ClarityScope Optometry

The challenge

Before

ClarityScope Optometry was running four branches under one brand, and every front desk was buried in the same three jobs: confirming appointments by phone, chasing insurance pre-authorisation documents, and following up on reminder no-shows. Each branch was losing roughly six hours a day to phone-and-paper work — call-backs, voicemail tag, scanning insurance forms, and emailing carriers for clarification. Leadership didn't want to rip out their existing practice management system or hire four more receptionists. They wanted one focused automation that played nicely with what they already had.

• ~6 hours/day per branch lost to appointment confirmation calls
• Insurance pre-auth documents printed, scanned, and emailed manually
• No-show rate dragging down per-branch revenue
• Reminder follow-ups handled inconsistently across the 4 locations
• Front desk staff working through lunch to keep up with calls
• Insurance pre-auth turnaround averaging 3 days
• No central queue for exceptions — each branch handled its own escalations
• Existing PMS in place — no appetite for a rip-and-replace

The solution

What we built

We ran our 4-week Business Automation Package. Week one we co-decided the scope: appointment confirmation and insurance pre-auth — the two workflows draining the most hours, run as one connected agent. We built directly into their existing PMS rather than around it. The agent: (1) confirms appointments via SMS and email, with two-way reply handling, (2) classifies insurance pre-auth documents arriving by email and scan, extracting the carrier, plan, and pre-auth status, and (3) escalates anything outside its confidence threshold to a shared human queue — no silent failures. Friday demos every week. By week four it was running against real patient traffic across all four branches. The 30-day post-launch tuning surfaced about a dozen edge cases on insurance plans, all resolved before handover.

How the system flows

1. Appointment booked in PMS→AI agent sends SMS + email confirmation
2. Patient reply→AI parses intent (confirm / reschedule / cancel)→updates PMS
3. Insurance pre-auth document in inbox→AI classifies carrier, plan, status
4. High-confidence pre-auth→auto-filed against patient record in PMS
5. Low-confidence document→routed to shared human exception queue
6. Reminder cadence→AI agent triggers 7-day, 24-hour, and 2-hour touches
7. Branch dashboard→live view of confirmations, exceptions, and pre-auth status
8. 30-day post-launch tuning→12+ insurance edge cases resolved pre-handover