Keeping Schedules Full Through Intelligent Automation

For Mosaic Dental Collective, a dental group operating across California, Washington and Idaho, a full schedule is the whole game. Maintaining a consistently full provider schedule requires balancing new patient growth with proactive engagement of existing patients due for continuing care.  Working through those patients by phone at scale is increasingly difficult for front-office teams already balancing patient care, check-ins and incoming calls.

Like many large multi-location dental organizations, Mosaic recognized that traditional recall workflows rely heavily on front-office capacity, creating an opportunity to improve consistency, scale and patient engagement through AI automation.

Resonate AI has become an important component of our patient engagement strategy.

At Mosaic, we believe technology should enhance - not replace - the relationships between patients and their dental care teams. AI helps automate routine administrative tasks and outreach, while our dentists, hygienists and office teams focus on what matters most: delivering personalized care, building trust and helping every patient receive the right treatment at the right time

Today, Resonate AI's AI Patient Recall Agent supports Mosaic's patient reactivation efforts across its locations, identifying the patients due back, reaching them with personalized text conversations, and booking them directly onto the schedule. Most routine patient outreach and scheduling occurs automatically, allowing front-office teams to focus on in-office patient care and higher-value interactions. The result, as Ryan Torresan, Chief Marketing & Operations Officer, explains: “Resonate AI has been one of several operational initiatives supporting Mosaic's ability to consistently maintain fill rates above 94%.”

Mosaic views artificial intelligence as one component of a broader patient access strategy that includes centralized scheduling, digital patient acquisition, online scheduling, provider template optimization and operational coaching. AI is used to support - not replace - the expertise of dental professionals and office teams, allowing them to spend more time building relationships with patients and delivering exceptional care.

Client Profile

Mosaic Dental Collective is a multi-state 55+ location dental group operating across California, Washington and Idaho. With a focus on operational excellence and a consistent patient experience across a growing footprint, Mosaic needed a reliable, scalable way to keep every location's schedule full, without piling more outreach work onto already-busy front-office teams.

The Challenge

As Mosaic continued to grow, maintaining consistent recall outreach across more than 55 supported practices became increasingly dependent on front-office capacity. Leadership recognized an opportunity to standardize and automate patient reactivation while improving visibility and reducing administrative workload.

Scaling patient reactivation consistently. As Mosaic grew, maintaining consistent reactivation outreach across 55+ practices became increasingly difficult to manage through manual workflows alone.

Front-office capacity limits. As Mosaic continued to grow, leadership sought a more scalable and consistent approach to patient recall that reduced administrative burden while improving the patient experience.

Inconsistent visibility across locations. Across three states, leadership needed a single, clear view of how many patients were being re-engaged, how many were booking, and where the open opportunities still sat.

The Solution

As part of Mosaic's broader AI strategy, leadership evaluated technologies that could improve patient access, reduce administrative workload and deliver measurable operational outcomes. Resonate AI was selected based on its ability to automate recall while integrating into existing workflows.

Mosaic deployed Resonate AI's AI Patient Recall Agent to support reactivation through an always-on, automated program across its locations:

• Smart patient selection: The agent identifies the patients most worth reaching, based on time since last visit, last treatment, whether they have a future appointment booked, and their preferred times, so outreach targets real, bookable demand.
• Hyper-personalized outreach: Each patient receives a natural, personalized text rather than a generic "you're due" blast, with no front-office time required to initiate.
• AI-led booking into the PMS: The agent carries the conversation through to a scheduled appointment and books it directly, handling the back-and-forth that used to require a staff member.
• Escalation when it matters: When a request needs a human touch, the agent hands a fully-detailed conversation to the front office, who schedules the escalated patient directly.
• Real-time, multi-location visibility: Leadership sees engagement and booking performance across every location in real time.
• Fast, low-lift rollout: "We were up and running within 3 weeks and had minimal issues," says Torresan.

Every patient interaction remains connected to their trusted local dental practice, ensuring technology complements the clinical judgment and personal relationships that define exceptional patient care

Results

Since implementing the Patient Recall Agent, Mosaic has created a scalable, repeatable patient reactivation program that consistently converts dormant demand into booked appointments across its supported practices.

3,332 Patients Re-Engaged

• 3,332 patients proactively contacted
• 1,487 patients actively engaged, a 45% engagement rate

576 Recall Appointments Scheduled, 75% by AI

• 433 appointments booked entirely by AI (75% of all bookings)
• 143 booked by front-office staff from AI-handled conversations

A Fuller Schedule, Consistently

• Reactivation appointments now land on the schedule automatically, at a 75% AI-booking rate that holds across locations
• " Resonate AI has become one of several tools supporting our ability to consistently maintain strong schedule utilization across the organization," reports Torresan.

What the Mosaic Team Says

"Patient reactivation represents one of the highest-return opportunities within an existing patient base. But our goal isn't simply to automate outreach. It's to ensure every patient receives the preventive and restorative care they need while allowing our office teams to focus on what they do best - building relationships, delivering exceptional care and creating an outstanding patient experience. Technology should support those relationships, not replace them."

- Jagdev S. Heir, MD, DMD, FACS.  Founder/CEO & President

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"We have strong visibility into performance, with a 45% patient engagement rate. More importantly, 75% of the appointments generated through the program are booked entirely by AI, reducing administrative work for our teams while helping patients get back into care"

- Ryan Torresan, Chief Marketing & Operations Officer, Mosaic Dental Collective

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"The implementation was straightforward, adoption across our practices was strong, and the visibility into performance gives our operations team the data we need to identify opportunities and continuously improve results."

- Lindsey Knox, VP of Operations, Mosaic Dental Collective

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"AI is here to stay, it is not going away. So you need to use it in some fashion. The key is finding partners that put points on the board - and Resonate AI has done that for Mosaic”

- Ryan Torresan, Chief Marketing & Operations Officer, Mosaic Dental Collective

How It Works

1. The Recall Agent identifies patients due to return: recall, hygiene, and unscheduled-treatment patients across all locations.
2. The agent reaches out proactively with a personalized, natural text conversation.
3. The patient engages, and the agent handles scheduling questions and preferences in real time.
4. The agent books the appointment directly into the PMS or seamlessly transitions the conversation to the practice team whenever a patient would benefit from personal assistance.
5. The front office schedules escalated patients with the full context already gathered.
6. Leadership tracks engagement and booking performance across every location in real time.

Key Takeaways

For multi-location groups: Reactivation is one of the highest-value, most-underleveraged sources of production in a dental group, and the one most likely to fall through the cracks. Resonate AI supports reactivation as an automated program across locations, reducing the program's dependence on front-office bandwidth.

For front-office teams: With 75% of reactivation appointments booked entirely by AI, staff get time back for the patients in front of them, while still capturing the patients who need to come back.

For leadership: Real-time, cross-location visibility turns reactivation from a guessing game into a managed, measurable program with clear performance benchmarks.

Looking Ahead

With reactivation running reliably across its locations in California, Washington and Idaho, Mosaic Dental Collective continues to expand its use of Resonate AI to keep schedules full and re-engage every patient who needs to come back. As Torresan sums it up: "Resonate AI puts points on the board."

For Mosaic, patient recall isn't simply about filling schedules - it's about reconnecting patients with the preventive and restorative care they need. By combining AI-powered efficiency with compassionate dental professionals and experienced office teams, Mosaic continues to deliver a patient experience that is both technologically advanced and deeply personal. Every patient interaction is designed to ensure patients receive the right care, at the right time, from dental professionals they know and trust

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