JR Dental Care, a Jacksonville dental group with four practices.
Each practice schedules by its own providers, appointment types, and rules.
In 90 days, Amy, GetHelpdesk AI’s receptionist, booked 230+ new patients and more than 1,200 appointments for JR Dental Care.
Amy handled new-patient calls, after-hours inquiries, and overflow while the front desk was helping patients.
“Before GetHelpdesk, calls could sit in voicemail. Amy now handles booking and rescheduling requests that fit our rules, while our team handles exceptions.”
Dr. Obdulia Rondon, DMD JR Dental Care Before GetHelpdesk
Every missed call started with a voicemail.
Dr. Rondon describes replaying messages, writing down callback numbers, and returning calls between patients.
The setup.
JR Dental Care runs Normandy, San Jose, JAX Multispecialty Dental Center, and Argyle Forest. Each practice uses its own providers, appointment types, and scheduling rules. Amy uses the right set of rules for each patient and location.
Staff were with patients, booking calls went unanswered, and insurance details were collected by phone. Staff had to collect member IDs and policy numbers while patients waited for help.
Staff could not answer every booking call while working with patients.
Each request still needed the right provider, visit type, time window, and escalation path.
230+ new patients booked in 90 days.
Results at a glance 4 practices · 90 days
4 JR Dental practices
11K+ Calls received
1.2K+ Appointments booked
230+ New patients booked
What they changed.
JR Dental added Amy for approved booking requests.
- GetHelpdesk configured Amy, GetHelpdesk AI’s receptionist around each practice’s scheduling rules.
- Amy books approved appointments in Open Dental.
- If a call ends early, she can continue the conversation by text.
- For insurance intake, she sends a private upload link instead of asking patients to read policy numbers over the phone.
Block scheduling by appointment type
Illustration Not live calendar
Time New patient New Existing patient Existing Urgent patient Urgent 8 AM to 10 AM 8–10 New-patient exam New exam Not offered — Urgent care rule Urgent 10 AM to 12 PM 10–12 Not offered — Established visit Established Urgent care rule Urgent 1 PM to 3 PM 1–3 Not offered — Established visit Established Urgent care rule Urgent 4 PM to 5 PM 4–5 New-patient exam New exam Not offered — Urgent care rule Urgent
Illustrative schedule.
From the interview
Each practice needed its own booking map.
Dr. Rondon explains why the provider, hygienist, template, and handoff had to be right before Amy offered a time.
Exception handling
The front desk keeps control of exceptions.
Amy handles approved booking work. Staff handle requests that need a decision, answer, or appointment outside the rules JR Dental set.
- 01
List booking requests
JR Dental defined the visits Amy could book and the questions staff would handle.
- 02
Configure patient paths
GetHelpdesk set up booking, rescheduling, website chat, SMS continuation, and insurance intake.
- 03
Apply local rules
Each practice kept its own blocks, routing instructions, and escalation boundaries.
SMS continuation
A dropped call can continue by text.
JR San Jose asked for a text path after a call ends early. Amy sends a message that lets the patient pick up the same request.
- 01
The call ends early
A booking request stops before it reaches the schedule.
- 02
Amy texts the patient
The same request continues from the practice number.
- 03
The patient books by text
Only the visit types and time windows the practice approved.
Illustrative conversation only.
9:41
SMS
JR Dental moved insurance intake off the phone.
Amy sends patients a private upload link for their insurance card. The patient does not need to read a member ID, group number, or plan details aloud.
GetHelpdesk adds the card details to a record for the practice team to review.
Illustrative insurance details only.
Insurance-card intake Preparing message
MemberMaya Carter Member IDHHP-4472-8819 PlanHarbor Health Dental GroupDENTAL-2026
Insurance record
MemberMaya Carter
Member IDHHP-4472-8819
PlanHarbor Health Dental
GroupDENTAL-2026
Saved to the practice record for a team member to confirm.
Patients can start with Amy on the website.
JR Dental added Amy to their website. Patients ask, then book or reschedule under the rules the practice set.
- Location
Asks which office first — 4 practices, one widget.
- Booking
Offers only the slots the practice approved.
- Answers
Services, hours, insurance, locations.
- Cover
Works while the front desk is on another call.
GetHelpdesk built Amy for the JR Dental website.
JR Dental
Which location would you like to chat with?
JAXMDCSpecialists Orthodontics, Oral Surgery, Pediatric, Implants
JR Normandy Main General Dentistry - 7030 Normandy Blvd
JR San Jose General Dentistry - 12276 San Jose Blvd Suite 314
JR Argyle Forest General Dentistry - 7855 Argyle Forest Blvd Suite 104
Welcome, I’m Amy 👋 How can I help today?
Book an appointmentRescheduleCheck hoursOur services
Start a conversation
Schedule a new dental appointment
Reschedule an existing appointment
Check accepted insurance plans
Start New Chat
AI Scheduler by GetHelpdesk.AI
AmyYour AI assistant
Type message...
AI Scheduler by GetHelpdesk.AI
Illustrative website chat
Why the count matters
A patient who reaches an unanswered line calls another practice.
With a booking path
Every request had a route to the schedule instead of waiting for a return call.
What it compounds
A new patient can bring recurring care, referrals, and family appointments.
The count is worth tracking before you calculate revenue.
Patient access
What a missed call costs.
When staff cannot answer a booking call, the patient has no next step. The front desk needs to return the request later, and the practice has no appointment on the schedule.
When the phone is not answered One call, two endings
The patient has no appointment.
A new patient or a patient who needs to reschedule still needs a confirmed next step.
The front desk owns the follow-up.
Staff return the request after finishing the work already in front of them.
No appointment reaches the schedule.
The practice adds an appointment only after the patient reaches an approved booking path.
From the interview
Some patients booked elsewhere before the callback.
Dr. Rondon describes the patient cost of a callback queue when the front desk is already busy.
Front desk capacity
What it means for your practice.
A front desk can handle one conversation at a time.
Booking calls arrive while staff are with patients, checking someone in, or helping a patient at the desk.
How JR Dental divides that work
Amy
Approved booking work that arrives in those moments.
The front desk
The decisions Amy does not handle.
