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An ideal front desk will handle various tasks including phone calls, check-ins, insurance and walk-ins. However, if there is no one to answer the phone, then the next on the list will likely be attempted. With the use of an AI receptionist, you’ll be able to avoid this by having quick responses to calls. However, if you’re not careful with how you select an AI receptionist this can cause issues with patients being frustrated and risks of privacy.
What should an AI Receptionist do?
An AI receptionist should at least have quick responses, be able to understand common requests and collect accurate information. This can include things like booking or rearranging appointments, general questions about opening times and location, taking messages and triaging. They should never act as a clinician and should not provide medical advice.
Option Comparison Table
Privacy and Security
Have a clear method in place to secure patient information and happy to sign a business associate agreement.
Booking Integration
Can integrate with your calendar or practice management.
Triaging
Tell the caller they need to call 911 if they’re in an emergency situation and can triage urgent calls.
Handover
Can easily pass the call to someone if requested by the caller or it’s a complex query.
Language Support
Supports the languages your patients speak.
Recording
Have clear policies in place and set to meet relevant laws.
Reporting
Can show how many calls have been made, missed calls, bookings and common questions.
Cost
Transparent pricing with no hidden charges.
How to select your AI Receptionist
1) Identify what calls you receive. Over a 2 week period, write down why patients call you, when you miss calls and what takes the most time.
2) Identify your requirements. From the table above identify what features are an absolute must-have. For example privacy policies, booking integration and language support (Spanish).
3) Ask questions. Ask the vendor how they store your data, who can listen to the calls, how they handle emergencies and what they do if they’re unsure.
4) Trial. Start with out of hours calls or overflow calls. Listen to real calls.
5) Review. Ensure they’re accurate, patients are happy and saving your team time. Once happy you can increase usage.
Example of how it should work
When using a good AI receptionist, the caller will hear a clear welcome message telling them they’re speaking to an automated assistant. They will explain why they’ve called, for example to book a follow up. The assistant will check availability, confirm patient details, book the appointment and send them a confirmation. If they mention they’re in an emergency situation they will be told to call 911 and the team will be notified. If they request to speak to someone they will be passed straight through with notes.
Key Questions to Ask
Will you sign a business associate agreement?
Where is the data stored? How long will it be stored for?
How do you handle unclear requests?
Can we view the transcripts? Can we edit the scripts?
What happens if there is an outage?
How do you handle recording consent?
You should have your own legal or compliance advisor look over the answers as this depends on your practice and services.
AI Receptionist
An AI receptionist will work best if they’re handling simple tasks and freeing up your team to spend more time with people in the office. Make sure patients know they’re speaking to an automated assistant, it’s easy to speak to someone and regularly review calls. The technology should make things easier for patients and not make them feel like their voice isn’t being heard.
Conclusion
There are only a few key factors to consider when choosing an AI receptionist. Ensuring patient privacy, emergencies are managed safely, booking integration and ease of contacting a human. Trial with real calls and regularly review. If you’re also looking to improve how patients can find you ensure your Google Business Profile has accurate information. If you’d like to discuss using AI voice agents within your practice, contact Nova Reach Digital. Find out more about our services or get directions to our New York office.
Original Post: Top AI Receptionists for Medical Offices in NYC
