DexCare has acquired Mila Health, an AI care coordination company whose agents interact with patients by phone, text and chat to help them schedule appointments, prepare for care and complete follow-up steps. Financial terms of the transaction were not disclosed.
The acquisition extends DexCare’s AI capabilities beyond scheduling and patient access into broader care coordination. Mila’s agents operate using DexCare’s access data model, which has been used across more than 10 million bookings and is designed to standardize scheduling data, workflows and institutional knowledge into a governed system.
DexCare’s platform brings together information that can otherwise be fragmented across health systems, including credentialing requirements, referral rules, insurance requirements and scheduling protocols that can differ by provider, location and service line.
Mila’s AI agents can use those approved rules and workflows to determine where and when a patient should be scheduled, whether the patient qualifies for a particular service and whether another location or provider may be more appropriate.
The combination is intended to allow health systems to deploy AI agents that have access to the specific operational context needed to complete more complex patient journeys rather than simply conducting basic conversations.
Potential use cases include contacting patients who are overdue for care, scheduling appointments, explaining procedure requirements and following up after patients return home.
Mila works with healthcare providers, payers and software platforms. The company said its agents have achieved a 54% patient response rate during outbound outreach, which it said is 80% higher than manual call centers.
Mila also reported that its agents have reduced no-show rates by 50% and increased revenue by 18%.
The company was built as an API-first platform that can be embedded into existing healthcare workflows. Customers can configure and govern AI agents for specific tasks while maintaining visibility into how the systems make decisions and when cases are escalated to people.
Tampa General Hospital has used DexCare to codify 260 scheduling policies and identify more than 50 gaps, illustrating how the underlying access model can be applied to complex specialty-care scheduling.
The transaction represents DexCare’s second acquisition. The company acquired Womp in 2022 to add consumer-oriented healthcare search and scheduling capabilities.
DexCare spun out of Providence Health in 2021 and has raised $146 million, including a $75 million Series C led by ICONIQ Growth in 2023.
The company serves healthcare organizations across all 50 states and says its technology reaches 57 million patients. Customers include Kaiser Permanente, Piedmont, Texas Health Resources and Tampa General Hospital.
KEY QUOTES:
“Mila gives our data a voice, and our data gives Mila direction. AI solutions are everywhere, but health systems quickly realize that building the infrastructure, scaling the pilot, and managing the agent’s boundaries is untenable. Most agents lack contextual awareness to connect a health system, to know the relationships between service lines and the nuances and preferences of staff, locations and providers. Any agent can sound incredibly human, but ours understands the health system it speaks for.
“With Mila, DexCare pairs our access data model, the intelligence that controls where, when and how to navigate a patient, with agents that act on it, from calling someone who’s overdue for a visit, to walking them through what a procedure requires, and checking in once they’re home. The era of stitching together tools, one at a time, to solve one access challenge is over.”
Matt Blosl, CEO of DexCare
“Many scheduling technologies work for simple visits, but they struggle when clinical requirements and scheduling rules become more complex. DexCare efficiently codified 260 scheduling policies and uncovered more than 50 gaps. Bringing scheduling and clinical logic together in a single system enables AI to accurately coordinate complex specialty care, not just for one clinic, but expanded across our entire enterprise.”
Dr. Peter Chang, Senior Vice President and Chief Transformation Officer at Tampa General Hospital
“Healthcare can’t rely on out-of-the-box large language models because they’re unpredictable and can’t be audited. With DexCare, providers and payers can configure an AI agent to complete the tasks they can’t staff for and trace how it decided each step. Mila solves more and escalates less, so leaders can place their people on the work that needs a person.”
Shailu Verma, Co-Founder and CEO of Mila Health
