Latest / Becker’s Healthcare Podcast / AI Voice Agents for Surgical Specialty Clinics with Dr. Comron Saifi and Dr. Neel Patel at ClinicFlow

Transcript

AI Voice Agents for Surgical Specialty Clinics with Dr. Comron Saifi and Dr. Neel Patel at ClinicFlow · Becker’s Healthcare Podcast

• 0:00
  This is Scott Becker with the Becker's Healthcare
• 0:03
  Podcast.
• 0:04
  I'm thrilled to be joined by two brilliant
• 0:07
  physician entrepreneurs.
• 0:08
  We're gonna talk today about
• 0:11
  AI voice agents
• 0:12
  for surgical specialty clinics.
• 0:15
  So AI voice agents for surgical specialty clinics.
• 0:18
  We've got two leaders, brilliant doctor Kamran Saifi,
• 0:22
  doctor Neil Patel at ClinicFLOW.
• 0:25
  Gentlemen, let me ask you to take a
• 0:27
  moment to introduce yourself
• 0:28
  and tell us a little bit about clinic
• 0:30
  flow.
• 0:31
  Doctor Safi, let me ask you to start,
• 0:33
  and then we'll go to doctor Patel. Give
• 0:34
  us a little bit of your background and
• 0:36
  how you guys ended up in this and
• 0:37
  what you guys do.
• 0:39
  Great. No. Thank you, Scott. So I'm a
• 0:40
  orthopedic spine surgeon,
• 0:43
  and doctor Patel is a orthopedic sports surgeon.
• 0:47
  We're the cofounders of ClinicFlow.
• 0:49
  We're both practicing orthopedic surgeons who built ClinicFlow
• 0:53
  to really fix the problems that surgeons just
• 0:56
  like us deal with every day. And so
• 0:59
  Clinic Flow is a voice AI platform built
• 1:02
  for surgical specialty practices as you mentioned, such
• 1:05
  as orthopedic surgery where we focus.
• 1:08
  And these practices, you know, as you may
• 1:10
  know, the phone never stops ringing. And so
• 1:13
  we're our goal is to take that burden
• 1:15
  off of the practice.
• 1:18
  Thank you. Where do you practice at and
• 1:20
  and and and tell us a bit about
• 1:21
  your practice?
• 1:23
  Yeah. So I practice in in Houston at
• 1:25
  the Texas Medical Center.
• 1:27
  I,
• 1:27
  my practice,
• 1:29
  spans from minimally invasive to,
• 1:32
  spinal deformity surgery, surgical oncology.
• 1:36
  You know, my patients,
• 1:38
  come in, you know, sometimes.
• 1:40
  Typically, we we often treat nonoperatively,
• 1:43
  for most patients, to be honest. But when
• 1:45
  it does require surgery, then, we do I
• 1:48
  do prefer minimally invasive techniques. So, I've been
• 1:52
  doing a lot more endoscopic
• 1:54
  spine surgery,
• 1:55
  over the last few years,
• 1:57
  and really,
• 1:59
  I trained at Rush. So, stay true to
• 2:02
  my roots with,
• 2:03
  motion preserving,
• 2:05
  surgery. We've been I continue to do a
• 2:07
  lot of,
• 2:09
  cervical disc replacements and even lumbar disc replacements.
• 2:13
  Fantastic. And certainly an amazing residency program and
• 2:15
  and program at Rush and tremendous leadership there.
• 2:19
  Doctor Patel, tell us a bit about yourself
• 2:21
  and how you came to this too. And
• 2:23
  are you guys partners in practice as well
• 2:25
  or just partners in business?
• 2:27
  Yeah. So, you know, as Tom mentioned, I
• 2:29
  I'm orthopedic sports,
• 2:31
  surgeon,
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  and we practice together. And
• 2:35
  my practice
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  actually is based,
• 2:38
  for
• 2:39
  treating mostly knee and shoulder,
• 2:41
  ligamentous and,
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  tendinous injuries,
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  so rotator cuff, ACL,
• 2:46
  reconstructions,
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  those type of procedures,
• 2:49
  and kind of came into clinic flow,
• 2:53
  like Carmen mentioned, you know, certainly
• 2:55
  looking at,
• 2:57
  some of the challenges that we've seen throughout
• 2:59
  our training. You know, I I trained a
• 3:01
  Rothman,
• 3:03
  for fellowship and and certainly,
• 3:05
  high focus on, you know, optimizing,
• 3:09
  patient,
• 3:10
  triage and and access,
• 3:12
  and certainly
• 3:13
  thinking about those things, throughout our training and
• 3:15
  practice and seeing all the the
• 3:18
  challenges that we've seen kinda throughout coming towards
• 3:20
  this, idea and trying to implement it.
