An AI receptionist that books straight into Practice Fusion
Grace answers every call for a presurgical psychology practice, applies its insurance rules, and books evaluations directly into the practice’s EHR, day and night.
- Industry
- Presurgical Psychology
- Location
- Phoenix, AZ
- Engagement
- Since May 2026
- Status
- Live
Scope of work
What did Arcadia Neuropsychology hire Cream Digital to do?
Arcadia Neuropsychology performs psychological clearances before surgeries such as spinal cord stimulator implants and bariatric procedures, all by phone. Referrals come from surgeons in many states, and a small office team was fielding scheduling calls, insurance questions, and cancellations. Dr. Brian Klinck asked for an AI receptionist that could book directly, follow the practice’s insurance rules, and hand off to staff when needed.
- Answer every call and book evaluations directly into Practice Fusion
- Apply the practice’s insurance and authorization rules before booking
- Route doctors’ offices and prior-authorization questions to the right person
- Handle cancellations, reschedules, and Spanish-speaking callers
What we did
What did Cream Digital build for Arcadia Neuropsychology?
- 01
Grace, the AI receptionist
Matches the caller to the referral on file, finds open slots, and books, moves, or cancels evaluations directly in Practice Fusion.
- 02
Insurance rules in the conversation
Grace checks the primary plan against the practice’s network and authorization rules, and patients can text a photo of their insurance card. Plans the office must review go to staff instead of being booked.
- 03
Office-hours routing
A router decides in code whether the office is open. During hours Grace can transfer to staff; after hours she books, or leaves a task for the morning.
- 04
Safety nets
A conflict check blocks double booking, and a backstop emails the office every 15 minutes if a caller mentioned cancelling but no cancellation was logged.
- 05
Marketing dashboard
A branded dashboard for content, Instagram, and research into what patients ask before surgery.
Built with
Retell AIPractice Fusionn8nMedical SupplaiFinished result
What was the result for Arcadia Neuropsychology?
Grace went live in July 2026. She books evaluations directly into Practice Fusion and had handled more than 230 calls by mid-September. Every booking is checked against the live schedule, and anything the office needs to review arrives as a task with the reason first.
- Evaluations booked into the EHR with no staff re-entry
- Every booking checked against the schedule to prevent double booking
- Insurance exceptions routed to staff instead of booked
- Cancellation requests caught even when a call ends early
“That's awesome. I'm actually fascinated by this. … Once you learn the steps and have the muscle memory, you could sit down and mess with this on a Sunday afternoon while you're watching sports, and have it all done for the whole week — which is perfect.”
Which Cream Digital services did Arcadia Neuropsychology use?
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