or a sudden injury, they're not leaving a voicemail—they're calling the next clinic or heading to the ER.

Before Hello Patient, Carbon Health faced the same tradeoff every urgent care operator knows: staff the phones around the clock (expensive, hard to train, and hard to scale) or accept that after-hours calls go unanswered.

‍The urgent care dilemma:
‍Patients calling after hours need immediate answers—they won't wait. Staffing nights, weekends, and holidays is cost-prohibitive. Every unanswered call is revenue walking out the door to a competitor.

Why Hello Patient

Carbon Health's CEO, Kerem Ozkay, championed the partnership after recognizing Hello Patient's unique position in the market: a team with deep experience in urgent care operations.

‍1. Urgent care domain expertise:


Hello Patient's founding team brings first-hand experience running urgent care operations, giving them an unmatched understanding of patient workflows, scheduling complexity, and the realities of operating at scale.

‍2. Purpose-built for urgent care:
Mia isn't a generic voice bot adapted for healthcare. Unlike staff, the AI only has to be trained once on specific urgent care workflows—triage questions, appointment booking, waitlist management, and appropriate escalation.

‍3. Performance that proves it:
‍In a space full of voice AI claims, Hello Patient delivers measurable results. 40% of patients who receive booking links convert to scheduled appointments—with up to 34% completing visits—before EHR integration has even been implemented.

The Impact

The results exceeded Carbon Health’s expectations across multiple dimensions:

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The transformation went far beyond metrics. Carbon Health saw four major operational improvements, including positive impacts on speed and scale.

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What's Next?

Hello Patient's platform supports full scheduling and waitlist management—adding patients directly into the EHR without requiring a booking link. 
Carbon Health is rolling out deeper integration to unlock these capabilities across all locations.

They’re also expanding Hello Patient to full after-hours coverage across all 93 clinics, plus overflow coverage during the day.

The roadmap leads to Hello Patient becoming Carbon Health’s primary phone line for scheduling—with full EHR integration enabling direct booking and waitlist management at scale.

‍For urgent care operators the Carbon Health partnership proves what's possible when AI is built specifically for urgent care:

Major Takeaway

No more choosing between expensive staffing and missed calls. Patients are served instantly, even when clinics are dark.

This is a scalable model that transforms after-hours 
from a cost center into a revenue driver.
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