Confirmations & reminders
Timed to your visit types and payer rules, with replies handled rather than dropped into a void.
03 · Communication
AI SMS Agent
Text is how patients actually respond. The SMS Agent runs confirmations, reminders and waitlist fills as a conversation — and enforces consent and quiet hours so you are never the practice that texts at 11pm.
Agent at a glance
- StatusIn development
- CategoryCommunication
- Deployment2–4 weeks, shadow mode first
- Review modelHuman approval per action, configurable
- Headline metric20–40% Fewer no-shows
- EvidenceFull action log, exportable any time
20–40%
No-show reduction
Typical range where reminders become two-way conversations.
< 10 min
Cancellation refill
Waitlist patients offered a freed slot automatically.
100%
Opt-out honoured
Logged with timestamp and channel for TCPA defensibility.
What it does
Everything in this agent, in writing.
Reschedule by conversation
A patient replies with a day; the agent offers real slots and writes the change to the EMR.
Waitlist and recall fills
Cancellations offered to the right patients in priority order, first to reply wins.
Pre-visit instructions
Prep, fasting, documents to bring and arrival time, tailored to the visit type.
Post-visit follow-up
Check-ins, review reminders and satisfaction questions, with anything concerning escalated to clinical staff.
Consent & compliance engine
Opt-in capture, STOP handling, quiet hours by patient time zone, and a full message log for audit.
Deployment
Live in weeks, not quarters.
01
Consent audit
We review how consent is currently captured and document it properly before any message is sent.
02
Template and rule build
Visit-type timing, escalation keywords, quiet hours and language preferences.
03
Pilot on one provider
Measure no-show rate against your own baseline before rolling out.
04
Scale and refine
Roll out by provider and location; tune timing from the response data.
Guardrails
What it will never do.
These limits hold regardless of configuration. They exist so that you can put an agent in front of patients without putting your licence next to it.
- Quiet hours enforced per patient time zone — nothing outside your configured window
- STOP and HELP handled instantly and permanently, with the record retained for compliance
- No clinical results, diagnoses or medication changes by text — ever
- 10DLC-registered numbers with carrier-compliant opt-in language
- Every message stored with consent state, timestamp and sender identity
Human in the loop, by your choice
Every action can require approval before it commits. Start with all of sms agent queued to your staff or to ours, watch the accuracy numbers, then widen autonomy workflow by workflow — or leave it queued forever. Both are supported.
Escalations land with certified people
Our review queue is staffed by the same certified coders, billers and credentialing specialists who run our managed services. Not a support desk, and not a chatbot watching a chatbot.
Full evidence trail
Input, decision, action, confidence, model version, reviewer and timestamp — retained and exportable as CSV or JSON, including after you leave us.
What we report against
Operational targets for this agent. They are internal commitments measured on your own data, reported monthly — including the misses.
20–40%
Fewer no-shows
< 10 min
Slot refill
95%+
Reply capture
100%
Opt-out honoured
Works with your systems
Your EMR, your numbers, your data.
- Any EMR with an appointment API
- Athena
- eClinicalWorks
- NextGen
- Tebra
- Twilio
We integrate through FHIR and HL7 where the vendor supports it, and through secure automation or structured document intake where it does not. No API required, no vendor commission taken.
FAQ
Common questions.
Is texting patients HIPAA-compliant?
Texting is permissible with the right safeguards and patient consent, but it carries risk. We keep messages to scheduling logistics, avoid clinical content, encrypt in transit and at rest, verify identity before account details, and log consent. Anything clinical moves to a phone call or the portal.
What about TCPA?
We enforce express written consent capture, honour opt-outs immediately and permanently, respect quiet hours by time zone, and retain a message-level audit trail. That record is what matters if a complaint is ever filed.
Will it text from our number?
Yes, a 10DLC-registered number in your practice's name, or we can route through your existing messaging platform where you have one.
Can patients still talk to a person?
Immediately. Any reply containing a request for a human, a clinical concern or a complaint is routed to staff rather than handled by the agent.
Related agents
Usually deployed together.
04
In development
AI Email Agent
Triages the practice inbox: sorts patient questions, payer notices, vendor noise and referrals, drafts replies for staff approval, and files what belongs in the chart.
- Inbox triaged by intent, not by sender
- Drafts replies for one-click staff approval
- Referrals and payer notices routed to the right queue
05
In development
AI Document & Referral Agent
Reads inbound faxes, scans, portal messages and referrals, identifies the document type, matches the patient, files it in the right chart and turns orders into tasks.
- Faxes and referrals classified and filed to the chart
- Patient matched by name, DOB and MRN — with exceptions queued
- Orders, labs and abnormal findings routed to a clinician
06
In development
AI Scribe
Listens to the visit and drafts the note in your format — SOAP, APSO or your own template — with suggested codes, orders and follow-up. The provider reviews, edits and signs.
- Ambient capture in the room or on telehealth
- Drafted in your template, in your voice
- Provider reviews and signs — the note is never auto-filed
See it run on your own workflow.
A 30-minute demo using your scenarios, your payer mix and your systems. We will show you the guardrails and the audit log, not just the happy path.
A 30-minute call with an operations lead. No obligation, no sales sequence, and we will say so if you do not need us.