• 3:24
  Amazing. And I'm gonna ask you the the
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  important question,
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  doctor Patel. Yeah. Where is better training? Is
• 3:30
  it at Rothman or Rush Orthopedics?
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  Which is the better program? No. You don't
• 3:34
  have to answer that nor do you have
• 3:36
  to answer with the better surgeons of the
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  two of you. I think that Carol will
• 3:40
  give us a phone call during this call.
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  That could happen right now. Talk to us
• 3:44
  for a second. And and and, doctor, we
• 3:46
  want you to take the lead here. When
• 3:48
  did you start this? How is it going?
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  What trends are you watching? Give us a
• 3:52
  little bit of of of how it's going
• 3:54
  and how you got this going.
• 3:55
  Yeah. So and and Neil's very humble. He
• 3:58
  he's he's kinda,
• 4:00
  the brains behind a lot of this. He
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  he went to MIT and and a very
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  smart guy, and the rest of our team
• 4:05
  is is incredibly intelligent.
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  And, and so I think, really, it it
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  comes from the team. So we've got a
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  fantastic team.
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  And Neil and I, you know, we we
• 4:15
  saw this issue,
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  and and, you know, others are trying to
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  tackle this issue.
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  But I think that the, you know, the
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  proof, as they say, is in the pudding.
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  So when we look at what we do,
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  we look at it from the perspective of,
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  obviously, as a surgeon, but also the perspective
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  of the patient,
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  having been a patient myself and having my
• 4:35
  family members go through it as as most
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  of us have. And so, you know, we
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  looked at this this issue, which is, you
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  know, a complex issue, but,
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  as you know, private practices are are getting
• 4:46
  the squeeze.
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  And so there's a huge consolidation, and we
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  saw an opportunity here,
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  that, you know, not only just using AI.
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  It's not really about the AI, and AI
• 4:57
  has become a commodity at this point, but
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  it's how you use it. And we've used
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  it in a way to really successfully get,
• 5:04
  patients better access
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  and get physicians
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  more new patients,
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  and really connect the right patients to the
• 5:11
  right physicians. And so that's
• 5:13
  really what drove us,
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  to do this.
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  And we've been able to do it because
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  we have such a great team and a
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  talented team,
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  both in terms of tech but also operations.
• 5:27
  Thank you. And and and and, doctor Patel,
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  what what do you when you look at
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  this next six months, this next year, what
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  are you most focused on and excited about?
• 5:36
  Yeah. I mean, I think, looking ahead, you
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  know, certainly so far, we've,
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  you know, done a lot of things that,
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  we're really proud of. You know, certainly, we
• 5:44
  built a robust team, as Carmen mentioned. You
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  know, certainly,
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  I think that's the foundation of of of
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  what we're doing, and then, you know,
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  successfully deployed,
• 5:56
  our our product and and gotten into,
• 5:59
  several clinics where,
• 6:01
  our voice agents are running smoothly,
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  and improving patient experience,
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  and and and and are able to resolve
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  up to nine, you know, greater than 70%
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  of,
• 6:12
  calls, that come into a particular clinic.
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  So we're really, you know now looking at
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  the next step, we're really excited about,
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  three main features that we're we're going to
• 6:21
  try to come come out within the next
• 6:23
  several months. The the first one is,
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  looking at,
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  referrals because this is what really sustains,
• 6:30
  practices. Right?
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  And automating that process of
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  getting,
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  patients into the clinic
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  through the referring,
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  primary care providers,
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  using, you know, integrated fax,
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  and taking basically everything that's,
• 6:47
  not digital now and trying to make it,
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  make it digital to to automate the process.
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  And then also as,
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  you know, practices and, you know, also looking
• 6:57
  at,
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  the the value based care, becoming more prominent
• 7:02
  in surgical specialties,
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  you know, we're already seeing that with bundled
• 7:06
  payments in, total knee and and hip arthroplasty.
