What an AI agent finishes on ENT intake calls

A referred patient can call before your team has reviewed the referral. You can still collect their registration details while the referral waits. The visit may need to wait until someone on your team reads it.

Hello Patient builds AI agents for healthcare. The agent can register a new ENT patient and book visits your rules allow. The agent sends clinical questions to the people your practice chose, and your team reviews the referrals with the details the agent collected. This page shows what the agent can finish during the intake call.

Our guide to how AI agents support front-desk staff covers how the agent and your staff work together.

What can be completed before the ENT referral is reviewed?

The agent can finish routine registration before someone reviews the referral. It asks for the information your practice requires for scheduling, such as the patient's name, date of birth and contact details. It also asks why they're calling.

The agent uses the identification steps your practice sets to look for an existing patient record or create a new one. When a caller says they've been seen before, the agent finds their existing record, so a returning patient keeps one record.

A new patient can also ask routine questions about the office while the referral waits. The agent can answer questions about things like hours or services using information from your practice.

Hello Patient integrates with the EHR, practice management, and CRM systems healthcare already runs on.

Your team will always own the patient’s record. The agent creates it in your EHR for a new patient during the call, so it is ready when your team reviews the referral.

Who decides whether the ENT consult is ready to book?

Your staff decide when a visit needs a referral review or a clinical review before it can be booked. A patient saying their doctor sent a referral does not mean someone at your practice has reviewed it.

Once the visit is ready to book, the agent can offer times for the locations, providers and visit types your rules allow. The agent books the visit straight into your schedule, so the time it gives the patient is the time your schedulers see.

If one type of new-patient consult needs referral review, the agent registers the patient on the call, and the consult is booked once your team clears the referral. If another visit type can be booked without that review, the agent can offer an open time.

The ENT appointment scheduling page covers the booking details.

You can hear how a Hello Patient agent sounds.

What does your billing team get from an ENT intake call?

When a referred patient names their plan, the agent tells them whether your practice accepts it and adds the plan details to the appointment note, so your billing team has them before the consult. You can read more about what the agent tells a new ENT patient about their plan.

What happens when the referral and what the patient says differ?

Someone on your team compares the two. The agent records what the patient says in the appointment notes.

A patient may say the visit is a follow-up on a hearing test. Your scheduler may later open the referral and find that the referring clinician asked for something different. The call note shows what the patient told the agent. The referral shows what the referring office sent. Staff decide what needs to be cleared up.

When a patient mentions an outside audiogram, image or form, the agent adds what they said to the call note, and your team reviews the results and decides whether the records are enough for the consult. A note saying the patient had a test somewhere else does not mean your team has received or reviewed the result.

A completed phone conversation can give your schedulers what the patient told the agent and a booked visit, when the consult needs no referral review. Your team then checks whether the records are ready. The patient-information and security guide covers the separate questions about handling patient data.

Where does an intake call go when it needs clinical review?

It goes to the person or team your practice chose for that type of request. The agent can record why the patient is calling, but it does not decide what a symptom means or give medical advice.

A caller may start by asking for an appointment and then ask whether a change in symptoms means they should wait for that visit. The agent sends that question to clinical staff with the conversation. On a call, the agent can transfer the caller live on the route your practice sets up, or the request follows your message or callback process when no one is free.

Emergency screening follows the response your practice sets up. The agent watches for the red flags you define, gives the safety response you provide and escalates the call. It does not diagnose or triage the patient.

Walk through an ENT intake call with your schedulers

Follow one referred patient from the first call to the booked visit. Your schedulers can see which visit types the agent books on the call, which consults wait for referral review and what the appointment note tells them. Your clinical staff can see how clinical questions reach them.

Then check where those rules change by location. Your practice sets the rules the agent follows.

Ortho1 Medical Group, a multi-location orthopedic group, used outbound SMS referral outreach to book 190 referral visits in its first two months, with no new front-desk hires.

The ENT receptionist page covers the wider phone work.

Schedule 15 minutes with us to go over how your ENT team handles intake. We're happy to spin up a custom demo agent for free as well.

Frequently asked questions

What if an ENT caller gives a different name from the referral?

Hello Patient's agent finds the caller's record with the identification steps your practice set up, such as date of birth and phone number, so a patient whose name changed keeps one record. For a new patient, the agent creates the record with the name the caller gives. When the caller says the referral shows an earlier name, the agent adds that to the call note. Your team starts from the agent's note when it reviews the referral.

Can a parent register a child with an AI agent at an ENT practice?

Yes. Hello Patient's agent registers a child by following your practice's process for minors and guardians. The agent collects the information your practice requires for scheduling and follows the visit rules you set. If the child's referral needs review, staff complete that review before the visit can be booked. The agent records why the parent is calling, and your ENT team decides whether the child is ready for a certain ENT visit.

What if a new ENT patient asks an AI agent to add a hearing concern to a booked sinus consult?

Hello Patient's agent finds the booked sinus consult, adds the hearing concern to the note on that appointment and sends the request to your ENT team through the route your practice set up. Your clinicians decide whether one visit can cover both concerns or whether the patient needs another appointment. Until then, the sinus consult stays on the schedule as booked. If no one is available for a live transfer, the request follows your practice's message or callback process.

How does an AI receptionist help an ENT caller who has trouble hearing on the phone?

Hello Patient's agent also works by text, so a patient who has trouble hearing on the phone can text your practice and register and book the visit in writing. If the caller would rather talk to a person, the agent transfers the call live on the route your practice sets up, or the request follows your practice's message or callback process when no one is free. Your ENT team decides who receives these calls.

What if a new-patient caller was seen at another office in the same ENT group?

The agent first looks for the existing patient record. Hello Patient follows the identification steps your group set up. A call to a different office does not automatically make the caller a new patient. The agent finds that record, so the patient keeps one record. It books the next visit inside your group's scheduling rules and adds what the patient said about their care at the other office to the appointment note.

Can an AI intake agent book an ENT referral for a second opinion?

Yes, inside the scheduling rules your practice sets for second-opinion visits. Hello Patient's agent can record that the patient is calling for a second opinion and collect the registration details your practice requires. Your clinicians review the earlier diagnosis and the outside records. If your practice reviews second-opinion referrals first, the agent registers the patient on the call and the visit is booked after your team's review. Your practice decides what documents are needed, who reviews them, and when the patient is ready to schedule.