Cerbo EHR · Experience
Voice + SMS Governance for Cerbo Practices
Policies ensuring phone and text stay in sync, compliant, and documented across Cerbo clinic locations.
Section 1
Multi-channel communication requires a governance policy
Cerbo practices using voice, SMS, and portal messaging simultaneously need a governance policy that defines what information travels in each channel, how consent is documented, and how conflicts between channels are resolved.
Without this, patients receive inconsistent information — a Cerbo portal message saying one thing and an SMS confirmation saying another — which erodes trust and creates liability.
Section 2
The three-channel governance framework
Voice handles: complex scheduling, urgent triage, new-patient intake, and any conversation requiring clinical judgment escalation. SMS handles: confirmations, reminders, and simple logistical updates. Portal handles: clinical results, detailed clinical instructions, and secure two-way messaging.
AI routes every interaction to the correct channel based on content type — never sending clinical details via SMS, never routing urgent triage to portal-only response.
- Voice: intake, triage, complex scheduling, escalation
- SMS: confirmations, reminders, non-clinical logistics (no PHI in message body)
- Portal: clinical results, treatment instructions, prescription refill requests
- Conflict resolution: voice takes precedence over SMS for any conflicting information
Section 3
Quarterly governance review
Communication governance should be reviewed quarterly with your Cerbo admin and compliance lead. Review includes: consent documentation audit, channel-conflict incident review, and AI script updates for new appointment types or practice policy changes.
Ready to implement this for your Cerbo practice?
Book a demo and we'll walk through your specific Cerbo workflow — scheduling rules, Chart Parts templates, and after-hours coverage — and show you exactly how MedReception AI handles it.