Replace the phone tree. The AI receptionist asks one question, understands the caller's intent, and routes them to the right outcome — new-patient intake, existing-patient lookup, billing, refills, or escalation — without “press 1.”
Included on every MedSiteAI plan from $149/mo. HIPAA compliant. No per-call fees.
The AI listens, identifies the intent, and routes — no menu trees, no transfers, no waiting on hold for the wrong department.
Captures name, DOB, phone, insurance, chief complaint, attorney info if applicable. Books the new-patient slot live in your EHR. Sends a confirmation and intake-form link by SMS.
Phone-number match against your EHR identifies the caller in 1-2 seconds. Skips intake. Pulls upcoming appointments, recent visits, and outstanding balances if staff needs context.
Captures medication name, dose, pharmacy, last fill date. Queues the request to the appropriate provider with structured data. Sends an SMS to the patient when staff confirms or denies.
Account-balance questions, payment plans, claim denials. Routes to your billing team with full caller context. Time-sensitive issues (deadlines, disputes) escalate live during business hours.
Pulls the patient's next appointment, offers replacement slots from the live EHR availability, books the new time, releases the old slot. Updates everyone automatically.
Anyone who says “transfer me” or asks something off-script gets routed cleanly to the appropriate human queue — front desk, on-call, or billing — with the conversation context already attached.
Traditional IVR phone trees were designed for 1990s call centers — pre-recorded menus, DTMF tone selection, deep nesting (“press 1 for new patients, then 2 for general practice, then 3 for…”). They optimize for the call center, not the patient. Industry data puts IVR abandonment rates between 30% and 50%, meaning up to half of inbound calls hang up before reaching a destination.
Open-question routing works differently. The patient hears one prompt — “How can I help you today?” — and answers in their own words. The AI maps that answer to the appropriate destination using language understanding, not menu position. If the patient says “I need to reschedule my appointment for next Tuesday,” the AI knows immediately: existing patient, reschedule path, looks up the appointment, offers options. No menu navigation. No wrong-button frustration.
Practices that switch from IVR to open-question routing typically see call abandonment drop from 30-50% to under 5%, average call duration decrease 40-60%, and patient satisfaction scores on phone interactions go up. Your front desk gets fewer misrouted calls and more time for in-person patients.
The routing logic only works if the AI can actually see your patient data, your schedule, and your providers. MedSiteAI integrates natively with 30+ EHR and practice-management systems — Epic, Cerner, athenahealth, DrChrono, NextGen, eClinicalWorks, Allscripts, Greenway, Elation, Jane App, ChiroTouch, Open Dental, ACOM Health, ChiroFusion, Dentrix, Eaglesoft, and more. For systems we don't integrate natively, FHIR R4 and HL7 v2 bridges cover most of the rest.
Patient identification happens by phone-number match against your EHR's patient phone field. Match latency is typically under 500ms — by the time the patient finishes their first sentence, the AI knows who they are. New-patient calls trigger a chart creation only after the patient confirms they want to book. We never auto-create test patients, duplicate records, or pollute your chart system.
For booking requests, the AI checks live availability against your scheduler, respects blocked time, lunch breaks, provider time-off, and appointment-type rules (some visits require specific providers, rooms, or block lengths). It never books an appointment that breaks your schedule rules — if no valid slot exists, it offers a callback.
English and Spanish are supported out of the box. Mandarin, Vietnamese, Tagalog, Korean, Portuguese, French Creole, and Arabic are available on request — common requests in U.S. medical markets. Language is detected automatically from the caller's first sentence; there's no “Press 2 for Español” menu.
Detection is per-call, not per-patient — the same patient can call back tomorrow in a different language and the AI follows their lead. Transcripts are stored in the original language plus an English translation for staff review. If a particular language is critical to your patient population and not currently supported, we can add it within ~2 weeks of request.
Every plan includes a Business Associate Agreement signed before service goes live. Call audio is processed in HIPAA-compliant infrastructure with TLS 1.3 in transit and AES-256 at rest. Transcripts are stored encrypted with role-based access control. Audit logs capture every routing decision — who called, when, how the AI classified the intent, where it routed, and what happened next.
We do not use patient call data to train AI models. We do not sell or share transcripts. SOC 2 Type II controls map to HIPAA Security Rule safeguards. Full security model at /security.
Included on every MedSiteAI DFY plan. Higher tiers add capacity:
No per-call fees. No per-minute fees. Unlimited inbound call volume on every tier.
When a patient calls your practice, the AI receptionist asks one open-ended question — "How can I help you today?" — and uses the answer to route them to the right outcome: book a new-patient appointment, look up an existing chart for a follow-up question, transfer to billing, queue a refill request, escalate an urgent symptom, or take a callback for anything off-script. No phone-tree menus. No "press 1 for…" Patients describe the situation in their own words; the AI maps that to the right path.
Yes — by phone number first, then DOB confirmation if needed. The moment the call connects, the AI matches the caller ID against your EHR's patient phone field. If there's a match, the AI greets them by name and skips intake forms. If there are multiple matches (family on the same line), it asks who's calling. New callers get the standard new-patient intake flow.
English and Spanish out of the box; Mandarin, Vietnamese, Tagalog, Korean, Portuguese, French Creole, and Arabic available on request. Language is auto-detected from the caller's first sentence — no menu trees. The same patient can call back in a different language and the AI follows their lead.
Most billing questions get queued for your billing team with full context — caller name, phone, account match, transcript, and the specific question — sent as a structured task in the MedSiteAI dashboard. Time-sensitive billing issues (claim denial appeals with deadlines, payment plan questions, balance disputes during business hours) escalate to the billing line in real time. You configure the rules once in the dashboard.
It transfers cleanly. Any caller who says "I want to talk to someone" or "transfer me" gets routed to the appropriate human queue — front desk during business hours, on-call after hours, billing for billing questions. The AI never traps callers. We measure transfer rate as a quality metric and tune routing rules to minimize unnecessary transfers without forcing patients into a chatbot dead end.
Phone trees force callers to listen to a menu, pick a category, listen to another menu, pick again, and often get the wrong department anyway. They abandon at 30-50% rates. Our AI receptionist replaces that with a single open question. The caller describes their situation; the AI maps it to the right outcome. Average call time drops 40-60% vs IVR systems, and abandonment drops to under 5%.
Yes — 30+ EHR/PM systems including Epic, Cerner, athenahealth, DrChrono, NextGen, eClinicalWorks, Allscripts, Greenway, Jane App, ChiroTouch, ACOM Health, ChiroFusion, Open Dental, Dentrix, and more. New-patient intake gets the patient created in your chart system. Existing-patient questions get logged to the patient's record. Booking requests check live availability and confirm the slot.
Yes. Default rules ship working out of the box, but every practice has unique workflows: a chiropractor might route auto-injury intake to a separate workflow with attorney capture, a dental practice might route emergencies to a same-day slot, a pediatrics practice might handle parent vs. legal guardian distinctions. You configure the routing rules in the MedSiteAI dashboard — by call category, caller type, time of day, language, and intent. Changes apply on the next call.
BAA included on every plan. Call audio processed in HIPAA-compliant infrastructure (TLS 1.3 in transit, AES-256 at rest). Transcripts are stored encrypted with role-based access. Audit logs retain who accessed what for the full HIPAA-required retention period. We don't use call data to train AI models, and we don't share or sell transcripts. Full security model documented at /security.
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