“First principles” is the practice of breaking a complex problem down to its most fundamental truths, solving for those, and building back up until you’ve conquered the bigger objective. Elon Musk made the term popular because it’s how he pushes his teams to innovate. It also happens to be a useful way to think about one of healthcare’s most overused phrases: patient access.

Patient access is one of those words that means different things to different people. Strip it down, though, and it’s about one thing: the set of processes that determine whether and how a patient receives care.

So what’s the most fundamental truth underneath it? It’s how a patient makes an appointment with their provider. Not just the mechanics of booking, but how in tune the clinic is with what its patients actually need, and what it does to reach out proactively based on those needs.

In other words, patient access starts with knowing your patients and regularly checking in to see how they’re doing.

Simple in theory. Much harder in practice. No ambulatory clinic can afford to staff a team dedicated to proactively call thousands of patients, one by one.

This is where conversational AI fits.

Here’s a real world example of how conversational AI made a vast improvement in patient access for one of Clarus’ customers. A primary care practice had roughly 1,800 patients overdue for a wellness visit ranging from six months to two years since they were last seen. Our conversational AI platform, Engage, manages AI agents that call and text those patients to check in and help them schedule. Over a 30-day period, 212 of them booked a visit — nearly 12%. That’s 212 patients with access they didn’t have a month earlier.

There are hundreds of campaigns like this in production across clinics and home health agencies nationwide — procedure follow-up, in-home nurse visits, medication adherence, and a range of chronic care gaps.

None of it is complicated. It’s solving the first principle of access through consistent, needs-based communication: asking patients how they’re doing and whether they need help. That’s how conversational AI is making a difference today.

As one VP of Ambulatory Operations at a 72-clinic health system recently put it: “This way of communicating with patients will be how it’s done in the future. So to the extent we can get going now, why wouldn’t we?”

Acquisition positions Clarus among the leaders in conversational AI across the ambulatory, home health, and MSO segments

NASHVILLE, Tenn. — June 18, 2026 — Clarus, a call management and patient engagement platform for growing healthcare organizations and a subsidiary of Graham Holdings (NYSE: GHC), today announced the acquisition of Flowline Health, a leading provider of conversational AI and patient engagement.

Combined with Clarus’ 10+ years of experience and over 60 million patient interactions, Flowline’s expertise uniquely positions Clarus to help healthcare organizations deliver a higher level of care, make staff and providers more productive, and capture revenue they’re losing today.

Clarus is proud to offer a suite of leading products in this space, backed by a decade of knowing what actually happens when patients call. Clarus handles more than 14 million patient calls a year for medical practices and health systems nationwide, and the addition of Flowline extends that platform with conversational AI across both voice and text.

Most healthcare organizations are adopting conversational AI for the first time, and what sets the combined company apart is the ability to make it produce real results. Flowline’s technology, paired with Clarus’ scale and experience, gives healthcare organizations a path to deploy conversational AI and see real outcomes quickly, not just run another pilot.

The combined platform meets patients on the channels they use, by phone and by text, and works across both inbound and outbound. Clarus answers the inbound calls and messages that keep a practice running, while Flowline strengthens engagement on both sides, reaching patients proactively to confirm appointments, close care gaps, and follow up on the outreach that too often falls to overextended staff. The result is one platform built for the full range of patient communication, rather than a patchwork of point solutions.

The acquisition reinforces Clarus’ commitment to the ambulatory, home health, and MSO segments, where conversational AI can help close persistent gaps in patient communication: missed follow-ups, unanswered calls, and manual outreach that pulls staff away from patient care.

“Gabe and I started Flowline because we believed conversational AI would become foundational to the future of healthcare operations,” said Andrew Bull, co-founder of Flowline Health. “Deploying our solutions in the real world has been tremendously rewarding. Joining Clarus, a leading platform already handling millions of patient interactions a year, lets us put our technology to work for practices at a real scale, and do what we always dreamed of: help patients and providers every day.”

