Retention

Appointment reminders and confirmations that patients actually respond to — text, voice, email

AI-powered appointment confirmations and reminders sent automatically 24 hours and 2 hours before each visit. Patients confirm via text or voice; no-shows drop and chair time is preserved.

Confirmation text sent automatically when appointment is booked — patient sees the time, location, and provider immediately
Reminder message sent 24 hours before visit; patient confirms with a single reply
Second reminder (text or voice call) sent 2 hours before — catches cancellations early so slot can be backfilled
Cancellations and rescheduling requests handled by AI; staff notified immediately so another patient can be moved into the slot
No manual reminder calling; entire workflow is automated and runs around the clock
Two-way messaging so patients can ask quick questions ('What's the copay?' 'Do I bring insurance?') without calling the office

How it pays back

Chair time no longer wasted on no-shows

Confirmed appointments with reminder confirmations have higher show rates. Cancellations caught early so your team can text or call another patient from the waitlist.

Reduces staff time spent on reminder calls

No front desk staff dialing through a list at 4 p.m. The AI handles all reminders and confirmations; staff only step in if a patient requests to reschedule or has a clinical question.

Same-day backfill of cancellations

When a patient cancels in response to a 2-hour reminder, the AI notifies your team in real time. They can reach out to a waiting patient before the slot goes empty.

Patients know where to go and what to bring

Confirmation and reminder messages include appointment time, location, parking info, and what to bring. Reduces check-in delays and last-minute clarification calls.

Automated confirmation at booking

Immediate text or voice confirmation

Instant cancellation alerts

Staff notified in real time for waitlist backfill

Two-way patient messaging

Patients reply with questions or reschedule requests

Frequently asked questions

How does the patient confirm their appointment?

Patients receive a text or voice message asking them to confirm by replying 'YES' or by pressing a key (if voice). The AI captures the response and updates your calendar in real time. If a patient doesn't respond within the reminder window, your staff can follow up manually.

What happens if a patient cancels via the reminder message?

The AI captures the cancellation and immediately notifies your front desk staff. Your team can then reach out to a waiting patient or someone from the cancellation waitlist to fill the slot.

Can patients reschedule through text?

Yes. If a patient replies 'RESCHEDULE' or indicates they need a different time, the AI offers available slots via text or voice. If the patient books a new time through the AI, the appointment is updated in your EMR calendar. Your staff are notified of the change.

Does this work with my EMR?

Yes. MedReception reads your live appointment calendar, sends confirmations based on appointments already booked, and updates cancellations and rescheduled appointments in your EMR. Named integrations include athenahealth, eClinicalWorks, Epic, Elation, Cerbo, Hint, Tebra, AdvancedMD, and ModMed.

What if a patient doesn't respond to reminders?

After the second reminder (2-hour window), if the patient hasn't responded, the AI can either mark the appointment as 'unconfirmed' or your staff can make a final manual call. The system flags these appointments for your team so you're not caught off guard by a no-show.