• 7:09
  I think that's where voice AI can really
• 7:11
  become, even more powerful, focusing on pre op
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  and post out op,
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  outbound calls to really,
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  you know, make sure protocols are followed and
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  and a proper education is there,
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  as well as, you know, being able to
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  address,
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  any issues that may arrive postoperatively quickly.
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  And then I think the final thing, you
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  know, looking ahead, over the next six months
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  or so is,
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  looking at the more more so at the
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  insurance side of things.
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  And, you know, we already have a component,
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  you know, focusing
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  on intake,
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  and identification of different insurance plans,
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  but really focusing more on the prior authorization,
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  automation portion of things
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  where that's really become, you know, very, very
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  much a national crisis where, you know, there's,
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  all these different plans and, and even within
• 8:03
  the same insurance carrier, different plans have so
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  many nuances,
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  and really looking at both sides, not only,
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  you know, from the information that we get
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  from the clinical side, but also the information
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  we have from the insurance side and and,
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  bringing those together,
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  to really streamline that process and and get
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  access,
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  and and care to patients,
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  more quickly.
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  And and, Scott, I would add one thing
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  here, to what Neil said. And all of
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  these things, you know, people have talked about
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  for a long time. But
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  when when we run it through and, you
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  know, these are running in our clinics,
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  throughout The US. They're they're running
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  smoothly. We're we're
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  hyper focused on the clinic experience and the
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  patient experience.
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  And so we we make sure that these,
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  you know, whatever we have, whether it runs,
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  through
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  our,
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  dashboard on the back end or it runs
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  through the voice AI agents that run in
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  tandem,
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  that it's smooth, that it is a very
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  smooth experience for, both the caller and and
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  the clinic. And I think that's what really
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  distinguishes
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  us as well as the fact that
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  70% of our calls are resolved,
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  over 70%.
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  And it really because we we handle clinical
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  calls. That's no other,
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  group really, does that yet. So I think
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  I'm really proud that that that's what we're,
• 9:26
  have been able to achieve.
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  Literally remarkable. So I'm gonna ask you a
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  couple of questions.
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  Doctor Seifi, doctor Patel,
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  both brilliant, brilliant careers
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  is leaders, is
• 9:38
  surgeons,
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  you've you've
• 9:43
  endowed chair, an assistant professor,
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  tremendous careers. Is it harder to be a
• 9:47
  leader and a surgeon or to be, an
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  entrepreneur?
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  Which is harder? Which is more challenging?
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  For you know, where is the grass greener?
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  No. I think I think that's a that's
• 9:58
  a great question. I mean,
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  you know, there are different challenges,
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  and they're very different skill sets. And I
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  think that our goal in this is to
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  really you know, we, as surgeons, help patients
• 10:12
  one at a time, but we think that
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  we can do
• 10:16
  something at scale here. And I think that
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  the the challenges, you know, that we face,
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  in the clinic,
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  some of them do translate. Some of the
• 10:26
  skills do translate,
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  to, you know, being
• 10:30
  a a a good entrepreneur. I mean, you
• 10:33
  know, we always talk about attention to detail
• 10:36
  with our fellows and residents.
• 10:38
  We talk about, you know, a lot of
• 10:40
  the same principles that I think have served
• 10:43
  us very well,
• 10:45
  as entrepreneurs.
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  And, certainly, I think our orthopedic surgery training
• 10:50
  and the rigors of that have really helped
• 10:54
  us, you know, with being an entrepreneur and
• 10:57
  starting
• 10:58
  a company that has, you know, grown and
• 11:01
  is now, you know, expanding.
• 11:04
  In in both brilliant folks, Dartmouth, MIT, Columbia,
• 11:09
  Doctor Patel, I'll ask you the hard question.
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  Let me know if you're ready. Yep.
• 11:14
  Can the Philadelphia Phillies be saved, or are
• 11:17
  they done for?
• 11:20
  Well, I think, careful what you say if
• 11:22
  you wanna go to Philadelphia again.
