How The Care Clinic is Transforming Psychiatric Care Across 34 Locations with Amigo

The Care Clinic is a psychiatric and behavioral health practice with 34 facilities across the United States. Their care model spans both in-person visits and telehealth video visits. The practice covers general psychiatry and has expanded into specialized programs including ketamine therapy and TMS treatment, serving patients across a wide range of mental health needs.

Running a practice at their scale requires managing a large, distributed network of providers whose schedules change monthly, across dozens of locations, for a patient population that often reaches out during some of the most difficult moments of their lives.

For a 34-location psychiatric practice, scheduling is a complex operation. Every inbound call required a staff member to manually look up provider availability, verify insurance eligibility, collect patient demographics, and complete the booking in their EHR (Charm). Patients calling in had to wait for someone to be available, and staff had to navigate simultaneously between the phone, the EHR, and the insurance system. The Care Clinic's blended workforce of employees and contractors gives providers the flexibility they value, but that same flexibility leads to constantly shifting schedules, creating complexity that makes static or rules-based automation ineffective.

At scale, the friction compounded with every handoff. New patients needed to be routed to the right facility based on their location, assigned to the right calendar type based on their insurance type, and booked within defined provider windows—all within a 72-hour time frame. Existing patients worked within an even tighter 48-hour window and required a different lookup flow entirely. For a lean operations team, manual scheduling meant capacity was always the bottleneck. The practice needed a way to handle the full scheduling flow 24 hours a day without asking patients to wait or requiring staff to be the connective tissue between every touchpoint.

Using Amigo's platform, The Care Clinic built a voice AI scheduling agent that handles inbound calls end-to-end, from greeting to confirmed appointment, fully integrated with Charm in real time.

With each call, the agent identifies whether the caller is a new or existing patient and starts building their profile. For new patients, it determines the nearest facility automatically based on their location so patients don't have to know which office to ask for. It then checks real-time provider availability in Charm, offering open timeslots only, and walks the patient through scheduling requirements.

Insurance handling also happens on the same call. The agent checks eligibility, routes the patient to the correct calendar type based on their coverage, and delivers detailed copay information before the appointment is confirmed. Demographic questions are woven into the conversation naturally rather than worked through like a checklist, and the agent ensures accuracy by reading back what it's collected before confirming the booking. By the time the call ends, the patient record has been created or updated in Charm, the appointment is booked, and an intake form has been sent to the patient's email.

The Care Clinic went from kickoff to deployment of custom clinical AI in less than 60 days.

The build required creating eight custom Charm API tools from scratch, covering patient lookup, provider availability, appointment booking, insurance eligibility, payer search, and more—none of which existed off-the-shelf. The integration had to be designed, tested, and refined against the real-world complexity of The Care Clinic's scheduling workflows.

For a non-technical operations team, the pace of iteration could easily become disorienting. Amigo addressed this by sharing detailed changelogs after every update, written in plain language so The Care Clinic's staff could follow exactly what changed and why. Weekly working sessions kept the team aligned, with SMS intake forms and expanded program scheduling ready to launch the following month.

Only one month after going live, the agent has a 100% call completion rate with zero failed or dropped calls. On evaluation during simulations across call quality metrics, the agent scores 100% on booking window compliance, insurance check completion, and cost statement delivery before booking.

The qualitative signal has matched the operational data. Dr. Arora described the engagement as “better than any team we've worked with.” A team member testing the agent reported, “the agent was talking to me just like how a person would. Honestly, going down that rabbit hole was a ‘wow’ moment.”

In one recorded call, a new patient made it through most of the conversation before stopping to ask whether they were speaking with a real person. The agent had sounded natural enough that they weren't sure. It identified itself as an automated scheduling assistant, and the patient continued without hesitation, leaving the call with a confirmed appointment, their copay in hand, and an experience that felt entirely human.