Practice Operations
Katie, an AI receptionist for Fresno medical practices: one approved answer on hours, parking, prep and plans, and every call handed to who you named.
A patient deciding between two medical practices judges yours by whether the person who picked up knew the answer. A new hire, a temp, and a provider covering the desk each give a slightly different version of your Saturday hours, your parking, or the prep instructions for a first visit. Katie gives the version you approved, and only that version, whichever day it is and whoever would otherwise have picked up. That is what phone reliability means for a practice: the same correct answer on the hundredth call as on the first.
When a suite moves, a holiday closure is added, or you stop accepting a plan, the change is made once. There is no huddle to brief, no note taped to the monitor, and no caller told the old answer weeks later by someone who missed the update.
You name the destination for each kind of call and what Katie should do when that person does not pick up. Billing to billing, refills to the refill line, clinical questions to your clinical staff, a request for a person to your front desk. Katie follows the map on every call and hands off with context, so the caller is not passed around and does not explain themselves twice.
Katie is an AI receptionist, not clinical staff. She does not decide whether a symptom needs to be seen, does not author clinical documentation, and does not write insurance details or anything clinical into the chart; those come back to staff in a structured, EMR-pasteable summary to review and file. Appointments, new patient records, and demographics (name, date of birth, phone) are written to your EMR on the call. A caller describing an emergency is directed to the emergency department or 911 by default; a practice protocol can add steps to that, never remove it.
One approved answer set
Hours, location, prep and accepted plans kept in one place and given reliably on every call
A named destination per call type
Billing, refills, records, clinical questions and human requests each go where you said
Context carried on every transfer
Caller, reason and what was already captured travel with the handoff
Fallback when the transfer is not picked up
Message taken and flagged for callback instead of a dropped caller
Your practice does, in writing, before she takes a call. Hours and holiday closures, the building and parking details, the prep instructions for a first visit, which plans you accept, and how refill and records requests work are entered as approved answers. Katie, the AI receptionist, reads from that set; she does not fill gaps from general knowledge or from what a previous caller happened to be told.
Because there is one place the answer lives. Update the hours there and the next caller hears the new version, whether they phone during clinic or after close. The same applies to a moved suite, a new holiday closure, or a plan you no longer accept: one edit, with no reliance on everyone at the desk remembering.
She says she will get them to someone who can answer, then follows your transfer map: the topic goes to the destination you named, and if nobody is available she takes a message with the question written down as asked and flags it in the call summary for a callback. She does not guess at a policy or a price.
Katie tells the caller who she is connecting them to, then transfers with the caller's name, the reason for the call, and anything already booked or captured, so the person picking up has the context in front of them. If that line is not answered, the caller is offered a message rather than a ring-out, and the summary records that the transfer was attempted and who owes the callback.
No. Clinical questions are routed to the clinical staff you named, with what the caller said captured for that person to review; Katie does not make clinical decisions or write clinical content into the chart. A caller describing an emergency is directed to the emergency department or 911 on every call by default; your protocol can add an on-call page on top of that.
Next step
Meet Katie, the AI receptionist
The AI receptionist that answers the phone.
Technical
EMR and EHR integrations
Real-time appointment and patient record sync.
Core Product
AI medical receptionist
How AI reception works across specialties and practice types.
Next step
AI receptionist for California practices
What changes for a California practice: coverage, compliance and the local market.
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