Before the kickoff call
Have these ready. They are the long poles.PMS credentials
API credentials for your practice management system, with read and write access to patients and the schedule. See Supported systems for what each one needs.
A phone decision
Forward your existing main line to a VoxHealth number, or port the number to us. Forwarding is reversible in minutes and is how most practices start.
Your locations
Name, address, phone, and opening hours for every office, including the exceptions, like a half-day Friday.
Your front-desk answers
The twenty questions you answer every day. Insurance accepted, parking, new patient policy, cancellation policy, what to bring.
The sequence
1
Week 1: connect and observe
PMS connected, locations and hours entered, assistant configured with a narrow set of capabilities: appointment lookup, messages, locations, knowledge base.The agent goes live on a test number or on after-hours overflow only. You listen to calls.
2
Week 2: open up booking
Turn on booking, cancel, and confirm. Set up call routing so anything the agent should not handle reaches the right person. Point your main line at the agent during a defined window: lunch, or after 5pm.Review every booked appointment in your PMS for the first few days.
3
Week 3: notifications and the rest of the day
Turn on reminders and confirmations. Extend the agent to full-time coverage of overflow, then to first answer.Add the capabilities that need more trust: billing, new patient intake, waitlist.
4
Week 4: the surrounding workflows
Whatever else your practice bought: forms, insurance verification, referrals, reviews, campaigns, remittance reconciliation.
Who needs an account
Add your team in Settings → Staff once the practice is configured, not before. The role you give someone decides what they can see on their first login.
See Roles and permissions for the full matrix.
What “done” looks like
- A week of calls where you agreed with what the agent did on every one
- Appointments landing in the right operatory with the right provider and duration
- Transfers reaching a person who was expecting them
- Reminders going out and confirmations coming back
- Your front desk answering fewer calls, not more