How OC Surgeons Achieved 99% Patient Satisfaction with Steer

Challenge

Rising demand and outdated digital workflows were putting pressure on OC Surgeons' front office. High call volume and administrative burden made it hard to attract new patients, and limited visibility into feedback left reputation growth to chance. For a surgical group, the stakes were high: a missed booking, a pre-op no-show, or an undetected post-op issue all carry significant clinical and financial consequences.

OC Surgeons needed to answer three questions: how to attract more patients digitally, how to improve satisfaction and loyalty, and how to reduce admin work and missed revenue.

Implementation: Built Around a Surgical Workflow

Steer did not hand over a login and leave. The onboarding team started by mapping how OC Surgeons actually moves a patient from first inquiry through surgery and post-op follow-up, then configured FastTrackCare to fit that surgical lifecycle rather than forcing the practice into a generic template. Luna's call handling, the two-way SMS cadence, and the registration and payment intake were tuned to the group's 21-surgeon schedule and specialties, and the website was rebuilt and SEO-optimized in parallel. The team stayed close through launch, watching the first weeks of live traffic and adjusting routing and review timing as real patient behavior came in.

“The Steer team understood that a surgical practice runs differently from a walk-in clinic. They built around how we work instead of asking us to work around the software," the OC Surgeons team noted.”

Solution

OC Surgeons deployed FastTrackCare, Steer Health's omnichannel AI front door, to modernize patient access and automate engagement end to end.

Luna, the AI voice agent embedded in FastTrackCare, handles inbound calls, books appointments, and manages patient communication around the clock. The registration and payment workflow runs through pre-visit intake and eligibility verification, while post-visit follow-up and automated review generation build reputation at the right moment. The website was modernized and optimized for SEO, two-way SMS and 24/7 online scheduling were introduced, and patient experience tools were centralized for reputation management. Every agent action writes back to the EHR, bi-directionally, from day one.

Why It Matters

For a 21-surgeon group serving Laguna Hills and Mission Viejo, digital access is no longer optional. It is how patients choose where to get care. With FastTrackCare, OC Surgeons can:

• Attract and convert new patients digitally, 24/7
• Book appointments directly and cut day-of cancellations
• Reduce phone dependency and administrative workload
• Verify eligibility and collect at the point of service
• Build online reputation through automated review generation

The impact shows up across acquisition, experience, and reputation. In six months the practice logged 1,506 patient profile interactions, converted 91 online requests into 81 new patients, and reached a 99% satisfaction rate across 228 reviews. Digital visibility climbed alongside it, with 782 website clicks, 206 calls, and 518 directions requests, while chatbot and e-registration cut the practice's dependence on inbound phone calls. By modernizing its digital presence and automating scheduling, communication, and reputation management, OC Surgeons positioned itself as a modern leader in Orange County healthcare.