Solutions

Voice AI Automation for Patient Access

Answer every call, around the clock, with conversational AI that follows your configured workflows and hands off to staff when human help is needed.

Voice AI Automation

Automate routine calls. Knows when to bring in your staff.

Free up your staff's time by allowing the MDfit voice AI to help patients schedule appointments and complete routine requests by phone, 24/7. Conversational AI follows your configured workflows, rules, and requirements and connects callers with staff when human assistance is needed and available.

  • Support callers around the clock

    Answer scheduling calls, appointment confirmations, new bookings, reschedules, cancellations, and supported requests (such as eligibility questions or medication renewals) at any hour, in multiple languages.

  • Follow configured scheduling rules

    Book within your rules and visit requirements, including multi-step appointments.

  • Escalate when frustration is detected

    Recognizes signs of caller frustration and automatically transfers to available staff with conversation context and full transcripts.

Capabilities in detail

Scheduling and supported requestsWhat callers can complete without waiting for a person.

  • New-patient intake

    Friendly virtual agents collect all the new patient information needed to accurately schedule new patients according to your specific scheduling rules and requirements. The patient is authenticated and their new patient appointment confirmed in real time.

  • Rules-based and multi-step booking

    Appointments are booked following your organization's scheduling rules and visit requirements, including supported complex multi-step booking.

  • Supported routine requests

    Beyond new bookings, callers can complete routine tasks such as cancellations, appointment confirmations, medication renewal requests, and general inquiries. The set of supported requests is configured for your organization and can vary based upon your business hours, so that certain skills are only available when human escalation is also available.

  • Reminders and scheduling updates

    Patients can be prompted to opt in for SMS confirmations and appointment reminders, reducing your no-shows and allowing patients to join waitlists. Every update to the schedule is in real time, so your staff always see the current state.

Conversation and human handoff“Helpful” natural conversation, without awkward delays, and a clear path to your staff when it matters.

  • Natural, low-latency speech

    Unlike early-generation robotic phone systems with long pauses and rigid scripts, the conversational AI responds quickly and adapts tone and terminology to match your brand and patient expectations.

  • Multiple languages

    Conversations are available in multiple languages so more patients can complete scheduling by phone without waiting for a bilingual staff member. Current supported languages include English, Spanish, and French.

  • Human help when frustration rises

    Empathetic, the voice AI recognizes signs of caller frustration and automatically transfers to available staff with conversation context and full transcripts. When enabled, callers do not need to say ‘representative’ or ‘human’ or request a transfer (although they still can).

  • Contextual handoff within your rules

    Workflows and transfer rules are configured for your organization both during implementation and then ongoing, as your organization evolves. When a caller is transferred during your normal working hours, available staff receive the conversation so far and the transcript, so patients do not repeat themselves.

  • Works with your phone system

    MDfit has integrated with many common phone systems, so calls can be answered and transferred within the telephony you already operate.

Security and oversightBuilt for healthcare data, with records you can review.

  • HIPAA-compliant and encrypted

    Built for healthcare with HIPAA compliance, robust patient authentication, encrypted communications, and audit trails you can trust with sensitive patient data.

  • Conversation transcripts

    Complete transcripts are stored for compliance audit and quality review. Searchable records support training, dispute resolution, and regulatory requirements.

Time Savings for your staffWhat drives results, and how to estimate yours.

  • What the results depend on

    Time savings depend on your call mix, the hours of coverage you automate, and how much of your scheduling you'd like to be completed by MDfit's voice AI, all within your configured rules. Calls that fall outside supported workflows still route to staff.

  • Estimating your impact

    The ROI calculator models call volume, staff hours/costs, and appointment information to allow you to quickly estimate an impact to your bottom line. Please reach out to start a conversation if you'd like an in-depth ROI analysis that considers dozens of additional factors we've worked on with customers like you.

Configuration and integration

Workflows, scheduling rules, supported requests, and transfer rules are configured for your organization during implementation, and then continuously during the duration of your MDfit service. Voice AI Automation connects to your EMR/EHR through MDfit's integration layer and has been integrated with many common phone systems. Voice AI Automation can be implemented on its own or alongside any other MDfit solution.

Staffing impact

A typical organization sees 40% to 50% immediate time savings. For many organizations, automating both routine calls and optimizing online scheduling has reduced scheduling staffing costs by up to 80% compared with traditional staffed schedulers, measured against the cost of handling the same call volume with live agents. Results depend on call mix, hours of coverage, and how much of your scheduling can be completed within configured rules.

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