The call
1
The call reaches an agent
Each of your phone numbers is attached to an assistant: a configured voice agent with its own greeting, voice, and set of capabilities. Whoever answers, answers instantly.
2
The agent works out who is calling
It matches the caller’s number against your PMS. If the number is not enough, say a shared household line or a mobile the practice has never seen, it asks for a name and date of birth, and can send a one-time code by text to confirm identity before it reads back anything private.
3
It does the thing they called for
Appointments, balances, directions, office hours, prescription status, a question your knowledge base answers. Reads and writes go to your PMS live. The agent is not working from a nightly copy of your schedule.
4
It hands off when it should
If the caller asks for a person, or the reason is one you have routed to staff, the agent transfers the call using your call routing rules. If nobody picks up, it takes a message.
5
The call is written down
Recording, transcript, summary, and outcome land in Calls within a minute or two. Anything needing a human shows up in Follow-ups.
What is connected to what
Your PMS stays the source of truth. VoxHealth reads availability and patient records from it and writes appointments back to it. Nothing asks your staff to keep a second schedule in sync.The channels
What it does not do
- It does not give clinical advice. Clinical questions are routed to a person.
- It does not replace your PMS. If a capability is not supported by your PMS integration, the agent will not fake it. It takes a message instead.
- It does not read a patient’s records back to an unverified caller.