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AI confirms visit times and caregiver ETAs and takes scheduling requests; a person takes every report of a change in condition and pages your on-call clinician under your protocol.
how it plays out
Missed visit inquiries create anxiety and require immediate resolution
Care-plan changes need a physician order the agency obtains.
Schedule confirmation is the most frequent patient inquiry
Any change in condition goes to a person and then to your on-call clinician.
the team behind it
real members of the global team Home Health Care Coordinators
65+ Languages
Follow-the-Sun Coverage
the part nobody prices in
When a family calls about a missed visit, the next step depends on the scheduled visit and the agency contact who can confirm a change. Agree which schedule agents may consult and what they should do when it has no current update. Keep the visit reference, requested change and coordinator’s response together, so the next shift can explain what has been confirmed.
Set up HeroDash custom fields for the visit reference, request category and coordinator handling the case. Cascading categories can separate scheduling questions from referral intake. For a routine case awaiting a reply, a configured trigger can add a follow-up tag and email the assigned agent when the ticket status changes. The conversation timeline records that rule execution. Reports of a change in condition follow your immediate live-agent and on-call escalation protocol.
A referral handoff should contain the information your intake team has approved for collection, the referring contact and the question still unanswered. Agree access permissions and the channel for sending patient information before service starts. Your care team confirms care-plan changes and clinical decisions; support records the agreed next contact without treating a scheduling request as an approved visit.
what comes off the call
Agree the required information and access permissions during setup.
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$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.
Agents follow the agency’s schedule-access and escalation rules, capture the visit reference and contact the designated coordinator when the available record does not explain the delay. The coordinator confirms revised arrangements. Any reported change in condition follows the immediate live-agent and on-call protocol.
Use the intake team’s approved checklist and collection channel. Record the referring contact, permitted patient reference, requested service and outstanding question. The agency decides whether to accept the referral and how care will be arranged.
compliance
start
Bring your call-handling instructions, approved intake fields and on-call contact process to plan coverage.