“Clarus and Flowline have always been chasing the same thing: ensuring patients have world-class access to care, and providers can run sustainable businesses,” said Gabe Mamallo, co-founder of Flowline Health. “Coming together lets us serve patients and providers, across voice and text, in a way neither of us could alone. I’m excited about what we’re going to build for the practices and patients who count on us.”

Clarus and Flowline will share more about the combined product roadmap in the coming months.

About Clarus

Clarus is a call management and patient engagement platform for growing healthcare organizations, handling more than 14 million patient calls a year for practices and health systems nationwide, built on 10+ years of experience and over 60 million patient interactions. Clarus is a subsidiary of Graham Holdings (NYSE: GHC). Learn more at claruscare.com.

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If you work in a healthcare practice or medical setting, you know the phones never really stop. Messages pile up, and staff can spend hours triaging voicemails between patient appointments. This isn’t a staffing problem; it’s a systems problem. Outdated call management systems simply can’t keep up with today’s patient expectations. With the evolution of technology, artificial intelligence (AI) is now equipped to reduce call volume while helping staff reclaim their time. 

Why Legacy Answering Services Are No Longer Enough 

For decades, healthcare practices have relied on the same playbook: voicemail, front desk staff, and third-party live call operator services to manage inbound patient calls. It worked well when call volumes were manageable, and patient expectations were lower. That’s no longer the world we’re operating in. 

Today, nearly half of all patient calls go unanswered. Staff spend up to five hours a day on non-clinical patient communication. Live operator services are expensive, error-prone, and nearly impossible to scale when volumes spike. Patients are put on hold, misrouted, or told to call back the next morning. 

The result is lost revenue, damaged patient trust, and staff burnout. Legacy systems weren’t built for this much volume, and adding more staff will only provide a short-term solution. 

What Does AI-Powered Patient Communication Mean? 

AI-powered patient communication for healthcare, like Clarus, uses artificial intelligence to handle the operational side of inbound patient calls, answering, sorting, transcribing, routing, and documenting, without requiring a human to manually touch every interaction. That doesn’t mean removing the human element from patient care. It does, however, mean removing the roadblocks that can get in the way. 

The core capabilities typically include: 

How AI Patient Communication Works in Practice 

The best AI patient communication systems are built to handle daytime and after-hours calls, giving your patients access 24/7. During the day, incoming calls are routed through a customizable IVR and sorted by priority and type. Staff can review each call through a dashboard that stores each patient’s details with the transcribed message already waiting for them. 

AI makes the biggest difference in inbound after-hours calls. Rather than relying on a live operator, an AI-powered patient communication system answers the call immediately, triages them by urgency, and routes them to the right department. Urgent after-hour calls go directly to on-call providers. Non-urgent calls are captured and held for staff to review in the morning.  

What to Look for When Evaluating an AI Patient Communication System? 

When you’re evaluating an AI healthcare patient communication system, there are a few things you should look for. 

Clarus delivers on all of that and more. Built for independent practices, home health agencies, healthcare systems, and MSOs, Clarus is a 24/7 AI healthcare patient communication system with real, measurable impact. Healthcare practices that use Clarus see a 30-40% reduction in call volume and save a minimum of three hours per staff member per day. With error-free call routing that eliminates missed calls, Clarus is designed to handle the full complexity of your patient communication.  

Better Patient Communication Starts Here 

Patient communication is one of the most important touchpoints a practice has. For too long, legacy systems managing it have not been able to keep up. With an AI healthcare patient communication solution like Clarus, medical practices and health systems are able to handle every inbound call, document every interaction, and ensure every patient is taken care of. For staff, that means fewer hours spent manually responding to messages. For patients, it means faster responses and a better experience. Organizations that make the switch don’t just run more efficiently; they communicate better and keep patients for longer. Contact us today to see how Clarus can improve your practice. 

