Front Desk Agent
by Katexs
Answers, books, reschedules, and handles insurance questions.
Overview
Your front desk is doing three jobs at once: checking in the patient standing in front of them, verifying insurance, and answering a phone that never stops. Calls get dropped, and dropped calls are cancelled appointments. This agent takes the phone entirely off the desk.
It answers every call, reads live availability from your practice management system, books and reschedules, and handles the routine insurance questions that eat your staff's afternoon. Anything clinical gets routed to a human immediately. The result is a front desk that greets patients instead of apologizing for the hold music.
What it handles
- Book, reschedule, and cancel appointments in real time
- Answer coverage and copay questions from your plan list
- Collect new-patient intake details before the visit
- Send confirmation and reminder texts to cut no-shows
- Route clinical or urgent questions to staff
- Fill cancellations from the waitlist automatically
Channels
Integrations
Workflow
- 01
Greet & identify
Agent answers, verifies the patient, and loads their chart context.
- 02
Understand intent
Booking, rescheduling, billing, or clinical — classified in one exchange.
- 03
Act on the schedule
Live availability is read and written directly to your PMS.
- 04
Confirm
Text confirmation goes out; the interaction logs to the patient record.
What you'll need
- Practice management system access
- Accepted insurance plan list
- Provider schedules and appointment types
- A staff escalation number for clinical calls