Using AI to protect the human side of care at Metroplex Medical Centres

The problem

Like many healthcare organizations, as Metroplex Medical Centres grew from two to nine clinics they faced growing call volumes, staffing pressure and increasing administrative burden. Manual workflows could not keep pace and pulled staff away from patients.

Metroplex recognized that continuing down this path would only increase strain on teams and limit the organization’s ability to grow.

Metroplex chose a different approach: use AI to protect—not replace—the human experience.

The need

Metroplex needed to remove administrative burden quickly, without adding headcount, while preserving a human option for patients who prefer speaking with a person.

The solution

Metroplex implemented Phreesia VoiceAI as an AI-driven engagement layer to handle patient calls end to end—automating routine interactions while ensuring staff remain available for patients who need human support.

“Payments, scheduling and refills are exactly where AI helps. Instead of hiring more FTEs to do manual tasks, we are using technology to solve problems at scale,” said Sneha Patel, CEO of Metroplex Medical Centres. “Every call is captured and transcribed, so we know exactly what to do. The administrative burden is lower, and our team can focus on patients instead of chasing messages or re-entering data.”

The results followed. “Our revenue has increased, our costs have decreased and our efficiencies have increased. The work is easier than it has ever been because we took the administrative burden off our staff.”