How a Dermatology Practice Stopped Choosing Between the Phone and the Patient at the Front Desk
At Young Skin Dermatology, everyone wears many hats. The front desk team handles check-ins, check-outs, questions—and a phone that never stops ringing. Most of those calls were straightforward: scheduling requests, quick questions with easy answers. But each one pulled staff away from the patients standing right in front of them. On top of that, the practice was paying an external scheduling company to handle overflow—and the costs kept adding up.
After implementing Talkie.ai, the practice now has 1,300+ calls a month handled by the AI agent, fully integrated with ModMed. The external scheduling company gets a fraction of the volume it used to. And the front desk team finally has the bandwidth to focus on face-to-face patient care.
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1,300+ calls per month handled by Talkie
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Reduced costs by passing fewer calls to external scheduling company
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No missed details in documentation
Young Skin Dermatology
Website:
https://www.youngskinmed.com/1 location
in Connecticut
AI agent
“joined” the team in December 2025
Automated processes:
• Scheduling and appointment managing
• Prescription refills
• Transcription notes
• Voicemail replacement
• Message for provider
• New patient chart creation
• Phone triaging
EHR:
Specialization: Dermatology
A Front Desk Pulled in Too Many Directions
Young Skin Dermatology’s front desk was spending a disproportionate amount of time on calls that didn’t require a human touch. Scheduling requests, questions that were easy to answer but still took up time—each one pulling the team away from in-person interactions.
The real cost wasn’t just the minutes on the phone. It was the day-to-day tasks that kept getting pushed aside and the in-person interactions that suffered. And the practice was leaning on an external scheduling company to absorb the overflow, which was getting expensive.
We have a small boutique practice and a small team and everyone’s wearing many different hats. So when the front desk is getting a lot of scheduling calls or just asking questions that are easy to answer, but then take up time or take away from real-life patient interactions, it just started becoming a problem for us.
Teá Young
Operations Manager at Young Skin Dermatology
Better Notes Than the Ones Humans Were Writing
One of the most immediate benefits of implementing Talkie was better documentation.
Before Talkie, staff created notes from patient calls manually. Important details would get missed. The team would have to call patients back to ask what they said. For a medical practice, where documentation is everything, those gaps added up.
Talkie’s transcription notes changed that. Every call produces a detailed note, logged directly in ModMed EMA. The AI even asks follow-up questions to capture information a busy human might skip.
Before Talkie, it was always humans creating the notes, and a lot of the times they’re missing important details. Talkie is able to transcribe really accurately and efficiently. They ask the patient questions to get more information that maybe a human would have missed.
Cutting Costs on External Scheduling
The practice had been using a third-party scheduling company to handle calls the front desk couldn’t get to. It worked—but it was expensive.
After Talkie went live, the number of calls reaching that external company dropped significantly, helping Young Skin reduce their costs. Talkie handles the majority of scheduling requests directly, booking appointments straight into ModMed.
It used to be that they would be getting all those scheduling calls, and they were very costly. Now they get a fraction of the calls that they used to be getting because Talkie is really able to schedule the majority of them very easily.
A Partner Who Learns Your Practice
Like any new system, the early days had some hiccups. But the Talkie team invested the time to learn how the practice works and what it needed.
When patients had feedback or issues came up, Talkie’s Implementation Specialist dug into the details and worked through them with the practice collaboratively.
He really took the time to get to know us and what we needed. Any issues that we’ve had, we’ve worked through them together.
More Time for What Matters
The shift the staff noticed most wasn’t about technology. It was about time.
With 1,300+ calls a month off their plate, the front desk team now has room to focus on organizing the day, managing in-person interactions, and delivering the kind of patient care a boutique practice is built on.
The workload has been lightened for them, and they’ve been able to focus on the things that really matter and make a difference in their role, which is the patient face-to-face interactions and customer care.
See how AI agents could support your practice
Talkie’s AI agents will help you instantly answer 100% patient calls, and significantly free up your front-end team.
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Reduce your staff workload and burnout
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Automate up to 85% of the most repetitive calls like scheduling, Rx refills, and FAQs
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Reduce call center operational costs by 60%