The holiday season is one of the busiest times of the year for healthcare organizations. With an influx of patient calls and messages on top of flu and cold season, long hours can quickly lead to healthcare staff burnout. Efficient call management solutions can reduce call volume, shorten hold times, and minimize stress, helping your team work more efficiently while maintaining a healthy work-life balance.

The Impact of High Call Volume on Staff

Healthcare professionals spend much of their day communicating with patients, whether it’s face-to-face or following up via phone call or message. It can get even more hectic during the holiday season with increased patient visits due to cold and flu-like symptoms at their peak during Thanksgiving and Christmas. This high call volume can overwhelm staff, contributing to staff burnout and even affecting patient satisfaction.

Mismanaged calls not only increase stress but can also cause slow follow-ups, create bottlenecks, and make everyday tasks feel unmanageable. Finding a way to manage high call volume is essential for keeping staff engaged and efficient during this busy season.

How Call Management Reduces Healthcare Burnout

A modern, technology-based healthcare call management system, like Clarus, can make a meaningful difference in preventing staff burnout by:

By streamlining communication, practices can minimize on-hold times, reduce administrative burden, and give staff the mental space to focus on patient care.

Benefits of Reducing Healthcare Burnout

When calls are managed effectively:

Reducing burnout isn’t just beneficial for staff; it improves the overall patient experience and strengthens your practice.

Preparing for Increased Call Volume During the Holidays

This holiday season doesn’t have to mean longer hours and more stress. By implementing an effective healthcare call management solution, practices can reduce the impact of high call volume, improve follow-up speed, and ensure practitioners spend more time with patients and less time on the phone.

Clarus Call Management combines intelligent routing, AI transcription, and real-time analytics to help healthcare teams manage calls efficiently while preventing burnout. Schedule a demo today to see how Clarus can help your team handle high call volume while limiting healthcare burnout.

Clarus is excited to announce that it has been recognized in the 2025 KLAS Emerging Solutions Top 20 Report. This distinction is awarded to innovations that have the greatest potential to disrupt the healthcare market. Solutions were rated by how well they could impact the Quadruple Aims of Healthcare: to improve outcomes, reduce the cost of care, improve patient experiences, and improve clinician experiences.

Why the KLAS 2025 Emerging Solutions Top 20 Matters

Being named as a KLAS Emerging Solutions Top 20 winner is a meaningful milestone of the work we’ve been doing at Clarus: helping healthcare organizations transform how they manage patient communication. This award reflects not only the innovation built into our platform – call routing, AI transcription, and analytics – but also the outcomes we’ve driven for our clients: fewer missed calls, lower administrative burden, and higher patient satisfaction.

Adam Gale, KLAS CEO says “KLAS’ Emerging Solutions Top 20 winners are helping to redefine what meaningful innovation looks like in healthcare. These companies pair bold ideas that tackle healthcare’s real problems, elevate patient care, and strengthen operational performance. In what is an uncertain and fast-moving landscape, they aren’t reacting to change; they’re setting the pace. We’re proud to recognize their leadership and the impact they’re delivering today and in the years ahead.”

About KLAS Research

Since 1996, KLAS has delivered independent, provider-focused research and insights in the healthcare IT space. Its mission is to improve the world’s healthcare systems by amplifying the voices of providers and payers with accurate, impartial data. The emerging solutions top 20 is KLAS’s way of shining a light on the next generation of impactful technology partners.

About Clarus Call Management

Clarus Call Management is a purpose-built communication platform for healthcare companies. By combining intelligent routing, AI-powered transcription, and transparent analytics, Clarus replaces inefficient legacy systems and empowers practices to manage patient calls more reliably. Our focus is on reducing staff burnout, eliminating missed patient messages, and improving the overall satisfaction of patients and providers alike.

For any home health agency, the ability to connect with patients, families, and providers is at the heart of quality care. The right healthcare call management platform can reduce stress on staff, improve patient satisfaction, and ensure that every message reaches the right person at the right time.

What is a Call Management Platform?

