S2E11: Flip’s Voice AI Growth From Retail to Healthcare | HT2C Podcast With Bert Fernandez
HealthTech2Care (HT2C) Podcast featuring Brian Schiff, Co-Founder & CEO of Flip.
Brian Schiff (Guest):
🔗 LinkedIn: / bschiff
🌐 Website: https://flipcx.com
📺 YouTube: / @goflipcx
Bert Fernandez (Host):
🔗 LinkedIn: / bert-fernandez
🌐 Website: https://www.healthtech2care.com
📺 YouTube: / @healthtech2care
🎙️ In this episode, Brian Schiff shares how Flip evolved from early voice AI experiments in retail to a scaled platform serving 250+ brands and hundreds of millions of phone calls, including household names like Tory Burch and Under Armour.
We unpack what triggered Flip’s move into healthcare, why urgent care became the ideal entry point, and how the team scaled from a small pilot to thousands of clinics in under two years.
Brian also breaks down the “phone problem” in healthcare, where 30–40% of calls go unanswered, and explains how replacing traditional IVRs with AI can improve patient experience, reduce missed visits, and ease pressure on front desk staff.
This conversation highlights why voice AI is one of the fastest, lowest-friction ways for healthcare organizations to start adopting AI and drive immediate, measurable impact.
⏱️ Timestamps:
00:00 Intro
00:52 Brian’s background and how Flip evolved from early voice AI to today
03:02 Move from retail to healthcare and what triggered the shift
07:33 What Flip saw in healthcare that others were missing
13:58 The phone problem in healthcare and what actually changes when replacing IVRs with AI
18:00 Why urgent care was the right entry point and why adoption happened quickly
22:02 Implementation vs reality and why Flip is easier to deploy (including integrations)
26:06 Expanding beyond urgent care and what makes a specialty a good fit
28:41 Inbound and outbound communication across the patient journey
32:04 How to engage with Flip and what to have prepared
🔑 Highlights:
Why voice AI adoption is accelerating in healthcare
The 30–40% missed call problem in urgent care
How call-to-visit conversion impacts revenue and access
Why Flip’s industry-specific approach drives faster adoption
The opportunity to automate both inbound and outbound patient communication
👉 Learn more about Flip’s voice AI product for Retail eCommerce, Transportation, and Healthcare Brands: https://flipcx.com
🔔 Subscribe to the HealthTech2Care YouTube channel for more in-depth conversations with healthcare innovators: / @healthtech2care
#VoiceAI #HealthTech #PatientExperience #DigitalHealth #HealthcareInnovation #AI