Dermatology Partners, one of the largest physician-owned dermatology groups in the U.S. with 80 providers across 41 locations in Pennsylvania, Delaware and Maryland, deployed an agentic AI voice assistant from EliseAI. Currently, approximately 25% of AI-routed calls are resolved through appointment-related tasks, and the group's near-term goal is to exceed a 50% AI resolution rate.
The group manages between 2,000 and 4,000 inbound calls per day for appointments, clinical questions and referral coordination. Call volume surges early in the day and early in the week, with Mondays carrying roughly double the volume of Fridays. According to COO Andrew Frankel, many callers begin scheduling unprepared, which frequently extended appointment booking from an expected 5-7 minutes to 15-20 minutes, tying up experienced agents during peak periods. Voicemail calls were returned within 24 hours, which often created a cycle of missed callbacks. Leaders wanted a scalable system that could absorb surge capacity, protect new patient access and reduce reliance on voicemail without permanently increasing fixed staffing.
Because of its significant older patient population, the group ruled out text-dependent workflows and narrowed its evaluation to fully interactive voice AI able to manage the entire scheduling process conversationally. It chose EliseAI for its natural voice cadence, conversational accuracy and ability to integrate deeply into existing health IT systems.
The voice assistant was deployed within the inbound call queue to answer and schedule patient appointments. It integrates directly with the AdvancedMD practice management platform via API, reading real-time availability and writing directly to the appointment table for new, follow-up, rescheduled and confirmed visits. Non-appointment calls were initially transferred to live agents, but analysis of those transfers led the group to build workflows in which the AI captures medication refill requests, wound-care questions and other simple concerns as documented tasks. These tasks are written directly into the Modernizing Medicine EHR for clinical staff review and resolution. The deployment continues to evolve, and resolution rates have increased incrementally each month as workflows are refined. The group monitors handled calls, resolution type, scheduling success rates and backlog reduction daily.
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- Amity Township
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