How Rise PT Scaled 6x In Patient Touchpoint Without Adding Staff

About Rise Physical Therapy

Tyler Green had a problem most practice owners dream about, Rise Physical Therapy was growing. Referrals were climbing. Patient demand was outpacing capacity.

But the bottleneck wasn't clinical. It was the phones.

As co-founder of a multi-location physical therapy practice with centralized scheduling, Tyler watched his team struggle to keep up with inbound volume. Calls went unanswered. Voicemails stacked up overnight and through weekends. Patients who submitted appointment request forms on Sunday evening waited until Monday afternoon (or later) for someone to call them back.

Every missed connection meant a patient potentially booking somewhere else.

The Scaling Problem Nobody Talks About

Growth sounds great until you realize your infrastructure can't support it. Rise Physical Therapy had built solid clinical operations, established scheduling rules for which therapists treated which conditions, and developed a proven process for converting inquiries into appointments.

What they didn't have was enough people to answer the phones.

Hiring more admin staff meant more overhead, more training, more management complexity. And it still wouldn't solve the fundamental issue: patients calling at 8 PM or filling out forms on Sunday weren't reaching anyone until business hours resumed.

"We were looking at ways we could continue to have people answer the phones and schedule things while also not being open," Tyler explains.

A consultant recommended Solum Health. After researching alternatives and having initial conversations, Tyler found a team he could trust to build something tailored to Rise's existing processes rather than forcing them into a generic template.

Built Around Their Playbook

What impressed Tyler most about implementation was the customization. Rise had developed their own scheduling rules, their own conversion process, almost like a sales script for handling patient inquiries. They needed a partner who would build around that existing playbook.

Solum delivered. The AI agent learned Rise's scheduling rules, understood which therapists treated which conditions, and followed the same conversation flow the human team used.

The system went live faster than Tyler anticipated. And when new scenarios popped up that nobody had planned for, the Solum team tracked issues and pushed improvements continuously.

The Numbers After 3 Months

Rise Physical Therapy launched with Solum in September 2025. By December, the transformation was measurable across every metric.

Monthly call volume jumped to 496% increase in calls handled, that's a 6x increase in patient touchpoints without adding a single staff member to the scheduling team. Booked appointments climbed to 293% booked appointments nearly quadrupling revenue captured through scheduling.

Admin hours saved from the first month, to December had 506% increase per month, translating in tomonthly savings that drops straight to the bottom line.

The most recent addition made the biggest immediate impact. Rise activated outbound calling for appointment request forms just weeks before December's numbers came in. Now when a patient submits a form on Sunday night, they receive a callback within minutes instead of waiting until Monday afternoon.

The Skeptic to Thank You Pipeline

Tyler admits the team worried about patient reactions. Would callers be frustrated talking to an AI agent? Would it damage the practice's reputation for personal service?

The call recordings told a different story.

"You can see a patient call and initially they sound a little annoyed that they're talking to an agent," Tyler describes. "But then it transitions into a great call and they're saying thank you, have a great day to Annie."

Patients who want a human can request a transfer at any point, and the system connects them directly to the Rise team. But most callers complete their scheduling with Annie and hang up satisfied.

The recordings became unexpected training material. Tyler started showing staff members side by side comparisons: here's what the AI call looks like, here's what your call looks like. Same information covered, but Annie finished in half the time.

What Growth Looks Like Now

Rise Physical Therapy no longer has to choose between growth and operational sanity. Referrals can increase without triggering a staffing scramble. Weekend inquiries convert instead of going cold. The team focuses on clinical care while Annie handles the phones around the clock.

For Tyler, the recommendation is simple.

"Overall it's been a great team to work with. They're always responsive, they obviously work hard. I highly recommend Solum."

Watch the Full Rise Physical Therapy Interview

Watch Tyler Green's full interview on how Rise Physical Therapy transformed their front office operations