AI Voice Agent for Patient Scheduling at a Clinic Group
A voice agent that answers scheduling calls around the clock, books and reschedules in the practice management system, and transfers clinical questions to staff immediately.
Front-desk staff answered phones while checking patients in. About one call in four went to voicemail during clinic hours, many of those callers booked elsewhere, and reminder calls were made by hand when time allowed.
The approach.
- 01Scoped the agent to scheduling only: new bookings, reschedules, cancellations and confirmations.
- 02Integrated with the practice management system through its API, with role-limited access.
- 03Hard-coded transfers for anything clinical, urgent or emotional, with the call summary passed to staff.
- 04Ran outbound confirmation calls 48 hours before each appointment.
- 05Signed a BAA, kept PHI inside the client's cloud and logged every action for audit.
A speech-to-speech agent understands the request, checks real availability, books the slot and confirms it back. It recognises clinical or urgent language and hands over at once.
How we measure it.
Answered calls come from the phone system. No-shows are compared against the same months a year earlier. Hours freed is the handled call volume times the measured average call length.
Before you ask.
Beyond Technologies builds it on HIPAA-eligible infrastructure under a BAA, keeps patient data in your cloud, limits the agent to scheduling data and logs every action for audit.
The agent does not give clinical advice. It transfers the call to staff straight away and passes along a summary so the patient does not repeat themselves.
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