How Remenix Handles Patient Scheduling Across 3 Locations Without Overloading Reception

Remenix is a medical imaging center with over 18 years of experience, serving patients across Romania with MRI, CT, ultrasound, vascular surgery, Doppler, and internal medicine. ISO9001 certified and operating across three locations, the clinic is built on a single principle: the most detailed images, obtained with the minimum number of scans. That precision extends to everything they do, including how they manage patient communication.

The Challenge

Medical imaging runs on referrals and timing. A patient gets a referral from their GP on a Tuesday afternoon, searches for a clinic, and sends a WhatsApp message at 6pm. If no one answers by the next morning, they have already called a competitor and booked. The window between a patient's first message and their decision is often under two hours.

Remenix's reception team was excellent at managing in-person patients. But the same staff was also responsible for answering WhatsApp messages, picking up calls, and handling walk-ins, all at once, across three locations. The questions were often identical: what preparation is needed for an MRI, how long a CT scan takes, which investigations are covered by CNAS, whether a particular insurer is accepted, and how quickly a slot is available. During business hours, the team managed. After 6pm and on weekends, messages piled up unanswered.

“Patients don't wait 24 hours for a callback. When they need an investigation, they message two or three clinics and go with whoever answers first. We were losing appointments we never even knew we had lost.”

The problem was structural. Adding more reception staff would help during hours the clinic was already open. It would do nothing for the evenings, weekends, or the gaps between calls when the team was occupied with someone at the desk. What Remenix needed was a system that was always on.

The Solution

Estera Concierge was connected to Remenix's WhatsApp Business number and trained on the clinic's full service catalog: every investigation type, the specific preparation required for each, pricing, CNAS reimbursement rules, partner insurers including Allianz and Asirom, and appointment availability across all three locations. From the moment a patient sends a message, whether at 8pm after leaving their GP or at 10am while the reception desk is busy, Estera replies with the exact information they need and offers to schedule the appointment directly.

The AI handles the full conversation: it answers clinical questions about what each exam involves, explains whether fasting is required, confirms which insurers are accepted, checks slot availability, and confirms the booking. If a patient mentions a specific symptom or referral, Estera can suggest the appropriate investigation type. The reception team receives a notification when an appointment is confirmed and only steps in when a patient specifically requests human contact.

• Answers questions about MRI, CT, ultrasound, Doppler, and vascular surgery services instantly
• Explains preparation requirements specific to each exam, including fasting and contrast protocols
• Informs patients about CNAS reimbursement and accepted partner insurers
• Books appointments across all three locations without requiring reception involvement
• Suggests the right investigation type based on the patient's symptoms or referral
• Available 24/7, capturing every request that arrives outside business hours

The Results

In the first 30 days, Estera handled over 170 patient conversations on WhatsApp across all three Remenix locations. Not every conversation is a booking - some are questions about preparation, pricing, or insurance. Estimating a 50% booking conversion rate and an average appointment value of 600 RON, that points to over 50,000 RON in appointments facilitated through a channel that previously had no coverage outside business hours.

“We didn't add a single person to reception. We added Estera, and now three locations are covered around the clock. Patients get an answer the moment they ask, and the appointment request lands with our team ready for manual confirmation.”

Beyond the numbers, the change shifted how the reception team works. Instead of spending the first hour of every morning answering overnight messages, they walk in to a calendar that already moved forward on its own. The focus is entirely on patients who are in the building, not on catching up with ones who wrote in the night before.

Remenix now uses Estera Concierge as the default first point of contact for all WhatsApp inquiries across its locations. The same AI agent that answers at 9am on a Monday is there at 10pm on a Sunday, with the same accuracy and the same speed.