How One Tampa Practice Eliminated Missed Calls and Replaced Its Answering Service with AI

When your front desk is simultaneously checking patients in, checking them out, answering questions, and trying to pick up the phone—calls get missed. At Health + Glow Primary Care and Med Spa in Tampa, that’s exactly what was happening. Voicemails piled up. Patients couldn’t get through. And the third-party answering service covering nights and weekends was generating complaints of its own.

Two months after deploying “Sophie”—the practice’s Talkie-powered AI agent—the picture looked completely different. Over 1,000 calls a month answered. Nearly 200 patient cases created directly in athenahealth. The answering service? Gone.

“My favorite thing about Talkie.ai is it can accept all our calls. It can take like 10, 15, 20 calls at the same time. And it can take down messages for us. We use athenahealth as our EMR. So it can create patient cases with the patient messages in there. So I love that, that we are not missing any calls.”
Jimmy Kallikadan CEO
  • 1,000+ Calls per month handled
  • ~200 Patient cases created in month two
  • 33%+ Of patient cases created after hours

Health + Glow Primary Care and Med Spa

Website:

https://myhealthandglow.com/

1 location

in Tampa, FL

AI agent Sophie

“joined” the team in early 2026

Automated processes:

• Appointment scheduling
• New patient intake
• Voicemail replacement
• Message for provider (patient cases in EHR)
• 24/7 after hours service

EHR:

Specialization: Primary Care

A Front Desk Caught Between the Phone and the Patient

Health + Glow is a primary care and med spa practice in Tampa, FL. The team wears a lot of hats—and before Talkie, staff were trying to answer phones while checking patients in and out and fielding in-person questions.

The result: calls went unanswered, voicemails stacked up, and patients grew frustrated trying to reach the office.

For after-hours coverage, the practice relied on a third-party answering service. But it wasn’t working well either—patient complaints made it clear the experience fell short.

Before engaging with Talkie we were dealing with a lot of missed calls, voicemails, patients unable to reach us. Our front desk was really struggling because they couldn’t attend the phones in a timely manner.

Jimmy Kallikadan
CEO at Health + Glow Primary Care and Med Spa

That’s when the practice started exploring AI—and found Talkie.ai. Soon after, AI “Sophie” was live and picking up every call the front desk couldn’t get to.

Deep Integration with athenahealth—Not Just Call Answering

What makes “Sophie” different from a typical phone solution is how tightly the AI agent works with the practice’s EMR. Sophie goes beyond picking up the phone. Every call triggers real action inside athenaOne—the system the team uses every day.

When a patient calls to schedule, “Sophie” verifies whether they’re already in the system. If they are, the appointment goes directly under their existing record. If they’re new, “Sophie” creates a patient chart in athenaOne from scratch.

She also routes appointments to the correct category and department automatically. And every message a patient leaves gets logged as a patient case inside athenaOne, complete with details, ready for the team to follow up.

If it’s a new patient, Talkie is able to create a new patient chart in athenahealth, which is so great for us because it saves us time. And then Talkie is able to put the appointment in the right category or the right department. So the integration with athenahealth has been amazing.

 

Goodbye, Answering Service

Perhaps the most immediate win was what AI “Sophie” replaced: the after-hours answering service that had been a source of patient complaints.

“Sophie” now covers nights, weekends, and holidays, with no drop in quality. She handles multiple calls simultaneously, so there’s never a busy signal, whether it’s a Tuesday morning rush or a Sunday evening.

The impact showed up fast. In just the second month, the AI agent created nearly 200 patient cases. Over a third of those were logged outside of business hours—inquiries that previously would have gone to the old answering service, or worse, nowhere at all.

Over one third of those patient cases which were created were created during off hours. That is really valuable to us because we would have missed out on all those patients. What if there were an emergency, or important cases?

That after-hours coverage also saved the practice money directly.

Now that Sophie is able to take those after-hour calls, we were able to let go of our answering service. So we were able to also save some money because of Talkie.

1,000+ Calls a Month Handled—And Growing

In a typical month, AI “Sophie” now handles over 1,000 calls. That’s a volume the front desk team simply couldn’t have managed while doing everything else their role demands.

Talkie can answer over a thousand calls in a month, which humanly we would not have been able to.

And the practice is still early in its journey. Jimmy expects the numbers to keep climbing.

“This is our month two, and already Sophie was able to create 200 patient cases. I’m sure in the month of April and forward, we’ll be seeing more patient cases. This way we will be more efficient, we’ll be able to get to our patients faster, sooner.”

For Health + Glow, Sophie solved two problems at once: the overwhelmed front desk during the day and the underperforming answering service at night. The team didn’t need to hire more staff or settle for a phone system that frustrated patients. They needed an AI agent that could keep up with their growth—and work directly inside their EHR while doing it.

I would definitely recommend Talkie.ai. The team is great. The team was very patient with us. We had a lot of expectations, and the Talkie team really came through.

Ready to reduce your front desk staff’s workload?

Talkie’s AI agents will help you instantly answer 100% patient calls, and significantly free up your front-end team.

  • Reduce your staff workload and burnout

  • Automate up to 85% of the most repetitive calls like scheduling, Rx refills, and FAQs

  • Reduce call center operational costs by 60%

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