• 11:25
  I mean, I think the Eagles are, you
• 11:27
  know, I think with with the team that
• 11:29
  they have assembled, I think they have a
• 11:31
  shot. You know,
• 11:33
  and so, you know, I think they they
• 11:35
  they have the the
• 11:36
  the the promise of going far, and and
• 11:38
  so, hopefully, they'll they'll be able to execute
• 11:40
  and get it done.
• 11:41
  Now, doctor Patel, I know at one point,
• 11:43
  you had served as a team physician, assistant
• 11:46
  team physician for the Philadelphia Phillies. But before
• 11:49
  I get back to a serious question,
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  do you have a favorite sports team? Is
• 11:52
  there a favorite sports team that you cheer
• 11:54
  for? Yeah. I mean, certainly during during, my
• 11:57
  fellowship,
• 11:57
  I had the opportunity to work with the
• 11:59
  the Phillies and the Eagles, so that was
• 12:01
  an amazing experience.
• 12:03
  And certainly,
• 12:04
  you know, being,
• 12:06
  that close and and being, you know, feel
• 12:08
  feeling like,
• 12:09
  you're a part of that team, you know,
• 12:12
  makes it hard to root against,
• 12:14
  or root for anyone else. You know?
• 12:16
  And so, you know, certainly, I I still
• 12:18
  hope that the Eagles and and the Phillies
• 12:21
  do well. You know, been following them ever
• 12:23
  since, since fellowship. And so, you know, every
• 12:26
  year, you know, when they won the Super
• 12:27
  Bowl,
• 12:29
  not not last year but the year before,
• 12:30
  you know, certainly, it was it was amazing.
• 12:32
  So, you know, I think those are those
• 12:34
  are still, two of my favorite teams. And,
• 12:36
  certainly, you know,
• 12:38
  I have my childhood teams, but, you know,
• 12:39
  certainly,
• 12:41
  following those teams, ever since fellowship, just on
• 12:44
  a different level because, you felt like, you're
• 12:47
  part of the team, taking care of them
• 12:48
  for that year.
• 12:50
  Fantastic. And talk about and, again, was there
• 12:53
  a favorite player or somebody that was particularly
• 12:55
  friendly when you were a a fellow there?
• 12:57
  Any anybody that you think of from either
• 13:00
  particularly from the Eagles or the Phillies, Do
• 13:02
  you think, god. That was a nice person.
• 13:04
  We can't talk about anybody bad because we
• 13:06
  don't wanna get sued. Was there anybody that
• 13:08
  that was just very nice and gracious?
• 13:10
  No. I I mean, no one I I
• 13:12
  can't think of anyone in particular, but, certainly,
• 13:14
  you know, I think everyone,
• 13:15
  you know, was,
• 13:17
  you know, that I interacted with with was
• 13:19
  was very nice, you know. I think, certainly,
• 13:22
  you know, very, very good culture in in
• 13:24
  both of those teams. And and, certainly,
• 13:27
  I think all of, you know, the whole
• 13:29
  environment and experience was,
• 13:32
  was amazing to be a part of. And
• 13:33
  and I think,
• 13:35
  you certainly realize that, you know, you know,
• 13:38
  a lot of those guys are are are
• 13:39
  are very down to earth and and and
• 13:41
  great to to interact with. Yeah. So
• 13:44
  Scott, I would add one one thing. I
• 13:45
  was in I was in Philadelphia,
• 13:48
  for four years practicing,
• 13:50
  when I was at UPenn. And,
• 13:52
  I have to say,
• 13:54
  while I didn't meet the players, the the
• 13:56
  fans of all the places I've lived, the
• 13:58
  the the Philly,
• 14:00
  fans are,
• 14:01
  a a force to be reckoned with. I
• 14:03
  I will just say that, especially when they
• 14:04
  won the Super Bowl.
• 14:06
  I I remember before the game, I I
• 14:09
  was walking the clinic, and and they were
• 14:12
  greasing the light poles, and I didn't understand
• 14:15
  why. So I I asked the I asked
• 14:17
  the clinic staff. I said, why are they
• 14:19
  why are they working on all the light
• 14:20
  poles? They said, well, it's the it's the
• 14:22
  Super Bowl today. I said,
• 14:24
  I don't understand. They said, oh, well, you
• 14:26
  know, if they don't grease them, everybody's gonna
• 14:28
  climb up the light poles.
• 14:30
  So, you know, those fans are, pretty serious
• 14:33
  about, about about the Eagles.
