The Problem: New Patients Were Calling and Getting Voicemail After 5 p.m.
Dr. Michael Tanaka runs Tanaka Foot & Ankle Care in Creve Coeur, Missouri. He's been in practice for fourteen years and sees patients for everything from bunion correction and ingrown toenail treatment to diabetic foot care, plantar fasciitis, sports injuries, and custom orthotics. He has two medical assistants, one front office coordinator, and a busy appointment schedule that books out two to three weeks during peak periods.
The front office runs well during business hours — but business hours end at 5 p.m. Monday through Thursday and noon on Fridays. That's when the website traffic doesn't stop. People with foot pain search for podiatrists at all hours. Someone who's been dealing with heel pain for weeks finally decides to do something about it on a Sunday afternoon. A diabetic patient whose primary care doctor recommended a podiatric evaluation Googles "podiatrist Creve Coeur" at 8 p.m. A runner with worsening arch pain searches for "plantar fasciitis treatment St. Louis" after their Saturday run. They all find Dr. Tanaka's website. And they all have the same two questions: does he accept my insurance, and how do I make an appointment?
His front office coordinator, Sandra, handled new patient intake with genuine warmth and thoroughness. But Sandra was there from 8 a.m. to 5 p.m. on weekdays. After that, new patient inquiries went to voicemail or the contact form and waited. Sandra returned every call the next business day — but "next business day" for a Friday inquiry meant Monday. Dr. Tanaka estimated that 6 to 9 new patient opportunities per month were lost because the response gap gave them enough time to find another podiatrist who had online scheduling or faster response times. At an average new patient value of $1,200 over the first year of care, that was as much as $10,800 per month in patient lifetime value evaporating due to a response window problem.
The Solution: A Chatbot That Handles New Patient Intake Around the Clock
Dr. Tanaka implemented an AI chatbot on the Tanaka Foot & Ankle Care website through Anchor Co AI. The focus was on two things: answering the insurance and appointment questions that drove after-hours inquiry traffic, and capturing new patient intake information so Sandra could prioritize callbacks with full context.
The chatbot was trained on the practice's accepted insurance plans — Medicare, Medicaid, and all major commercial carriers accepted — along with a clear explanation that coverage for specific services depends on the patient's specific plan benefits and diagnosis, which is verified at scheduling. It learned the treatment menu, including how to describe plantar fasciitis care, custom orthotics, bunion evaluation, nail care for diabetic patients, and sports injury assessment in plain, accessible language.
For new patient intake, the chatbot collected the patient's name, contact information, insurance carrier, the reason for their visit, and their preferred days and times for an appointment. Sandra received these as structured intake records each morning, ready to verify insurance and confirm appointments.
What the Chatbot Does
- Answers insurance questions: lists accepted carriers, explains that specific service coverage is verified at scheduling, and walks patients through what to have ready (insurance card, referral if required)
- Describes common treatment areas in accessible language — plantar fasciitis, bunions, ingrown toenails, heel spurs, diabetic foot care, custom orthotics, sports injuries — helping patients self-identify whether their issue is within scope
- Explains the new patient experience: what to bring, how long a first appointment typically takes, and what diagnostic tools the office uses
- Captures new patient appointment requests: name, contact, insurance carrier, reason for visit, preferred appointment times
- Handles existing patient questions: how to request a prescription refill, orthotic adjustment, or follow-up appointment after hours
- Answers questions about custom orthotics: what they are, how they differ from over-the-counter insoles, and what the fitting process involves
The Results
- New patient appointment requests increased by 43% in the first 90 days, attributed to after-hours capture
- $4,800 in new patient revenue recovered in month one from chatbot-captured intake forms that would previously have gone unanswered until the next business day
- Sandra's Monday morning callback queue dropped by 35% because many patient questions were fully answered by the chatbot without requiring a call
- Weekend lead capture increased dramatically — Saturday and Sunday inquiries now arrive as structured intake records Monday morning
- Custom orthotics consultations increased by 22% — the chatbot's clear explanation of orthotics generated appointment requests from patients who hadn't previously considered them
Why It's a Perfect Fit
Medical practices face a specific version of the after-hours problem: patients who finally decide to seek care often do so outside of business hours, when the motivation is highest. A person whose foot has been hurting all week finally decides to call on a Thursday evening. Without a way to respond immediately, that motivation dissipates, and the appointment never gets booked.
Podiatry has additional complexity around insurance that makes a chatbot especially valuable. Patients are often confused about whether foot care is covered under their plan and by whom. A chatbot that gives clear, accurate guidance — without over-promising coverage that depends on plan-specific benefits — removes a major barrier to new patient conversion.
For a practice of Dr. Tanaka's size, recovering even three to four new patient relationships per month through faster after-hours response represents a significant and compounding revenue improvement. Plans start at $29/month at anchorcoai.com/pricing.