Front desk picks up between charts; new patients wait 45 seconds.
Half of new-patient leads hang up before someone reaches the phone. The assistant answers immediately while the front desk finishes the in-person check-in.
For healthcare · NY-licensed independent medical, dental, and therapy practices
A front desk that triages the call, books the appointment, and respects every privacy line.
For NY-licensed independent medical, dental, and therapy practices. The assistant answers new-patient calls, screens appointment requests against your scheduling rules, captures the reason-for-visit in plain language, and routes urgent symptoms to the right human immediately. PHI handling is gated by a signed BAA and the documented HIPAA Mode prerequisites — see the boundary section below for what we run and what we defer to the human desk.
What the assistant catches that your team misses.
Routine scheduling overruns the staffed phone hours.
After-hours requests for refills, results, and re-bookings get a clear "we will return your call before 10 am tomorrow" with the slot already provisionally held — not a voicemail black hole.
Urgent symptoms must escape the script.
Chest pain, suicidal ideation, anaphylaxis flags — the assistant breaks out of the booking flow and dials the on-call provider or transfers the caller directly, every time.
Real questions your assistant will answer.
We train the assistant on your specifics — hours, inventory or calendar, fees, team. Sample inbound calls:
- “I'm a new patient — what insurance do you take?”
- “Can I move my Thursday appointment to next Monday?”
- “My prescription is out and I need a refill.”
- “My chest hurts and my arm is numb.”
- “How early do I need to arrive for a blood draw?”
- “Do you have a Spanish-speaking provider?”
What we set up before you go live.
- Scheduling system sync. Bookings into your existing system (athenahealth, Epic, eClinicalWorks, SimplePractice, Jane App, or a Google Calendar fallback). New-patient slots, follow-up slots, and same-day rules respected.
- Urgent-symptom routing. Curated list of red-flag symptoms triggers an immediate transfer to your on-call provider or to 911 guidance, depending on the protocol you choose. Logged for QA.
- PHI handling + HIPAA boundary. Production HIPAA Mode requires the documented prerequisites (Risk Analysis, Privacy + Security Officer, subprocessor BAAs) per docs/CONTEXT-legal.md. VoiceLab signs a BAA with practices that have those in place; otherwise the assistant operates in a non-PHI mode that defers to the human desk on anything identifying.
- Compliance defaults. Recording disclosure at call start. TCPA-aware consent for any SMS confirmations. State-of-NY caller-recording two-party-consent posture honored by default.
Want it scoped for your business?
Five minutes to apply. Oksana replies same business day with a scoping call invitation.