A call management platform is used to streamline how patient calls are routed, tracked, and answered across a healthcare organization. Most organizations still rely on outdated answering services or manual processes, causing confusion and frustration for both patients and providers. Having a reliable and efficient call management system simplifies the process and allows providers to focus on delivering exceptional care.

Why Call Management Matters for Home Health Agencies

Home health agencies operate in a unique space within healthcare. Teams are spread out, providers are often on the move, and patients may need urgent support outside of regular business hours. Without a reliable call management system, it’s easy for communication to break down and cause missed or delayed messages and decreased trust. Using a call management system that prioritizes patient details, shares information securely across departments, and analyzes how you are helping your patients can make all the difference and set your agency apart.

Benefits of a Call Management Platform

The right healthcare call management solution can transform the way home health agencies operate. Key benefits of call management platforms for home health agencies include:

Factors in Choosing a Call Management Program

To get the most out of your healthcare call management platform, there are several factors to consider when choosing a healthcare call management system.

Proven Results in Home Health

Graham Healthcare Group (GHG) sees around 75,000 patients annually but struggled with the amount of calls coming through. With 21,000 monthly calls, their staff were overwhelmed and calls often landed in voicemail. After integrating Clarus, they saw immediate results.

Missed calls dropped to zero on day one, giving patients faster responses and staff a lighter workload. Read the full case study here.

How Clarus Supports Home Health Agencies

The right call management platform isn’t just a technological choice, it’s an investment in your patients, your staff, and the future of your agency. Clarus Call Management improves patient calls for home health agencies by providing 24/7 support, smart routing, accurate documentation, and ongoing support to keep operations running smoothly. Discover how Clarus can support home health agencies deliver exceptional care.

A good patient experience isn’t only about medical outcomes; it’s about how easy it is for someone to reach their provider, get answers, and feel heard. If you want to improve patient satisfaction in healthcare, start by improving everyday interactions that build trust between patients and providers—beginning with communication.

Why Patient Experience Is Important

Slow response times, missed calls, and confusing processes can make patients feel overlooked or unimportant. In a healthcare environment with more choices than ever, these frustrations can lead patients to seek care elsewhere.

On the other hand, when patients feel respected and listened to, they are more likely to follow care plans, keep follow-up appointments, and speak positively about their provider. This level of trust is built over time through consistent and direct communication that strengthens the provider–patient relationship and supports better overall outcomes.

Roadblocks to Patient Satisfaction in Healthcare Call Management

Even the most dedicated care teams face challenges that can negatively impact the patient experience. Some common roadblocks include:

These issues don’t just frustrate patients—they also create unnecessary stress for providers and staff. Implementing a streamlined call management system can reduce this burden and improve the patient experience overall.

Improving Patient Satisfaction Starts with Better Call Management

One of the simplest and most effective ways to improve patient satisfaction is to fix how calls are handled. A smart, well-organized call management system can:

How Clarus Improves Patient Satisfaction

At Clarus, we know that better call handling is essential to improving patient satisfaction in healthcare. Our platform eliminates manual, inefficient processes and replaces them with reliable, streamlined tools that reduce provider burnout and improve the patient experience.

With secure, HIPAA-compliant technology, instant call routing, and 24/7 reliability, Clarus ensures every message reaches the right provider without delay. The result is a more connected, responsive, and trusted healthcare experience for everyone involved. Schedule a demo today.

Top Call Management Challenges for Healthcare Organizations

In healthcare, communication isn’t just important; it’s essential. Patients expect to reach their providers easily, whether it’s a post-op question, an urgent symptom, or an appointment request. For many healthcare practices, the systems in place to manage those calls are outdated and overly dependent on manual workflows. Inefficient call management systems create frustration for both patients and staff.

For many healthcare practices, traditional call handling methods—such as answering services or call trees—don’t work as efficiently as they should. Some of the most common call management challenges healthcare organizations face include:

Key Challenges in Managing Patient Calls

1. Long Hold Times and Dropped Calls

When patients call their provider, they’re often anxious, uncomfortable, or in need of time-sensitive information. Long wait times or dropped calls are common with traditional answering services.

