Tampa Heart & Vascular
Custom bilingual AI voice agent integrated into athenahealth — saving 5+ hours/day and avoiding 2 hires.
Before BitLab
After BitLab
"What I love the most is that you guys have put AI to Tampa Heart. It's modeled to Tampa Heart. It's like talking to an employee at Tampa Heart."
The Challenge
A three-physician invasive cardiology practice in Tampa was drowning in approximately 200 inbound calls a day, all funneling through a single administrator.
Overwhelming Call Volume
Around 200 daily inbound calls funneled through a single administrator. Most went to voicemail with no capacity to answer.
Bilingual Patient Base
A large Spanish-speaking, mostly elderly patient base ruled out a generic phone tree or off-the-shelf bot.
EMR Integration Required
Needed software that could book directly into athenahealth, handle HMO authorization logic, and route prescription refills correctly.
Trust & Quality Bar
Skeptical patients and staff required a solution that sounded human and acted like a team member, not a generic answering service.
The Solution
BitLab built and shipped a custom AI voice agent — integrated directly into athenahealth, fluent in English and Spanish, and tuned to the practice.
Custom Voice Agent
AI modeled on Tampa Heart's own workflows — greeting, routing, scheduling, and refills all tailored to how the office actually operates.
athenahealth Integration
Direct EMR integration via the Athena Marketplace: new/established patient scheduling, HMO-authorization logic, and prescription refills written straight into the patient chart.
Bilingual EN/ES Tuning
Iterative voice and QA tuning until the Spanish sounded human — a real early source of patient friction that was solved, not hand-waved.
Edge-Case Engineering
Provider vacations, appointment-type availability, greeting changes, and a migration from direct API to the Athena Marketplace — handled with same-day turnarounds.
Ongoing Iteration
Near-daily call reviews feeding fixes and training data. Continuous improvement cycle with the office team.
The Results
The AI voice agent transformed daily operations at Tampa Heart & Vascular within weeks of deployment.
5+ Hours Saved Daily
Admin time returned to the team every single day — directly measurable from call handling offload.
2 Hires Avoided
The office would have needed two additional staff to handle the volume the agent now manages autonomously.
~50% Less Refill Work
Prescription refill requests routed directly into Athena and to the MA, cutting manual work in half.
Referrals Generated
A peer clinic asked for an introduction; an intro to a 3-location pulmonary group came from the build's quality alone.
Relationship Expanding
Now growing into outbound calling, an AI cardiology scribe, web scheduling, and voicemail — BitLab is becoming the clinic's product team.
Technologies
Services Provided
AI Voice Agent Development
Custom conversational AI tuned to clinical workflows and patient communication.
EMR Integration
Direct athenahealth Marketplace integration for scheduling, refills, and patient data.
Healthtech & Medtech
HIPAA-compliant healthcare software for regulated clinical environments.
Multilingual NLP
Bilingual English/Spanish voice tuning with iterative QA for natural conversation.
Ongoing Optimization
Near-daily call reviews, training data refinement, and continuous improvement.
"I cannot live without AI. I'm thinking it's saving at least five hours of work a day. I would have had to hire not one staff. I would hire two."
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