Proactive patient communication with AI Agents

VGM Group plays a vital role in healthcare by supporting patients with essential services. Through its Homelink division, VGM ensures patients have access to transportation for medical appointments, provides critical medical equipment and supplies, and helps coordinate and remind patients about their care schedules. In order to streamline patient communication, VGM launched proactive AI agents.

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$1.5M

OPEX Savings

9 out of 10

customer satisfaction score 

30  Coordinators

reassigned to revenue generating value-add tasks 

Watch their success story

The challenge

VGM manages an array of different services which are operationally challenging and high-frequency. Since patient transportantion, appointment reminders, etc. are time-sensitive and require reliable communication, the challenge was to make sure patient receive the right info at the right moment, all while reducing strain on customer service teams.

Historically, these interactions were handled by teams manually, they were dependent on human coordination for both routine and critical tasks. VGM set themselves the goal of designing and launching AI agents that proactively communicate with patients and free up time for support specialist to focus on other areas.

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Monica Rogan
"It's been so encouraging to see all the metrics and capabilities that we set out to achieve with Proactive AI coming to fruition."
Monica Rogan
Chief Operating Officer @ HOMELINK

The solution

VGM implemented a network of proactive AI Agents that independently manage patient communication journeys across the entire Homelink division. These agents now proactively contact patients with appointment reminders, transportation coordination details, care-related updates, and other important information throughout the care journey.

Orchestrating these proactive workflows required some of the most complex configurations VGM had implemented to date. The rollout depended on new orchestration approaches and out-of-the-box solutions that had never previously been used within the organization. Deep research, rigorous testing, and cross-team collaboration were essential to ensure the journeys worked reliably at scale from day one.

The solution was specifically designed to maximize support for service teams by offloading routine coordination and communication tasks, allowing coordinators to focus their attention on more critical patient needs and operational priorities.

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The impact

Every proactive journey was successfully rolled out and results were achieved significantly faster than expected. After launching all journeys in one quarter, the solution reached its operational target within 4 months — months ahead of schedule.

The rollout delivered measurable operational and financial impact, generating $1.5M in operational expense savings while significantly reducing the routine coordination work handled manually by service teams. Turnaround times dropped by an average of one full day, and teams were able to output seven more orders per week per person. Employee productivity increased by 30% per hour — results that were achieved on the beta version alone. Customer satisfaction reached a score of 9 out of 10, reflecting the improved experience for both patients and providers.

As a result, 30 support team members were able to shift their focus to other operational priorities through reassignment and natural attrition — not layoffs — enabled by the efficiencies created through proactive AI communication journeys.

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30 coordinators shifted to revenue-generating tasks

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Operational targets hit months ahead of schedule

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1 day faster turnaround time, every order

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