ClearView Medical cut no-shows by 58% with SMS scheduling

Company overview

ClearView Medical is a multi-location clinic network operating across Texas with 8 locations in Dallas, Houston, Austin, and San Antonio. With over 120 providers on staff, ClearView handles more than 15,000 patient appointments every month. Their services span primary care, urgent care, and specialist referrals, making them one of the largest independent clinic groups in the state.

Despite their scale, ClearView was struggling with a problem that affected every location: patients were not showing up for their appointments. The no-show epidemic was costing the network tens of thousands of dollars each month and creating cascading scheduling inefficiencies across all eight clinics.

The challenge

ClearView Medical was facing a compounding operational crisis driven by patient no-shows and outdated communication workflows. The problems were consistent across every location, but the lack of a unified system made them nearly impossible to address.

• 32% no-show rate costing approximately $41,000 per month in lost revenue across all 8 locations
• Front desk overload. Staff at each clinic spent 4 or more hours every day making manual confirmation calls to patients scheduled for the following day
• Patients not answering phone calls. Only 18% of outbound confirmation calls were actually picked up, meaning the vast majority of reminder attempts went unanswered
• No automated rescheduling. When a patient cancelled or failed to show, there was no system in place to automatically offer a new time slot or fill the gap
• Inconsistent follow-up across locations. Each of the 8 clinics had its own ad-hoc process for confirmations, leading to wildly different no-show rates and patient experiences

The front desk teams were stretched thin, spending half their workday chasing patients by phone while the phones rang with incoming calls they could not get to. The cycle was unsustainable.

The solution

ClearView Medical implemented Arnis to replace their manual confirmation workflow with an intelligent, automated SMS system. The rollout was designed to be gradual, starting with one pilot location before expanding network-wide.

• Automated SMS appointment confirmations sent 24 hours before each scheduled visit, giving patients a simple way to confirm, cancel, or request a reschedule via text
• "Ask Again" re-confirmation sent 30 minutes before the appointment time. Patients who had not yet responded received a second, brief check-in to reduce last-minute no-shows
• AI-powered rescheduling for cancellations. When a patient cancelled, Arnis immediately suggested the next available time slot at their preferred location and booked it through natural text conversation
• Timezone-aware scheduling across all Texas locations, ensuring that confirmation messages were always sent at appropriate local times regardless of which clinic the patient was visiting
• Forward-first call transfer. When patients responded that they needed to speak with someone directly, Arnis routed the call to the appropriate front desk within seconds

The system integrated directly with ClearView's existing scheduling platform, requiring no changes to their internal tools or provider workflows. Arnis handled the patient-facing communication layer while their staff focused on in-office care.

Performance over 9 months

Implementation timeline