Automated call management solutions like Clarus use intelligent call routing and AI-powered transcription to ensure messages are accurately captured within seconds. This reduces unnecessary back-and-forth and allows providers and staff to address patient needs quickly and efficiently.

2. Unclear Call Routing or Messages Sent to the Wrong Person

Staff members and healthcare providers shouldn’t have to guess how urgent a patient’s needs are or which department should receive a message. Unfortunately, outdated call routing systems often deliver messages to the wrong department—or miss them entirely. When calls don’t reach the right provider the first time, follow-up is delayed and critical issues can fall through the cracks.

Clarus’s provider dashboard allows staff to route messages and update on-call schedules in just a few clicks, ensuring patient messages reach the correct provider in a timely manner.

3. High Staff Workload from Manually Triaging Calls

Many teams still manage calls manually by listening to voicemails, transcribing notes, or even using personal phones for texting. When staff is already stretched thin, this process consumes valuable time that could be spent delivering quality care. Call management technology reduces the need for manual triage by streamlining communication, improving administrative efficiency, and supporting better follow-up care.

4. Unpredictable Call Costs from Per-Minute Billing Models

Many organizations continue to rely on traditional answering services that charge per minute. These pricing models lead to unpredictable monthly costs, making it difficult to manage budgets already under strain from staffing challenges.

Modern, technology-driven platforms operate on flat-fee pricing models, eliminating billing surprises and making it easier for practices to plan and allocate resources effectively.

5. Increased Provider Burnout from Expanding Responsibilities

When call management systems fall short, front desk staff and providers are often forced to compensate. This can mean late-night calls, unclear after-hours responsibilities, or frequent interruptions during the workday.

These challenges impact both operations and outcomes. Patient satisfaction depends on having a system that directs calls appropriately while ensuring providers aren’t overburdened with calls during business hours or after-hours.

Upgrade Your Call Management System with Clarus

Clarus delivers a modern, technology-driven approach to medical call management that addresses these challenges at the source. Built specifically for healthcare organizations, Clarus goes beyond traditional answering services to provide a fully integrated communication platform that improves patient experience while reducing clinical team stress. With intuitive tools, dependable support, and a platform designed for the realities of healthcare, Clarus helps your team focus on what matters most: delivering exceptional patient care.

Learn more about how Clarus can help minimize healthcare call management challenges.

In today’s healthcare landscape, streamlined communication is essential for providing quality care and enhancing patient and staff satisfaction. A reliable healthcare call management solution can help your practice or health system improve productivity, streamline workflows, and ensure patients receive the attention they need in a timely manner. But with many options available, how do you select the right solution for your organization?

Here are six important features to look for when evaluating a call management system for your organization:

Easy for Staff

One of the first considerations when selecting a call management solution is ease of use for staff. A system that’s intuitive and simple to navigate will ensure that both front office staff and medical providers can adopt it quickly and efficiently. The system should seamlessly integrate into your team’s workflows and operations. By choosing an easy-to-use solution, you can enhance productivity and maintain smooth workflows.

Patient-Centric Experience

Patient satisfaction and quality care are top priorities for healthcare organizations. Your call management solution should prioritize the patient experience by supporting quick and efficient communication. Patients expect timely responses to their requests, and the right system can ensure calls are routed to the appropriate team member based on urgency or request type. With an effective solution, your healthcare practice can reduce call wait times, increase patient retention, and improve overall satisfaction.

Advanced Documentation and Reporting

Traditional healthcare call centers often lead to human error and missed details, but a technology-driven call management solution helps maintain accurate call records. With transcription and automated documentation, teams can easily track patient interactions and reduce mistakes. In addition, look for platforms that offer robust analytics and reporting tools to provide insight into operational performance.

Compliance with HIPAA Regulations

Protecting patient privacy and securing sensitive data are non-negotiable for healthcare organizations. When evaluating a call management solution, ensure it complies with HIPAA regulations. A HIPAA-compliant system safeguards patient information and minimizes the risk of data breaches or costly compliance issues.

