Case Study – Stamp Medical
Stamp Medical is a family of medical providers across Arizona and Texas dedicated to improving patient quality of life through routine, affordable medical care. Whether patients have insurance, need lien-based care after an auto accident, or are paying cash, Stamp Medical’s mission is simple: be there when patients need them most.
As their practice grew, they recognized an opportunity to elevate their patient access even further.
Added 37 hours of call capacity per month, achieving 100% call answer rates including nights, weekends, and holidays—zero abandoned calls, compared to 24% previously unanswered. To provide this constant availability:
In either case, this far exceeds the capacity of a single full-time team member, who could only cover ~37 hours/week without 24/7 availability.
Stamp Medical’s success brought the kind of challenge every growing healthcare organization faces: how to maintain exceptional patient access while expanding rapidly. With 87 locations supported by five full-time call center staff, they identified clear opportunities for improvement:
The Capacity Constraints:
The Strategic Imperative:
Every unanswered call represented more than a missed connection. For new patients, it meant potentially choosing another provider. For existing patients, it created friction in what should be a seamless healthcare experience. For staff, the demand fluctuations made it difficult to consistently deliver the high-quality service they took pride in.
The team knew their patients deserved better access, and their staff deserved better tools.
The question wasn’t whether to improve — it was how to scale intelligently without simply adding headcount to a model that had natural limitations.
Gensail deployed Maria, a voice AI assistant designed specifically for healthcare call centers. Unlike traditional automation that frustrates callers with rigid menus and call trees, Maria engages in natural conversations, understands patient needs, and takes action — all in real-time.
Instant Availability at Any Scale: Maria is the first point of contact for every caller. Whether it’s 1 call at 3 AM or 100+ simultaneous calls during Monday morning rush, Maria handles each conversation with the same care and efficiency. No hold times. No busy signals. No abandoned calls.
10 Use Cases, Seamlessly Handled:
Human-AI Collaboration: Maria doesn’t replace the call center team — she empowers them. When a call requires a human touch or falls outside Maria’s scope, she transfers seamlessly to a team member with full context. The Gensail Platform includes a call management interface where staff can manage calls requiring follow-up, ensuring complete ownership and visibility into resolution.
Continuous Improvement: Built-in analytics reveal patterns in patient needs, unmet requirements, and opportunities to enhance service — turning every call into actionable intelligence for better patient care.
The transformation happened within weeks of implementation:
The Numbers That Matter
Capacity Expansion:
Perfect Availability:
100% call answer rate — every call, every time
Zero abandoned calls — down from 24% abandonment rate
24/7/365 coverage including nights, weekends, and holidays
Staff Transformation:
The Staff Perspective
“Gensail allowed us to evolve our team’s role. Maria handles the routine efficiently, which means our staff can dedicate their expertise to the patients who need personalized support.”
Stamp Medical isn’t stopping here. With Gensail’s foundation in place, they’re expanding into even more sophisticated automation:
Phase 2 Initiatives:
The goal? Ensure every doctor operates at full capacity while every patient receives immediate, personalized attention — impossible with traditional staffing models, achievable with intelligent automation.
If you’re experiencing growth, you’re likely facing similar challenges:
These aren’t signs of failure — they’re indicators of success and opportunity for strategic improvement.
Stamp Medical’s transformation demonstrated what’s possible when healthcare organizations think differently about patient access. The technology exists. The results are proven. The question is: what’s the right timing for your practice to make this evolution?
Healthcare organizations are evolving toward models that combine exceptional human care with intelligent automation. Patient expectations continue to rise, and the practices that thrive will be those that proactively enhance their service delivery.
Schedule a conversation with Gensail to discover how voice AI can help your business.
Connect with Gensail:
https://www.gensail.com | gensail@gensail.com
Join forward-thinking healthcare organizations like Stamp Medical in redefining what excellent patient communication looks like.
About Gensail: Gensail provides voice AI solutions designed specifically for healthcare call centers, combining natural language understanding with seamless human-AI collaboration to deliver exceptional patient experiences at scale.