• 14:36
  It's really a place, notwithstanding the brilliance of
• 14:38
  of Rothman, University of Pennsylvania, and more, where
• 14:41
  there's a lot of rabid fans and aren't
• 14:42
  particularly intelligent, but it is an amazing thing.
• 14:45
  Now that's a joke to all the Philadelphia
• 14:47
  listeners. We understand that a lot of you
• 14:48
  are very bright, but just rabid.
• 14:51
  Doctor Safie, tell us this.
• 14:53
  Advice you would give to either emerging surgeons
• 14:56
  let's start there. Emerging orthopedic surgeons, one of
• 14:58
  impactful lives. Like, I I love what you're
• 15:01
  doing. I find the most satisfied
• 15:03
  physician leaders,
• 15:05
  both are physicians first, but they also are
• 15:08
  doing something else that really interests them so
• 15:10
  that their life is a little bit multifaceted
• 15:12
  and they just love it. What advice do
• 15:14
  you give to emerging surgeons? And then doctor
• 15:16
  Patel asked you the same question. You know,
• 15:18
  and you you me merging
• 15:20
  spine surgeons, orthopedic surgeons, or or any physician
• 15:22
  leader.
• 15:23
  Yeah. I think what's really gratifying,
• 15:26
  at least for me, in in medicine is
• 15:28
  working, you know, with the med students, residents,
• 15:31
  and fellows.
• 15:33
  And then in
• 15:34
  and similarly in you know, as an entrepreneur,
• 15:38
  it's,
• 15:40
  you know, working with the team that we
• 15:42
  this amazing,
• 15:43
  brilliant team and really solving a problem
• 15:47
  that you, you know, see in day in
• 15:49
  and day out. And so in spine surgery,
• 15:51
  you know, we see the challenges of PJK
• 15:54
  with our deformity corrections. And we, you know,
• 15:57
  come up with studies, and we try to
• 16:00
  understand it better. And we work and create
• 16:03
  a system of solving that problem. And here,
• 16:05
  you know, we've seen
• 16:07
  the consolidation
• 16:08
  of,
• 16:10
  of health care in general, but orthopedic practices,
• 16:14
  I mean, you know, you know better than
• 16:16
  anyone, but, you know, orthopedic practices have decreased
• 16:19
  over, I think, 20% or so over the
• 16:22
  past eight years. It was, you know, around
• 16:24
  seventy three hundred practices in 2012.
• 16:26
  Last I read, it was, you know, under
• 16:28
  5,800.
• 16:30
  And
• 16:31
  the reimbursement
• 16:32
  rate has dropped around 20% from 2020 to
• 16:36
  now,
• 16:37
  in terms of inflation adjusted. And so,
• 16:40
  you know, that's a real, you know, problem,
• 16:43
  for not only for the surgeons, but also
• 16:46
  for the patients that they take care of.
• 16:47
  And I think for us, you know, we
• 16:49
  want to,
• 16:51
  solve that problem, and it allows us to
• 16:53
  use,
• 16:54
  you know, all of our sort of skill
• 16:56
  sets to do so.
• 16:58
  And so for, you know, folks who are
• 17:00
  evolving leaders, I think it it's important to
• 17:02
  really look at, you know, the problems you
• 17:04
  face day in and day out and really
• 17:06
  try to think about new innovate innovative ways
• 17:09
  to solve that.
• 17:11
  And, you know, all of the credibility and
• 17:13
  intuition,
• 17:14
  conviction you get from being, you know, a
• 17:16
  real user, someone who lives through that,
• 17:19
  is just impossible to replace. And so
• 17:22
  I think I think that's what I would
• 17:24
  say to those folks who are who are
• 17:25
  thinking about it. You can do it, and
• 17:27
  you should focus on something that you
• 17:30
  not only live with day in, day out,
• 17:32
  but you're also passionate about. The the other
• 17:35
  thing I would mention, you know, in terms
• 17:38
  of just being an entrepreneur
• 17:40
  is really, you know, staying close to the
• 17:43
  customer, for as long as possible. I mean,
• 17:46
  you know, our early customers I mean, we
• 17:48
  launched just in 2026,
• 17:50
  but our customers, you know, Neil meets with
• 17:53
  them, you know, and and I meet with
• 17:55
  them, but he meets with them every week.
