Sobrius Health: AI Voice Agents on the Front Line of Addiction-Treatment Admissions

Replacing manual call grading and a press-1 phone tree with HIPAA-compliant AI voice agents that answer, qualify, and route every inbound call — on the Skypoint AI Platform.

skyVoice went live — an AI agent now answers every inbound call, routes it to the right department — Admissions, Medical, Business Office, or HR — or connects callers straight to a named person on request, runs the intake questionnaire, and qualifies the lead. Real work executed by AI, not a phone menu handed to a coordinator to action later.
Every call graded automatically — recording is consent-gated and each qualified lead syncs straight to the client’s CRM, eliminating the manual, call-by-call grading the team once did by hand.

FOCUS

Addiction treatment & recovery for substance use disorders — inbound admissions intake

LOCATION

Lynchburg & Galax, Virginia

LEADERSHIP

Doug Fullaway · Chief Financial Officer
Timothy Hogan · Director — Access, Partnership, and Growth

PLATFORM

skyVoice, powered by the Skypoint AI Platform

Sobrius Health runs addiction-treatment and recovery programs in Virginia, where the first contact with a prospective patient is almost always a phone call — someone seeking treatment, a hospital or probation officer making a referral, or a family member in crisis. Getting that caller to the right person quickly, capturing the right information, and not losing the lead is the difference between a patient who starts treatment and one who calls somewhere else.

But every inbound call first hit a press-1 phone tree, then reached an admissions rep with no caller ID and no context — and to measure quality, calls were listened to and graded by hand, one at a time. To lift that ceiling without simply hiring more coordinators, Sobrius partnered with Skypoint to put AI voice agents on the front line. In May 2026, skyVoice went live.

“With our previous phone system, our Client Access Representatives spent countless hours acting as receptionists for the whole organization — callers knew Admissions was the department most likely to pick up, so they were answering the phone far less than half the time. We had to make a change. skyVoice has already given me back at least three hours I used to spend grading every call by hand, re-routing, and returning missed calls. It was a really smart decision for us.”

Timothy Hogan

Director — Access, Partnership, and Growth · Sobrius Health

Results since go-live

7,500+

Inbound calls handled end-to-end by AI agents

1,200+

AI-qualified intake leads created and synced to the client’s
CRM

100%

Callers routed to the right department or person — replacing
the press-1 menu

24/7

AI front-line coverage — every call answered, after-hours
included

The administrative drag on admissions intake

Addiction-treatment admissions sit at the intersection of urgent patient need, sensitive and often legally protected information, and high call volume from a mix of self-referrals, hospitals, and referral partners. Every marketing line routed through a single local number into a press-1 phone tree; when a rep finally answered, the call had been patched rather than forwarded — so reps saw no caller ID and started every conversation blind.

To measure quality, the team’s marketing and admissions lead manually listened to and rated calls on a 1–5 scale, roughly 30 seconds a call, every day. Leads were auto-created from caller ID alone, so most records were little more than a phone number and a city name. Every hour spent keying data, replaying calls, and chasing missing fields was an hour not spent moving a patient toward treatment — and every dropped or mis-routed call was a referral at risk of leaking to another provider.

Before and after

BEFORE	AFTER
Press-1 phone tree	Natural conversation
No caller context at pickup	Qualified lead ready before transfer
Manual, call-by-call grading	Automated grading on virtually every call
Leads from caller ID alone	Full intake data captured
Business-hours coverage	24/7 coverage, after-hours included

Why agentic AI — not another call-tracking tool

Skypoint takes a deliberately different stance from traditional call tracking and analytics: AI agents that execute the work — answering, qualifying, routing, recording, grading, and writing the lead to the CRM — rather than dashboards that log a call for someone to review later.

Under the hood, skyVoice runs on the Skypoint AI Platform, combining real-time speech with enterprise-grade language models operating under a signed HIPAA BAA, plus tools that create leads, detect intent, and hand off to a human. Because these calls carry protected health information, consent is enforced before any information is collected, recording is consent-gated and skipped for HR and internal calls, and the platform is HITRUST r2 and SOC 2 Type 2 certified with role-based access control and row-level security — built to meet HIPAA and 42 CFR Part 2.

Crucially, Skypoint didn’t deliver from a distance. Forward-deployed engineers worked directly with Sobrius — tuning the agents to the facility’s real intake questions, referral sources, business hours, and routing — through discovery, UAT, and a phased golive.

One front door for every department

The press-1 phone tree sat in front of the whole organization, not just admissions — so skyVoice replaced it for everyone. An AI agent answers every call and, through natural conversation, works out what the caller needs and routes across all of Sobrius’s teams — Admissions, Medical, Business Office, and HR — each backed by its own intake flow and rep queue. Since go-live it has routed hundreds of calls across Medical, the Business Office, and HR (handled without recording) alongside the admissions intake line — no menu, no mis-dialed extensions.

And callers who already know who they need don’t have to go through any of it. A returning patient, a referral partner, or a probation officer can simply ask for a specific person, department, or extension by name, and the agent recognizes the request and connects them straight through — no questionnaire. Hundreds of callers have been routed directly this way since go-live. And every caller is guaranteed a follow-up: skyVoice can capture a voicemail and instantly email the assigned rep a secure link, so no message ever slips through the cracks.

Go-live: skyVoice

Sobrius launched skyVoice on its main inbound line in May 2026, after a discovery process that began in February and a round of UAT in which the agents were tuned against real calls. On go-live, the AI agent began handling every inbound call end to end: identifying what the caller needs, walking admissions callers through the intake questionnaire, writing a qualified lead to the client’s CRM, and patching the caller straight to a live rep — or capturing a voicemail and instantly emailing the assigned rep a secure link so every caller is followed up — replacing the press-1 menu entirely.

Since go-live, the agents have handled more than 7,500 calls from 2,000+ distinct callers across four routed queues, graded virtually every one automatically, and created over 1,200 qualified intake leads — with the team monitoring exceptions instead of grading calls by hand.

What's next: reporting, then insurance verification

The admissions line was the first workflow, not the destination — and the platform has kept expanding since go-live. All of Sobrius’s marketing and campaign tracking numbers now route into skyVoice, retiring the legacy call-tracking system entirely. And repeat callers now merge cleanly into their existing CRM record — logged as call activity under that lead, keeping every record in the CRM clean.

Next on the roadmap is feeding call and conversion data into the team’s reporting, followed by insurance and benefits verification (VOB) — the highest-friction step before admission — as a natural next agent capability on the same foundation. Because skyVoice is configuration-driven and multi-tenant, new agents, intake questions, queues, and routing rules can be added without re-platforming — so every workflow Sobrius automates makes the next one faster to stand up.

The result

The result wasn't a better phone tree.

It was an admissions operation that answers every call, captures every lead, and gives staff more time to focus on patients — on a HITRUST-certified platform built for HIPAA and 42 CFR Part 2. And by design, it’s still in its early innings.

Put skyVoice AI agents to work in your provider groups

Start with one line, solve a real problem, and expand when ready — with forward-deployed engineers building agents that match your workflows.

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