We build custom AI voice automation that answers every call, verifies insurance, and books appointments 24/7, tailored to your practice.
Integrates with your current EHR and PMS. No system replacement needed.
Fast to launch. Clear ROI. Zero disruption.
Nearly half of patient bookings happen when your office is closed. Industry data shows 5 to 6% call abandonment and 27 to 28 second average speed to answer, but that's only during business hours. After 5 PM, you're invisible.
Sources:
Zocdoc •
HCCT Conference
Meta analysis shows 23% average no show rate for outpatient clinics (8 to 15% dental). At $150 to $200 lost revenue per empty slot, manual reminder calls simply can't scale with patient volume.
Source:
PMC Meta-analysis
Only 1 in 5 medical groups improved patient access in 2023. 1 in 3 visits happen within 2 days of booking, yet most practices can't answer phones 24/7.
We map your current call flows, identify pain points, and design custom automation: greeting scripts, triage logic, insurance collection, and scheduling rules tailored to your practice.
We build the AI voice system, integrate with your practice management system (athenahealth, eClinicalWorks, DrChrono, etc.), connect to payer eligibility systems, and configure SMS flows for card photos and reminders. Optionally syncs to Google or Outlook for visibility.
We test with your team, refine scripts, launch in monitored pilot mode, and track KPIs (ASA, abandonment, no-shows). Ongoing maintenance and improvements included.
When does the AI hand off to a human? We design the system to route clinical questions, urgent issues, and complex scheduling conflicts immediately to your staff. The AI never gives medical advice.
Safety first: We configure the agent to identify itself as AI on every call and route all clinical questions to your staff or nurse line.
We integrate with your existing practice management system — athenahealth, eClinicalWorks, DrChrono, Kareo, NextGen, and more. Optionally syncs with Google or Outlook calendars for visibility. Connect via VoIP, SIP trunk, or simple call forwarding.
Don't see your system? We build custom solutions and find the best way to integrate with your existing apps. If you have an EHR, we can work with it.
We connect to major clearinghouses and payer portals for real-time eligibility checks. Build HIPAA-compliant SMS flows for appointment confirmations and insurance card requests. Export clean data as PDFs or CSV for your RCM team.
Live in 4 weeks from kickoff
We sign a BAA and provide comprehensive audit trails for all PHI access.
Client Profile: Two provider family medicine practice serving 3,200 active patients in a suburban area. Mixed insurance: 40% commercial, 35% Medicare, 25% Medicaid. Uses athenahealth for EHR and practice management.
"Before Refact, we were drowning. Phones rang nonstop during the day, and after 5 PM we just… missed people. Our office manager was spending half her morning chasing insurance cards. Now? The automation handles it, and she actually gets to take lunch."
*Composite case study using real implementation data. Results vary by practice size, specialty, and patient demographics.
One workflow automated from start to finish. Perfect for testing automation ROI.
Ongoing automation and continuous improvement. Scale your operations without scaling headcount.
Expert guidance without the build work. Get the roadmap, build it yourself.
We sign a Business Associate Agreement (BAA) as required by HHS regulations. Under HIPAA, vendors handling PHI are directly liable, not just covered entities. We maintain:
Reference: HHS HIPAA Guidelines
The AI identifies itself at the start of every call: "Hi, I'm the AI assistant for [Practice Name]." Patients can request a human staff member at any time with immediate warm transfer.
Clinical questions and urgent matters route to your staff immediately. Your team has override authority on all scheduling decisions. Call recordings comply with state-specific consent laws.
Most practices are live within 4 weeks from kickoff. Week 1: Discovery. We map your call flows, design automation logic, and plan integrations. Weeks 2 to 3: Build. We develop the AI system, connect to your EHR and calendar, and test with your team. Week 4: Launch. Monitored pilot with real calls and ongoing refinement.
We design the system to escalate immediately to your staff with context ("This is a clinical question about chest pain" or "Patient needs prior auth help"). You get a warm handoff, not a confused patient. We configure custom escalation rules for any scenario you define.
Yes, absolutely. We design the system to introduce itself at the start of every call: "Hi, I'm the AI assistant for [Practice Name]. I can help you schedule appointments and answer common questions." Transparency is required and built into every implementation.
Yes. We integrate via call forwarding, VoIP (RingCentral, Vonage, etc.), or SIP trunk. No expensive hardware or phone system replacement needed. Your existing numbers stay the same.
Projects typically range from $2,500 to $5,000 per month for build and maintenance depending on complexity and call volume. Consider the ROI:
We provide a detailed ROI analysis during your demo using your actual patient volume and no-show data.
We start with a 90 day pilot with clear success metrics (speed to answer, abandonment rate, no shows, front desk hours saved). After that, ongoing maintenance is month to month. Cancel anytime with 30 days notice. No long term lock in.
We build multilingual support based on your patient population. Common languages include English, Spanish, Mandarin, Vietnamese, Korean, and more. For languages not yet supported, the AI can identify the need and immediately connect to a staff member or language line.
Absolutely. We build the system around your specific policies: office hours, insurance accepted, parking instructions, forms needed for new patients, etc. You review and approve all scripts before launch. Post launch updates typically take 24 to 48 hours.
We report on industry standard contact center metrics that over half of healthcare centers don't currently measure:
Monthly dashboard included with all plans.
Sources: Industry benchmarks from HCCT Conference, Zocdoc, and Intelichart
We scope a single automation workflow (new patient intake to insurance verification to appointment scheduling), build it specifically for your practice, and launch a monitored pilot program. You track measurable metrics: speed to answer, call abandonment rate, no show reduction, and front desk hours saved.
BAA included. Custom build, not off the shelf.
No system replacement. 90 day pilot with 30 day cancellation.