AI Voice Assistant FAQs

• Coverage when you need it: Call handling 24/7, when lines are busy, or after hours
• Practice FAQs: Hours, address, insurance, new patient information
• Appointment scheduling: Book, reschedule, and cancel using real calendar availability
• Rx refill routing: Captures refill requests and routes to your Tebra eRx pending orders
• New patient intake: Collect basics from first-time patients

• Activate AI Voice Assistant
• Set Up AI Voice Assistant

• Service Location(s) with accurate time zone
• Provider(s) with their Office Hours
• Visit Reasons
• Provider Profile with accepted Insurances

Additionally, the practice should have a public practice number and backup transfer number ready for all applicable service locations.

• Public Practice Number: One primary public-facing phone number per service location. This is the phone number patients already call (published on the practice's website, directories, etc.). Once set up, this number forwards to the practice's AI voice number.
• Backup Transfer Number: A designated transfer number where staff can answer escalated calls and voicemail is set up. This is a separate, unpublished direct line in the practice's phone system that rings the front desk directly. When the AI Voice Assistant needs to transfer a call to a live staff member, it calls this number.

• It rings the phones your front desk answers
• It is not your main practice number and not your AI Voice number
• It is a full 10-digit number that can be dialed from outside your phone system
• It has working voicemail

• One primary public-facing phone number per location
• A designated transfer number where staff can answer escalated calls and voicemail is set up

• When lines are busy — overflow forwarding so no call goes unanswered
• After hours — forward calls automatically when your office closes
• All the time — let the AI handle every inbound call, around the clock
• Select IVR routed line — have AI Voice Assistant answer a specific, existing IVR extension to provide partial support during and after hours

Visit reasons are directly pulled from the Tebra platform and appointments are offered based on the length of the selected visit reason.

After the patient chooses an available slot, the AI creates the appointment and confirms with the patient it was sent to the office for review.

For new patients, the AI also collects their name, date of birth, and phone number to use for appointment reminders.

• The medication is an eRx
• The patient is active at that practice
• The medication is active
• The medication was prescribed by an active practice provider
• The medication is not a schedule II
• The medication does not need a new script
• If the medication is a schedule III, it has not met the 5x refill limit within 6 months
• All medication details are present

Before you go live:

• Verify staff members are available to pick up the line for the backup transfer number when the practice is open
• Decide what callers hear outside of the practice's business hours and that the message points patients where you want them to go

• Route calls to specific departments (all escalations go to one backup transfer line per location).
• Handle multiple requests on a single call (e.g., booking an appointment and requesting a refill on the same call).
• Make outbound calls or reminders
• Exclude specific providers from AI Voice Assistant appointment booking
• Answer billing questions or process payments
• Verify insurance coverage or benefits
• Distinguish telehealth from in-person visits during booking
• Provide call recordings or transcripts to practices
• Screen patients with custom questions

• Provider office hours are missing or empty in Tebra
• Custom office hours were selected on a provider profile but not filled in
• Visit reasons are not configured
• The requested time is within 24 hours