The challenge
WorkMed California is an occupational-medicine practice serving workers and the employers who send them. Occupational medicine has a caller mix most clinics don't: the injured worker who needs to be seen, the employer or HR contact arranging the visit, and the adjuster or case manager chasing paperwork — each calling with urgency and each expecting a person on the line.
The timing is the hard part. Workplace injuries happen on early shifts, night shifts, and weekends, and the employer's obligation to get that worker evaluated starts immediately. With clinical staff in exam rooms during the day and nobody on the phone after hours, new-patient calls and employer requests went to voicemail at exactly the moments they mattered most.
The CallSphere solution
CallSphere deployed a healthcare AI agent — voice and chat — that answers and resolves every request instantly, 24/7. It handles new-patient intake for work-related injuries, captures the details the clinic needs up front — worker, employer, date and nature of injury, and who is authorizing the visit — answers routine questions about the practice, services, and what to bring, and books appointments directly, automating the front-desk workflow end to end.
It distinguishes an injured worker calling for themselves from an employer or case contact calling on their behalf, and routes each accordingly. Urgent or clinically sensitive situations are escalated to a human immediately — the agent never triages care, it makes sure the right call reaches the right person without sitting in a voicemail box first.
The results
WorkMed California now answers injured-worker and employer calls at any hour without adding front-desk staff. Off-hours injury calls that used to become next-morning voicemails are captured as scheduled visits with the intake details already recorded, employers get an immediate response when they need a worker seen, and the clinical team stays focused on patients in the building.