Every patient reached in time
Intake, recall, and follow-up calls that actually go out — with HIPAA-aware handling and a BAA on request.
Staffed for the average day, not the peak hour
- 8:05
The morning rush
Check-ins, walk-ins, and the overnight voicemail queue all land at once. New-patient calls are the ones that wait.
- 11:40
Two staff, one phone line
A caller who reaches hold music hangs up and dials the next practice. Nobody at the desk ever knows it happened.
- 15:20
Recall never gets started
The lapsed-patient list is a task for a quiet afternoon. There are no quiet afternoons.
- 18:00
The phones go to voicemail
Evenings and weekends are when patients actually have time to call. That's when nobody is there.
- 24/7
- Intake coverage
- Nights, weekends, holidays
- <60s
- To first callback
- On every new inquiry
- 100%
- Of the recall list worked
- Every cycle, on schedule
Care within reach
Every new-patient call answered
The agent greets the caller, captures the reason for the visit, checks insurance and referral requirements against your rules, and books into the right provider's availability.
- Overflow and after-hours coverage
- Insurance and referral screening
- Booked into the connected calendar
The list that never gets worked
Annual recall, lapsed patients, and post-visit follow-up run on a cadence you set — by voice, SMS, or email, whichever the patient answers.
- Recall and hygiene reminders
- Lapsed-patient reactivation
- Post-visit follow-up calls
Open chairs get filled
Confirmations go out ahead of every appointment, cancellations trigger a waitlist offer, and no-shows get a same-week reschedule attempt instead of a note in the chart.
- Appointment confirmations
- Waitlist fill on cancellations
- No-show recovery
The calls your billing office makes out
Patients are the inbound half. The other half is your billers on hold with payers — desks that always answer, after twenty minutes of queue for a two-minute answer. How the agents work →
- EligibilityCoverage, deductible, copay, and whether a specific procedure code is covered — verified before the visit, not after the denial
- Prior authSubmission status chased, reference numbers captured, and peer-to-peer reviews scheduled
- Claim statusThe actual denial reason and what the payer needs to reprocess — not the generic remit code
- CredentialingPayer enrollment and re-credentialing application status, followed up on a cadence until it clears
- PharmacyRefill authorization and formulary questions handled with the dispensing pharmacy
- Referring officesRecords and referral packets requested, then chased until they actually arrive
Built for regulated conversations
We handle the platform controls. Your compliance team still owns the consent posture you put in front of patients. Read the HIPAA notes →
PHI handling
Encrypted in transit and at rest, access scoped per organization, and recordings retained on the policy you configure.
BAA on request
Available before you put a single patient conversation through the platform.
Disclosure and consent
Recording disclosures follow the caller's state rules, and every conversation keeps a transcript and audit trail.
Can it call payers on our behalf?
Yes. It navigates the payer's phone tree, holds for as long as the queue takes, authenticates with the NPI, TIN, and member details, and asks your question — so a biller isn't the one waiting.
Every figure and date is read back to the payer rep for confirmation before the call ends. Anything unconfirmed comes back flagged rather than being written to the account as fact, and the recording stays attached.
How does LumisReach handle PHI?
PHI is encrypted in transit and at rest, access is scoped per organization, and recordings follow the retention policy you configure.
A BAA is available on request. The HIPAA notes in the docs list the current controls — bring your compliance officer in on scope before go-live.
Can it book straight into our scheduling system?
Yes. The agent books against the connected calendar and honors the availability rules, providers, and appointment types you define.
Where a native integration doesn't exist yet, the public API covers the write-back.
What happens on a clinical question?
It doesn't answer one. The agent is scoped to scheduling and intake; anything clinical routes to your staff, flagged, with the transcript attached.
Urgent-symptom language triggers an immediate escalation path you define.
Will patients know they're talking to an AI?
Yes — the agent identifies itself in the greeting you approve, and hands off to a person on request without making the patient repeat themselves.
Call it like a patient would
Try the intake agent yourself, then bring us a week of your own call log and we’ll show you what was missed.