• 17:56
  They give us insight. We take that insight
• 17:59
  and iterate on our product. And we do
• 18:02
  that, you know,
• 18:04
  daily, weekly,
• 18:06
  consistently. And I think that meaningful insight we
• 18:09
  get
• 18:09
  really comes from all of the people around
• 18:12
  us who are using the product,
• 18:14
  both, you
• 18:16
  know, the clinics, but also the staff. And
• 18:18
  and I think that's really
• 18:19
  helped us
• 18:21
  do something meaningful because you can do a
• 18:23
  lot of work and not get far. And
• 18:26
  by doing this, I think we've gotten very
• 18:28
  far.
• 18:30
  Truly remarkable. Doctor Saifed, any final comments or
• 18:33
  or thoughts you wanted to share?
• 18:34
  Well, I think, you know,
• 18:36
  just
• 18:37
  moving off of that, you know, I think
• 18:39
  it's it's important to be honest, I think,
• 18:41
  with what you know and what you don't
• 18:43
  know both in medicine and in entrepreneurship.
• 18:46
  And so we fill those gaps with people
• 18:49
  who know more about those things. There are
• 18:51
  a lot of things in business that, doctor
• 18:53
  Patel and I don't know, and we've brought
• 18:56
  on folks who are just much smarter than
• 18:58
  us in those areas. And the other thing
• 18:59
  I think, you know, just as a general
• 19:01
  rule and it's probably a general life rule,
• 19:03
  but also in entrepreneurship is it's really important,
• 19:06
  I think, to just move the past on
• 19:08
  particularly on reversible decisions,
• 19:10
  but move slowly on irreversible ones.
• 19:13
  So, you know,
• 19:14
  that's kind of been our motto,
• 19:16
  and I think it's worked out really well.
• 19:18
  So, you know, those are some of the
• 19:21
  the concepts I think that have been critical
• 19:24
  for our success, and I I hope that
• 19:26
  that will help others.
• 19:28
  Let me ask you one final question, doctor
• 19:29
  Safie. As long as we have you here
• 19:31
  Yeah. Both of you are remarkably
• 19:33
  smart, articulate,
• 19:35
  humble,
• 19:36
  thoughtful.
• 19:38
  With that kind of humility,
• 19:40
  do your orthopedic brethren
• 19:42
  ever give you a hard time
• 19:44
  saying that you're making them look bad by
• 19:46
  being so smart and humble?
• 19:49
  Well, we're, you know, we're not neurosurgeons,
• 19:52
  so I think, you know, we've got,
• 19:54
  I should
• 19:56
  no. I I think we we're we're surrounded
• 19:59
  by folks who are wonderful, and and that's
• 20:01
  really been why we are where we are
• 20:03
  today, both, I think, our families, but also
• 20:06
  the, you know, orthopedic surgery community and I
• 20:09
  think the culture
• 20:10
  of excellence that we've surrounded ourselves by. And
• 20:13
  I think the folks we work with are
• 20:15
  phenomenal, you know, both on the clinical side
• 20:17
  but also on the entrepreneurial side. And so,
• 20:20
  you know, it makes our lives that much
• 20:22
  easier. I always give my neurosurgery colleagues a
• 20:25
  hard time, about their god complex. But,
• 20:28
  no. They're they're they're great folks to work
• 20:30
  with, and we I operate with them all
• 20:32
  the time. So
• 20:34
  Right. And you you would think that the
• 20:35
  their neurosurgeons,
• 20:37
  they don't ever think of orthopedic surgeons as
• 20:39
  having a godic complex. It's just the neurosurgeons.
• 20:41
  Right? Yeah. That's that's exactly what happened.
• 20:45
  Exactly. And, gentlemen, what a total pleasure to
• 20:47
  visit with the two. You really enjoyed it.
• 20:50
  I really thank you for joining us on
• 20:51
  the Becker's Healthcare podcast. Again, we're you're joined
• 20:55
  by doctor Kamran
• 20:56
  Seifi,
• 20:57
  and and and doctor Neil Patel.
• 21:00
  Thank you folks so much for joining us.
• 21:01
  It was a real pleasure.
• 21:03
  Thank you, Scott. Yeah. Thanks, Scott.