62% of patient questions solved before the front desk sees them

The problem

Three clinics shared one front desk. Between check-ins, the receptionists answered a constant stream of messages: opening hours, insurance, prices for whitening, what to do after an extraction, and above all, moving appointments.

None of it was hard, but all of it was urgent to the patient asking. Phones rang through lunch, and the people standing at the desk waited while someone typed a reply to a message.

What we wired

• A support agent that knows Juniper’s price list, policies and aftercare sheets, written up with the team in Notion.

• Read and write access to the practice calendar, so it can offer, move and confirm appointments.

• Clear limits: anything clinical, any complaint and anything about a bill goes to a person with the full conversation attached.

What changed

Six in ten conversations now end without anyone on staff touching them, and patients rate the answers 4.8 out of 5. Phone volume is down by 40%, and the front desk has gone back to looking after the people in the waiting room.