Front desks lose hours to scheduling, reminders and billing questions while patients wait on hold. Our voice agents handle the administrative calls around care, with health information redacted and a firm rule: anything clinical or urgent goes to a person immediately.
I need to move my follow-up with Dr. Rao. I’m starting a new job on Thursday mornings.
I have Thursday at 4:30 or Friday at 8:15 next week. Which works better?
Healthcare flows are configured in Agent Studio for your practice or plan and tested with synthetic patients, including the ones who describe symptoms halfway through a scheduling call.
Book, move or cancel appointments against live provider calendars. Why it matters: phones stop ringing unanswered at the front desk.
Outbound reminders with preparation instructions and an easy way to reschedule. Why it matters: empty slots are refilled instead of lost.
Where a referral or prior authorization stands, read from your systems. Why it matters: staff stop chasing status for callers.
Plain answers on what a plan covers, from the plan’s approved documents. Why it matters: fewer surprise bills and fewer repeat calls.
Refill requests captured and sent to the care team for approval, never decided by the agent. Why it matters: requests arrive complete and nothing clinical is automated.
Statement questions, payments with card data redacted and payment plans held for a policy check. Why it matters: balances are resolved kindly and consistently.
Demographics, insurance details and visit reason collected before the first appointment. Why it matters: shorter check-in and cleaner records.
Calls handled in the patient’s preferred language, with live translation for human staff in LiveAssist. Why it matters: language is no longer a barrier to getting an appointment.
Spine is designed to support HIPAA privacy and security requirements for US healthcare, TCPA rules for reminder calls and texts and PCI DSS for patient payments. Every control is mapped in the compliance center with evidence and an owner.
Before I book, should I be worried that my ankle is still swollen after the surgery?
That’s a question for a nurse. I’m connecting you now and I’ll pass on what you told me.
Hi, this is Maria from the clinic. Tell me about the swelling.
Post-op follow-up patient. Reschedule pending. Swelling reported.
Scheduling, reminders, status checks, benefits questions, intake and payments, around the clock.
Symptoms, medication, complaints and payment plans outside policy move to the right person with context in LiveAssist.
Auto QA checks every call for verification and redaction. NEQQO shows why patients call and where access breaks.
Bring your most common patient call. We will simulate it, including the moment a patient mentions a symptom, and show you the redacted record.