Veracity AI Phone Answering

What callers hear when the line rings

Your line is answered immediately, at nine on a Monday morning or at midnight on a Sunday, and whether your front desk is free or every line is already lit. Katie greets callers in your practice's name, asks what they need, and keeps the conversation focused on getting them to the right next step.

MedReception AI is live with practices on Veracity by AllegianceMD. Your team keeps working in Veracity the way it does now. What changes is the phone: no caller is left listening to an endless ring, and every call reaches your staff with the facts already gathered.

Three agents on one number

You decide when each agent is on duty. One arrangement puts Katie on the line during office hours, hands the phones to Annie when the doors close, and lets Victoria deal with anything a caller still chooses to leave as a message.

• Katie, the receptionist, answers new and established patients, gathers the request and transfers to staff when your rules say a person should take it.
• Annie, the after-hours agent, covers nights, weekends and holidays under the escalation rules you set.
• Victoria turns each voicemail into a structured summary, so nobody replays a recording to find a callback number.

What lands in front of your staff

Every call ends in a structured summary: who called, why they called, what they need and how urgent it is. It reads like a well-written message slip rather than a transcript, and your staff act on it in Veracity, whether that means confirming a visit, routing a refill request or calling a patient back.

Because every summary follows the same shape, a medical assistant covering for a colleague can pick up the queue without asking what anyone meant.

Lines Katie does not cross

Katie never gives medical advice, never makes a clinical decision, never approves or changes a prescription and never changes a chart on her own. When a caller describes symptoms or asks a clinical question, the call follows the escalation rules your practice sets, and clinical staff take it from there.

HIPAA compliance is verified by Compliancy Group, and a Business Associate Agreement comes with your account rather than as an add-on you have to request.

From signup to a working line

Typical setup runs about one week from signup to launch. Connecting to Veracity usually takes one to three days, while registering your number for patient text messages takes about five days and is what sets the overall pace. During that week you tell us your visit types, your transfer rules and what should happen after hours.