Manual front-desk call handling automated: 750+ calls a day in two languages.
Voice AI for patient onboarding, scheduling, and billing questions, native in English and Spanish, handling 750+ calls a day without drowning the front desk.
The problem
The clinic’s front desk answered the same calls all day: new patient details, appointment requests, routing to the right specialist, and billing questions, in both English and Spanish. Calls queued at busy times, patients waited, and staff had little time for the people standing in front of them.
A secure voice-agent platform for medical intake and support. It handles demographic capture, appointment booking, specialist routing, and billing enquiries in English and Spanish, processing 750+ calls a day, with an operations dashboard for the clinic team.
What we built
- 01Bilingual voice agentA phone agent that speaks natively in English and Spanish and handles interruptions and natural turn-taking.
- 02Intake and schedulingCaptures patient demographics, books appointments, and routes callers to the right specialist.
- 03Billing enquiriesAnswers common revenue-cycle questions and hands anything complex to a person, with a summary.
- 04Operations dashboardA dashboard on Cloud Run showing call volume, call reasons, and the appointment queue, with consent capture and restricted access to patient data.
Technology
- ElevenLabs
- Twilio
- Cloud Run
- GCP
- Next.js
Methods
- Telephony Orchestration
- Consent and Access Controls
- Realtime Analytics
How it works
A patient calls to book a follow-up in Spanish. The agent answers in Spanish, confirms their details, offers available times, and books the slot. If the patient asks a billing question it cannot resolve, it transfers the call to the front desk with a written summary, so the patient does not repeat themselves.
Manual work removed
- Answering routine booking and intake calls by hand
- Re-entering patient details captured over the phone
- Routing every call to the right specialist manually
- Switching between languages at a busy front desk
750+
Calls a day, from a single agent
2
Languages, natively
8
Weeks from kickoff to production
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