How Resurrection Medical Group Uses Luna to Resolve 89% of Patient Calls

Challenge

Rising inbound call volume was putting increasing pressure on front desk teams. Missed calls could mean missed appointments and lost patients, while extending coverage traditionally meant adding more staff.

Resurrection needed a way to provide reliable 24/7 patient access without increasing headcount or compromising the patient experience.

Implementation: An Extension of the Front Desk, Built Around the Team

Steer did not replace Resurrection's front desk, it extended it. The onboarding team worked across the network's multiple sites to understand how each location handled scheduling, refills, lab and order status, and after-hours routing before configuring anything. Luna was tuned to verify patients the way the staff already did, by name and date of birth, and to hand off to a person exactly where human judgment was needed, so the AI absorbed routine volume without changing the experience patients expected. The team stayed close through launch, listening to real call handling and refining routing so that, in Dr. Patel's framing, Luna behaved the way a great receptionist would.

“Rather than thinking of Luna as just an AI bot, we see it as an extension of the front desk, someone who is always there, always consistent, and always focused on taking care of patients the way a great receptionist would," said Dr. Sunil Patel.”

Solution

Resurrection implemented FastTrackCare, with Luna, the AI voice agent embedded in FastTrackCare, managing inbound patient calls around the clock.

Luna answers calls in under two seconds, verifies patients by name and date of birth, accesses their chart, and handles scheduling, refills, orders, and routing end to end. Every interaction is documented back into the EHR with a complete audit trail.

Why It Matters

For a growing primary care network, patient access cannot depend entirely on front desk availability. With FastTrackCare, Resurrection can:

• Answer patient calls 24/7
• Reduce pressure on front desk teams
• Book appointments directly into schedules
• Resolve routine requests without staff intervention
• Maintain complete EHR documentation

The impact shows up in volume absorbed and access restored. Luna now answers 27,712 patient calls a month, books 2,044 appointments directly into the schedule, and resolves 89% of calls with no human handoff, all without adding front-desk headcount. Routine requests that once tied up staff are handled end to end, missed calls have given way to reliable 24/7 access, and every interaction lands back in the EHR with a complete audit trail.