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From call volume chaos to capacity freedom

Heidi Team

20 January 2026•2 min read•
•

Max Mollenkopf

General Practitioner

Clinic

Whitebridge Medical Centre

Location

Newcastle

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Heidi Impact: Less noise, more connection

In the first month, Whitebridge Medical Centre saw measurable improvements that changed the rhythm of its front desk operations:

  • 45% reduction in routine admin time. Staff gained time for care, coordination and complex patient needs.
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  • 25% increase in new bookings with zero headcount. More calls were answered and fewer patients dropped out of the process.
  • 50% reduction in repetitive queries. Questions like "Are you taking new patients?" moved directly to the agent, easing workload of staff.
  • Faster patient access. Most calls reached the agent within one ring, reducing frustration and creating a better first-touch experience.
  • Continuous leaning. Each call strengthened Heidi's knowledge base and improved handling of new workflows and use cases.

    • Heidi Calls is the trusted AI partner that coordinates healthcare communication across voice, text and chat. We offer custom solutions to solve complex use cases across inbound and outbound calls to help reduce admin load and deliver better patient care. Speak to our team today.

    Meet Dr. Max Mollenkopf

    GP and healthcare innovator leading operations at Whitebridge Medical Centre. His background spans physiotherapy, emergency medicine, multi-country hospital work, and leadership as Medical Director at Teladoc ANZ. As a Fellow of both the Royal New Zealand and Royal Australian Colleges of General Practitioners, Max has long championed technology that strengthens frontline care. His focus is on modernising communication so his team can dedicate more time to complex patient needs.

    The Challenge: High call volume, limited visibility

    • High volume of repetitive calls like "Are you taking new patients?" and "Can I book next week?"
    • Individually simple but collectively consumed hours that could have gone to urgent patient needs.
    • Call transcription revealed hidden variability, "simple admin" often required context, judgment and exception handling. This made the workload difficult to scale reliably.
    • In addition, automation depended on MediRecords, requiring precise API setup for scheduling logic.
    • Early workflows occasionally broke in unpredictable ways.

    Heidi and Whitebridge Medical Centre iterated on routes and exceptions until automation operated as a reliable extension of the practice.

    The Solution: Scalable extension of the team

    • Heidi Calls was deployed to handle high-frequency, low complexity inbound tasks.
    • The agent manages new-patient enquiries, answers common questions, processes booking requests, and escalates complex issues to the team.
    • Every call is automatically summarised, giving the team full visibility and enable fast follow-up on urgent concerns.
    • Adaptive call flow: The system adjusts in real-time using the clinic's IVR, allowing full flexibility without losing control.
    • Modular and safe automations: Multiple agents were configured with different capabilities like API-enabled scheduling and knowledge-based for information handling.
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