How Exer Urgent Care Drove 35% More Booked Visits With Maya, Solv’s AI Agent
Challenge
Exer Urgent Care operates more than 60 locations across Southern California. As the organization grew, Exer partnered with Solv to move more administrative work out of the clinic, including scheduling, registration, intake, and insurance workflows.
The phone remained a persistent source of interruption, with upwards of 100,000 inbound phone calls a month during the busiest times of year. A patient might be calling to ask about hours, insurance, availability, or whether Exer could treat their concern. If staff were busy with patients in the clinic, a simple question could turn into a callback, another call, or another task for the team to pick up later.
Exer saw the phone as the next opportunity to extend the operating model it had already built with Solv: make it easier for patients to get what they need without requiring clinic staff to facilitate every interaction.
“Phone calls can be really disruptive to clinic efficiency. You call a patient, the patient doesn’t recognize the number, they don’t answer, they call back. Hopefully your provider is in with a patient, so they can’t answer the phone. And so the process goes on. This creates friction points in the patient journey and slows down the entire clinic."
Solution
Exer deployed Maya, Solv’s AI agent, across its locations to handle inbound patient calls.
Maya answers 100% of inbound phone calls in natural conversation, 24/7 — letting patients skip both the phone tree and the hold time. She’s able to answer common questions, respond to patient needs, and take action while the patient is still on the phone. When a patient is looking for care, Maya can surface real-time availability and book directly into the Solv platform, which syncs with Exer’s EHR, Experity.
Instead of every call becoming work for someone inside the clinic, patients can get answers and take the next step in the same conversation. A question about open hours or services can become a booked visit. A patient calling while staff are occupied can still get their question about insurance coverage answered. If there’s a complex case or issue Maya can’t handle, she can route it to the right team based on topic. And the experience stays consistent across Exer’s locations.
Maya books directly into Solv, the same system that powers online scheduling, check-in, and registration — making the phone another entry point to the patient journey rather than a separate process clinic teams have to manage.
Results
48% of calls are resolved without reaching the clinic
For Exer, that means fewer calls interrupting the work happening inside its clinics. For patients, it means getting help no longer depends on whether someone at the clinic is free to pick up the phone. Across the organization, that’s saving 2,724 hours of staff time every month.
8x increase in bookings from phone calls
Maya has also turned the phone into a stronger source of booked visits. Since launching Maya, visits booked from the phone have increased 8x, with Maya now booking approximately 4,300 visits every month across Exer’s network.
“About one out of 20 bookings that Maya makes actually happens when we’re closed.”
— Rob Mahan, CEO, Exer Urgent Care
Maya can move a patient from question to booked visit in the same conversation, without asking them to call back, switch channels, or wait for staff assistance. And since she answers the phones 24/7, she gives patients another way to act on their intent even when clinic teams aren’t around.
35% increase in book-ahead volume
Since deploying Maya, Exer has also seen a 35% increase in book-ahead volume. Every open slot is wasted capacity if it goes unused. By making it easy to book while the patient is already on the phone, Maya helps Exer turn more existing demand into scheduled visits and fill more of the capacity it already has.
More book-ahead volume also gives clinic teams greater visibility into expected demand before patients arrive, smoothing out clinic workflow and helping patients get in and out faster.
The Impact
With Maya, Exer is seeing 70+ bookings per clinic per month, and the phones are ringing half as much.
Because Maya is an extension of the broader Solv platform, she brings Solv’s understanding of patient workflows directly to the phone. In just over two minutes on average, patients can get the answers they need without waiting on hold or creating more work inside the clinic.
Want to see what Maya could bring to your organization? Reach out to our team to learn more.
“Half of our calls are being resolved without requiring staff. That’s just huge.”
Ready to improve your patient experience at every step of their journey?
Solv syncs with your EHR to increase volume, revenue, & patient loyalty
Explore more case studies
CityDoc Case Study: 3x Payment Collection Growth with Solv Pay
For many urgent care operators, upwards of 50% of revenue now comes from patient responsibility; it’s never been...
Read more
