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Answering Service
healthcare
AI agents handle appointment scheduling, prescription refills, and insurance questions in 65+ languages, while HIPAA-trained specialists manage clinical escalations.
The short version: HIPAA-compliant answering with a named, dedicated agent from $5.80 an hour — named matters here, because "who took that call and what did they say" is a question you may have to answer months later. We sign a Business Associate Agreement. A shared live team from $300 a month and AI voice at $0.15 a minute for scheduling and refills are both available; a person handles anything clinical, including the 3am decision about waking the on-call physician.
how it plays out
Appointment scheduling drives the majority of inbound calls
Prescription refills are highly repetitive and automatable
Insurance eligibility questions require real-time lookup
Last-minute cancellations create costly schedule gaps
the team behind it
real members of the global team HIPAA-Trained Specialists
65+ Languages
Follow-the-Sun Coverage
the part nobody prices in
Every answering service can write down a name and a callback number. For a medical practice the entire risk sits in the calls that were handled correctly and quietly — and the one that was not.
A patient describing chest pain, a post-operative patient describing a fever, a parent describing a child who will not wake properly. Those calls do not need a message taken. They need somebody who recognises the pattern, follows your protocol, and either reaches the on-call physician or tells the caller to hang up and dial 911.
So we do not automate triage, and we will not pretend to. AI handles appointment scheduling, refill requests, directions, hours and insurance questions — high volume, low risk, right answers exist. Everything with a symptom in it reaches a person working from your protocol, and every call is logged with a timestamp so there is a record if anyone ever asks.
where AI should not be
Anything with a symptom in it
Chest pain, shortness of breath, bleeding, high fever, a post-op complication, a mental-health crisis. These reach a person following your protocol. Nothing about a symptom description belongs in an automated flow, no matter how good the model is.
Deciding what wakes the on-call at 3am
This is the judgment your practice is actually buying. A person weighs the symptom against your escalation rules and the patient's history, and either calls the physician or does not. That decision has to be defensible afterwards, which means a person made it.
Anything that sounds like an emergency
A person says clearly: hang up and call 911. Then documents the time it was said. Automation hesitates, asks a clarifying question, and loses the minute that mattered.
Results, diagnoses and clinical advice
We do not read results, interpret numbers, or advise. Ever. A person takes the request, records it, and routes it to your clinical staff — and says plainly to the patient that clinical questions come from the practice.
what comes off the call
Medical intake is a legal record as much as a message. Every call comes back written down, timestamped, and handled under HIPAA-compliant procedures:
You get it by secure message and, where you run one, into your practice system. The timestamp matters as much as the content — if a call is ever reviewed, "what was said and when" is the whole question.
what it costs
Most vendors in this category quote by form. These are our published packages — not a quote, since language mix, hours and volume all move the number. The per-minute figures are simply the monthly price divided by the included minutes.
| Option | Published price | Per minute | What it's for |
|---|---|---|---|
| Dedicated agent | from $5.80 | per hour, per agent | Your protocol, your escalation list, one team that knows your providers |
| AI voice | $0.15 | per minute | Appointment scheduling, refills, directions, hours, insurance and billing questions |
| Web chat | $0.05 | per session | Patient portal help and form requests from your website |
| Live shared team | from $300 / month | includes 500 min → ≈ $0.60/min | After-hours and weekend cover so a symptom call reaches a person |
| Live shared team | from $650 / month | includes 1,500 min → ≈ $0.43/min | Peak season — flu, allergy, back-to-school physicals |
Anything involving a person is a starting price. Two things move it: which languages you need, and how senior an agent the work actually requires — a bilingual agent handling refund authority is not the same hire as one taking bookings. AI voice and web chat are flat, because there is no hiring in them. And every model above is open to every business on this page: which one fits is a question about the shape of your volume, not about your industry.
Minimum engagement is half a seat — not a five-seat block. We also bill per resolved issue, from $1, where you pay nothing if it is not resolved; that model fits businesses where a customer problem actually gets solved on the call, not businesses where the call is intake.
who takes which call
Most vendors sell you either an AI receptionist or a live answering service and leave the allocation to you. Since we run both, here is the split we would actually recommend — including the calls we think should never touch automation.
| The call | Route to | Cost of getting it wrong |
|---|---|---|
| Booking, moving or cancelling an appointment | AI | An annoyed patient |
| Prescription refill request to the pharmacy of record | AI | A slower refill |
| Hours, directions, parking, which insurance you accept | AI | A lost new patient |
| Any description of a symptom | Human | The one call that should have been escalated |
| Deciding whether to wake the on-call physician | Human | A judgment that has to be defensible afterwards |
| Anything that sounds like an emergency | Human | The minute between "call 911" and a clarifying question |
do the arithmetic yourself
Practices usually benchmark an answering service against the hourly cost of after-hours coverage, which makes from $5.80 an hour look like a straightforward substitution. That is not the comparison that should decide it.
The comparison is against one call that was taken badly and not written down. A symptom described at 11pm, not escalated, not logged — and six months later the only record of what your practice said is the patient's memory of it. That is the exposure, and it is not measured in hours.
So the question we would ask is not "what does coverage cost per hour", it is "how many contacts left your practice last month with no timestamped record of what was said". We do not have to invent a number for that. Your own after-hours log either has it or it does not.
setup
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
your existing software
We work inside the CRM, practice system or case tool you already run, rather than handing you a second inbox to check. Every contact leaves a timestamped record — who called, what was asked, what was said back, what was promised — because in your line of work the question six months later is not "did someone call" but "what exactly did we tell them". Tell us what you run and we will say straight whether we connect to it today.
a model we're not selling you
We run AI voice, we publish its price, and for scheduling, refill requests and directions it does a genuinely good job. We will not configure it as the only thing on a clinical line. The judgement a triage call needs — is this the chest pain that wakes the physician, or the chest pain that waits for morning — is exactly the judgement automation is worst at, and a confident wrong answer here is not a bad customer experience, it is a patient.
We also do not quote healthcare per resolution, even though we offer it from $1 per resolved issue. In a clinic the phone is intake and triage: the resolution happens later, in an exam room, by someone with a licence. Billing on "resolution" would mean billing on something we do not control.
What we do commit to is narrower and checkable: a signed Business Associate Agreement, HIPAA-compliant procedures, named agents on your account, and a timestamped record of every contact — who called, what was asked, what was said back, what was escalated and to whom. ⚠️ We do not claim any third-party security certification, and you should be sceptical of vendors in this category who do without showing you the report.
when we're the wrong choice
questions
AI voice is $0.15 per minute and web chat is $0.05 per session. Live agents start at $300 per month including 500 minutes — about $0.60 per minute — or from $5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
Yes. Calls are handled under HIPAA-compliant procedures, agents are trained on patient privacy, and every call is documented with a timestamp. Before you sign anything, tell us exactly what your compliance team needs to see — specific agreements, audits or certifications — and we will tell you straight what we can provide.
A person, working from the protocol you give us. You define the red-flag symptoms, who is on call, how they are reached, and what happens if they do not answer. We follow your list rather than a generic one, and we document what was decided and when. We do not triage clinically and we do not give medical advice.
compliance
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