The problem
Front desks miss daytime overflow and every after-hours call. Patients hang up, no-shows climb, and staff spend mornings catching up on voicemail instead of care.
Regulatory & operational constraints
- HIPAA-eligible stack with a signed BAA at every layer
- Identity verification against the EHR before booking
- Urgent triage to 911/988 or on-call — never a dead end
- Warm transfer with full context so staff never re-ask
- Zero PHI used for model training
What we built
- Voice agent on AWS Bedrock + Anthropic Claude under BAA
- Practice Fusion (or EHR) booking, cancel, and reschedule
- KMS encryption, audit logs, and transcript retention
- Soft launch after-hours first, then daytime overflow, then full cutover
- Human escalation path designed as a first-class feature
Operating results
- 27% of missed daytime calls recovered
- 100% of after-hours and overflow calls answered
- 30% reduction in no-shows
Who this is for
Multi-location medical practices, MSOs, and specialty clinics that lose revenue to missed and after-hours calls.
More proof