Cost-Effectiveness

While investing in a high-quality call management solution is important, cost remains a key consideration. Look for a solution that balances affordability with functionality. Be sure to evaluate total costs, including licensing, implementation, training, and ongoing support.

Comprehensive Customer Support

Healthcare operations move fast, and issues can arise at any time. Whether your team needs help troubleshooting a system issue or optimizing workflows, it’s essential to choose a call management solution with dependable, responsive customer support. Strong support ensures continuity and peace of mind for your staff.

Selecting the right healthcare call management solution is a critical step in improving operations and enhancing patient satisfaction. By prioritizing ease of use, patient-centric features, compliance, affordability, and support, you can choose a system that meets your organization’s needs. The right solution streamlines workflows, reduces errors, and creates a better experience for both patients and staff.

Upgrade Your Call Management with Clarus

Clarus Call Management enhances daytime and after-hours patient communication for healthcare practices and health systems by providing 24/7 support, improving patient satisfaction, and increasing operational efficiency. With flat-rate pricing and AI-powered transcription, Clarus delivers the benefits of modern call management technology without compromising patient experience. Learn more about Clarus and discover how it can transform your practice.

We are thrilled to announce that Clarus has been featured in KLAS Research’s prestigious First Look Report, recognition that highlights customer feedback for healthcare solutions that have not yet been formally rated by KLAS. This acknowledgment provides a valuable opportunity to showcase the positive impact our solutions have on healthcare practices, offering a call management solution for independent practices, health systems, and hospitals.

Our performance score, determined by KLAS, exceeds the 2025 Best in KLAS market average for patient communication. This score reflects our commitment to delivering innovative, reliable, and efficient solutions for healthcare providers. As one of our clients noted in the KLAS report:

“Clarus’ longevity and the automation of their platform are what attracted us to them. We were also drawn to the cost benefits. We’re pleased with what we get for what we pay.” — COO, November 2024, collected by KLAS Research

This client feedback represents our dedication to improving healthcare communication and helping organizations optimize their operations. If you’re curious about how Clarus’ call management and transcription technology can benefit your organization, we encourage you to read the full KLAS report to learn more.

What is KLAS Research?

KLAS Research is a leading healthcare IT insights firm that provides data-driven evaluations of healthcare software and services. By offering third-party insights into the performance and effectiveness of healthcare solutions, KLAS helps providers make informed decisions about the technology they choose. Their mission is to guide healthcare organizations in selecting the right tools and services to enhance care quality and meet their unique needs.

What Sets Clarus Apart in Healthcare Patient Communication

At Clarus, we understand that effective communication is vital for high-quality patient care. That’s why we’ve developed solutions tailored to the unique needs of healthcare organizations. Our easy-to-use platform is designed to enhance both provider efficiency and patient satisfaction by streamlining communication processes and ensuring seamless interactions.

Here’s a closer look at what sets Clarus apart in patient communication:

How Clarus Supports Healthcare Organizations

Managing patient communication during office hours and after hours is a challenge for healthcare organizations. Staff often struggle to balance calls, in-office visits, and schedules while ensuring quality patient care. Clarus offers a reliable solution for both daytime and after-hours call management, handling every call efficiently and professionally.

Our call management solution reduces administrative burdens for staff, streamlines operational workflows, and enhances patient satisfaction with clear, consistent communication. Our advanced transcription technology ensures critical patient information is accurately captured and easily accessible, making it simpler for healthcare providers to review patient messages quickly and efficiently.

Find Out How Clarus Can Elevate Your Patient Communication

If you’re looking to enhance your healthcare practice’s communication workflow, increase operational efficiency, and improve patient satisfaction, Clarus is here to help. Our technology is designed to meet the evolving needs of healthcare organizations, providing reliable and scalable solutions that streamline patient communication processes. Let us help you transform the way you communicate with your patients and improve the quality of care you provide.