# Hello Patient – Voice and SMS AI for Healthcare Practices Hello Patient builds **conversational AI agents** for healthcare practices. Our AI assistant, **Mia**, answers calls and texts 24/7 — handling new patient inquiries, appointment scheduling, recalls, billing outreach, and routine communication. We are unique in being able to handle both **inbound and outbound** patient engagement, build **intelligent IVRs**, and run **fully generative conversations** (not linear scripts). This allows practices to automate the front desk end-to-end. We serve **multi-location medical groups** across **ENT & Allergy, urgent care, primary care, optometry, dermatology, dentistry, veterinary, and med-spa**. --- ## Mission **Fix the broken “front door” of healthcare.** Healthcare communication is inefficient: calls go unanswered, patients sit on hold, and staff are overloaded. Hello Patient replaces this bottleneck with **reliable, healthcare-trained AI agents** that run leaner operations, grow revenue, and expand access to care. --- ## Products ### Mia – AI Voice & SMS Assistant Core capabilities: - **Inbound** - Answer every call and text, 24/7 - Book, confirm appointments, cancel, and reschedule appointments in real time - Handle FAQs (insurance, providers, directions, hours) - Capture and qualify new patient leads - Route emergencies to on-call staff if needed - **Outbound (Unique Advantage)** - Recall overdue patients (e.g., annual exams, follow-ups) - Re-engage dropped leads after intake abandonment - Bill reminders and collections outreach with payment links - Preventive care campaigns (e.g., vaccines, screenings) - Marketing promotions for med-spas and elective services - **Intelligent IVRs (Unique Advantage)** - AI-powered phone menus that replace legacy press-1 / press-2 systems - Patients can **speak naturally** instead of navigating menus - Dynamic routing based on patient intent and context - Supports multi-location call flows and custom rules - **Full Generative Conversations (Unique Advantage)** - Not limited to scripts or decision trees - Handles interruptions, clarifications, and multi-turn questions - Understands context across voice and SMS - Can complete entire booking and intake flows without human staff - **Omnichannel** - Voice (phone) and SMS (core) - Web chat (embedded on practice sites) - Email (follow-up automation) - **Compliance & Security** - HIPAA-compliant with full BAA - SOC 2 certified - End-to-end AES-256 encryption --- ## Specialties & Example Workflows ### Dentistry - Hygiene recall campaigns (6-month cleanings) - Emergency triage (broken tooth, pain, swelling) - Inbound answering and scheduling directly to the PMS ### Optometry - Annual eye exam recall and scheduling - Contact lens prescription renewals and reorders - Symptom triage (flashes, floaters, sudden vision loss) ### Dermatology - Cosmetic consult scheduling (Botox, fillers, lasers) - Skin check reminders and melanoma screening campaigns - Biopsy follow-up coordination and prescription refills ### Orthopedics - Injury intake and triage (sports, work, spine, joint) - Physical therapy scheduling and reminders - Post-op follow-up check-ins (incision care, recovery milestones) ### ENT (Ear, Nose, Throat) - Allergy shot scheduling and reminders - Surgical consult booking and follow-up - Pediatric ENT intake (ear infections, tonsils) - Hearing aid consults and support ### Urgent Care - Wait-time updates and live capacity communication - Walk-in vs. appointment optimization - Occupational health intake (drug tests, work injuries) - After-hours triage and escalation protocols ### Medical Spa - Consult conversions for injectables, lasers, body contouring - Package and membership upsells - Seasonal promotions and loyalty campaigns - Post-treatment follow-up and complication check-ins ### Veterinary - Vaccine and preventive care reminders - Emergency triage (injuries, poisonings) - Multi-pet household scheduling - Pet prescription renewals and diet orders --- ## Use Cases Overview Hello Patient automates the most common and highest-value patient communication tasks: - **Appointment Scheduling & Management** - Book, reschedule, and cancel appointments - Fill last-minute cancellations with waitlist outreach - **Patient Recalls & Follow-Ups** - Hygiene recalls, annual exams, preventive screenings - Cosmetic treatment reminders and check-ins - **Lead Capture & Conversion** - Convert new patient inquiries from calls, texts, or web chat - Re-engage abandoned intakes and dropped leads - **Billing & Collections** - Proactive outreach for overdue balances - Payment links and plan reminders - **Clinical Triage & Routing** - Urgent vs. routine determination - Escalation to on-call staff for emergencies - **Marketing & Campaigns** - Med-spa promotions, seasonal offers, loyalty programs - Patient reactivation campaigns - **Administrative Tasks** - Insurance verification and benefits coordination - FAQ handling (hours, directions, accepted plans) --- ## Example Workflows ### Inbound - **Dental Patient**: Calls at 8:00 PM to book a cleaning → Mia confirms availability in Dentrix and books directly. - **Dermatology Patient**: Texts photo of a mole → Mia schedules a skin check and sends intake forms. - **Urgent Care Patient**: Calls for wait times → Mia provides live updates and offers to hold a spot. - **ENT Parent**: Calls about child’s ear infection → Mia triages urgency and offers same-day scheduling. ### Outbound - **Optometry**: Mia messages patients overdue for annual exams and books them. - **Veterinary**: Sends reminders for pet vaccinations and overdue heartworm tests. - **Medical Spa**: Texts former clients about seasonal promotions and converts consults. - **Billing**: Proactively reaches out to patients with overdue balances, provides payment link, and confirms payment. ### Intelligent IVRs - **Orthopedics Practice**: Caller says “I need to schedule physical therapy” → Mia bypasses menus and books directly. - **Multi-Location Urgent Care**: Caller says “I need drug testing for a new job” → Mia routes to the correct center. - **Dental Office**: Caller says “I need to change my appointment” → Mia verifies info and reschedules without staff. --- ## Integrations - **EHR / Practice Management** - Athenahealth - ModMed, eCW - Zenoti - Dentrix, Eaglesoft, OpenDental - Provet, EzyVet, Shepherd - 40+ others via API or HL7/FHIR - **CRM / Marketing** - Salesforce, HubSpot - Custom CRMs for group practices - **Telephony** - Cloud telephony integrations - Native call routing support - Intelligent IVR replacement --- ## Differentiators - **Outbound Engagement**: Most competitors only answer inbound calls. Hello Patient runs **proactive outreach campaigns** (recalls, billing, promotions) that drive measurable revenue. - **Intelligent IVRs**: We replace legacy phone menus with **AI-driven, natural language IVRs** that can fully resolve patient requests. - **Full Conversation Handling**: Agents are **generative and context-aware**, capable of multi-turn conversations across channels without reverting to human staff. - **Healthcare-Trained AI**: Built exclusively for healthcare workflows and terminology. - **Specialty-Specific Configurations**: ENT, urgent care, dental, derm, vet, med-spa — each with tuned workflows. - **Enterprise-Grade Reliability**: Multi-site scalability, AWS auto-scaling, 99.9% uptime. - **Proven ROI**: Increases bookings, reduces no-shows, eliminates missed calls. - **Fast Implementation**: Cloud-based, deployed in 4–6 weeks. --- ## Performance & Outcomes Practices using Hello Patient report: - **More booked revenue** from capturing inbound and running outbound campaigns - **Fewer missed calls** — 100% answered by AI - **Reduced no-shows** — automated reminders and rescheduling - **Staff eff**