Flip, the conversational AI platform built for healthcare, today announced a partnership with American Family Care (AFC Urgent Care), the nation’s leading urgent care provider with more than 400 walk-in clinics across the United States, to expand accessibility for patients seeking care across its corporate and franchise clinics nationwide. Three-month pilot program results show phone booking conversions more than tripled, overall call abandonment fell by approximately two-thirds, and clinic teams saved nearly 4,000 hours on the phone.

AFC is committed to standardizing clinical workflows and unifying technology platforms to reduce operational fragmentation and improve provider efficiency and patient outcomes. With Flip, AFC saw an opportunity to add dedicated phone support that makes patient access to care more consistent across locations and hours. The partnership gives clinics more time to focus on in-person patient interactions rather than balancing them while also handling phone inquiries and administrative responsibilities.

The goal was to build a repeatable approach that could support the corporate network and inform adoption across franchise locations. Flip’s conversational AI answers patient calls 24/7: booking visits, following up after cancellations and missed appointments to rebook, and handling questions about hours, services, and walk-in availability. Patients receive a more consistent experience across clinics, and AFC gains greater visibility into call volume, trends, and coverage.

“From our first conversations with the AFC team, it was obvious we were aligned,” said Brian Schiff, CEO and co-founder of Flip. “We shared a vision for what this technology could do: how it could benefit patients and streamline operations now and into the future. It’s been incredible to see the results so far. I’m excited to see all we continue to build together in the coming years.”

Since entering healthcare in 2024, Flip has partnered with six of the 10 largest U.S. urgent care operators, a sign of how quickly AI is becoming essential to connecting patients with care.

“This has been the most impactful and fastest-growing solution the industry has seen,” added Jerry Creech, Senior Vice President of Strategic Partnerships-Healthcare at Flip. “AFC’s rollout of Flip across its clinics shows how urgent care is leading the way in AI patient engagement. We are connecting to more patients, across the country, across demographics, at scale. It’s been rewarding to collaborate with AFC.”

From June 22 through September 22, 2026, AFC clinics using Flip recorded the following results:

  • Phone booking conversion more than tripled. The share of inbound calls resulting in a scheduled visit increased from 11% to 34%.
  • Call abandonment fell by approximately two-thirds. Call abandonment is defined as when a caller hangs up before confirming an appointment. Overall abandonment dropped from 39.7% to 13.5%.
  • More canceled and missed appointments were rebooked within 72 hours. The share of canceled appointments rebooked rose from 6.4% to 10.4%, while the share of missed appointments rebooked nearly doubled, from 6.5% to 12.5%.
  • Clinic teams got nearly 4,000 hours back. Flip fully automated 35% of calls and saved clinic staff an estimated 3,935 hours on the phone.

“This partnership provides immense value for AFC and our on-the-ground teams,” said Jeremy Morgan, CEO of AFC Urgent Care. “Delivering high-quality patient outcomes and making care convenient means making it easy for patients to reach us and arrange a visit. With Flip, we’re converting patient intent into immediate access through advanced booking systems and streamlined operational execution that eliminate the friction between needing care and receiving it. More callers get a visit on the books, patients can reschedule when plans change, and our clinic teams have more time for the people in front of them.”

The partnership supports AFC’s approach to combining clinical expertise with standardized workflows and unified technology across its network. Flip joins a technology ecosystem that includes digital discharge systems, ambient AI documentation, and integrated EMR platforms that help reduce administrative work so clinic teams can focus on delivering high-quality care. Together, these systems support AFC’s commitment to a consistent patient experience as its corporate and franchise network grows.

To learn more about Flip’s partnership with AFC, visit https://flipcx.com/case-studies/afc-urgent-care-conversational-ai-phone-support/

About American Family Care

Founded in 1982, American Family Care (AFC) pioneered the concept of convenient and effective urgent care services, delivered through a nationwide network of more than 400 walk-in clinics. Today, AFC is the nation’s largest provider of urgent care, generating more than $1 billion in system-wide sales annually, with 3,500 highly trained healthcare professionals treating over 4 million patients each year. AFC continues to be a leader in accessible healthcare, providing treatments for flu, allergies, and everyday injuries, along with a comprehensive range of lab tests, x-rays, and occupational medicine services. Ranked #60 overall on the Entrepreneur® Franchise 500 and first in the Urgent/Primary Care Clinics category, and as one of TIME’s America’s Best Private Companies, AFC is one of the most admired brands in urgent care and franchising. For more information, visit https://americanfamilycare.com.

About Flip

Flip is the conversational AI platform built for retail, healthcare, and transportation. Flip’s leading phone AI autonomously resolves customer service calls end-to-end, replacing outdated IVR systems with fast, natural, and brand-consistent experiences at scale. With 300+ million calls processed, 250+ enterprise customers, and 100+ native integrations, Flip is the trusted voice AI partner for brands including Under Armour, Liquid I.V., Experity, and Curb Mobility. Founded in 2018, Flip is headquartered in New York, NY and has offices in LA and the UK. For more information, visit flipcx.com.

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