Your front desk is booking against provider templates, chasing referrals and explaining statements while the phone keeps ringing. VoiceRun agents take scheduling, refill-request and coverage calls on the first ring, verify who is calling before they say a word about the chart, and hand anything clinical or urgent to your nurse line with the context already captured.
Built for patient access, revenue cycle, informatics and operations leaders at medical groups, health systems and specialty practices.
Cardiology clinic · follow-ups
Tue 8:41 AM39
prior authorization requests per physician every week, taking 13 hours of physician and staff time
AMA, physician prior authorization survey, 202472 hrs
the decision clock CMS set for expedited prior authorization requests at impacted payers, with seven calendar days for standard ones
CMS, CMS-0057-F final rule announcement, 202420%
of providers had begun implementing electronic prior authorization APIs, while 63% of medical plans were still developing theirs
CAQH, 2025 Index Executive Report, 20251 a day
the FCC cap on exempt healthcare reminder calls to a patient’s cell, with three a week, about a minute each and no billing content
FCC, 47 CFR 64.1200(a)(9)(iv), current ruleThe calls
Most are routine, a few are urgent, and the work is telling them apart early in the call. Each of these runs as code against the systems your schedulers already use.
Books, moves and cancels against visit types, provider templates and new-versus-established rules, and offers the nearest valid slot when the first choice is gone.
Systems the agent works in: EHR scheduling · Provider templates
Checks that the referral or authorization a visit needs is on file before offering a slot. When it’s missing, says what is needed and who is sending it instead of booking a visit that bounces.
Systems the agent works in: Referrals · Prior auth
Captures the medication, pharmacy and callback number and routes the request to clinical staff. The agent never approves a refill or answers a dose question.
Systems the agent works in: Clinical inbox · Pharmacy on file
Confirms appointments inside the narrow healthcare reminder rules, releases cancelled slots, and offers them to patients on the waitlist.
Systems the agent works in: EHR scheduling · Waitlist
Explains a statement line, the balance and the plan on file, and hands payment to your existing payment system so card numbers stay out of the transcript. Disputes go to billing staff.
Systems the agent works in: Patient accounts · Payment system
Tells patients where an authorization stands from the status your team records, and when someone will follow up, so staff aren’t answering the same question on top of the paperwork.
Systems the agent works in: Prior auth tracker
Takes scheduling and routine requests when the office is closed, and routes urgent clinical calls to your nurse triage service or on-call line under your rules, emergency instruction first.
Systems the agent works in: On-call schedule · Nurse line
Verifies the caller’s authority, then logs release-of-information, FMLA and form requests with what is still needed and the usual turnaround.
Systems the agent works in: Release of information · Patient portal
Calls ahead of procedures and new-patient visits with the prep instructions your clinicians approved, word for word, and collects registration details. Clinical questions go to a nurse.
Systems the agent works in: EHR scheduling · Registration
Why it's hard
The demo books a slot. The real call has a referral that hasn’t arrived, a parent phoning for a teenager, and a symptom mentioned halfway through a reschedule.
The reality
Monday mornings, flu season and January deductible resets stack calls on the same few people who are also checking in patients. What goes unanswered becomes a voicemail, a duplicate call or a patient who books elsewhere.
How VoiceRun handles it
Agents answer in parallel, so a Monday surge becomes completed calls and logged requests instead of a voicemail queue. Staff start the day with a work list in place of a backlog.
Elastic call capacity
Monday mornings, flu season and January deductible resets stack calls on the same few people who are also checking in patients. What goes unanswered becomes a voicemail, a duplicate call or a patient who books elsewhere.
Agents answer in parallel, so a Monday surge becomes completed calls and logged requests instead of a voicemail queue. Staff start the day with a work list in place of a backlog.
Elastic call capacity
Tested before launch
Each protocol your staff follows becomes a scripted caller: the red flag mid-reschedule, the missing referral, the parent calling about a teenager. A release that fails one of them stays in testing.
Simulated callers place real voice calls to the agent, evaluators grade every conversation against what should have happened, and a release that regresses never reaches your callers.
$ vr simulate staging --name front-desk-regression --wait
7/7 simulated calls passed · evaluator: judge
The platform
Start with the scheduling line, or with scoring the calls your front desk already takes. Agents, handoffs and scoring share one record.
Your systems
The agent reads scheduling rules and writes appointments in the same systems your schedulers use, so a booking made by phone shows up where your team already looks.
EHR & practice management
Reads provider templates, visit types and open slots, and writes the appointment back the way your schedulers do.
Common Epic, Oracle Health, athenahealth, eClinicalWorks
Referrals & authorizations
Checks referral and authorization status before offering a slot, and logs what the patient was told.
Revenue cycle
Reads balance and coverage on file so billing answers come from the patient’s account, and hands payment to your existing payment system.
Common Waystar, Availity, Experian Health
Nurse line & on-call
Where red-flag and clinical calls go: your triage queue, answering service or on-call physician, with the call summary attached.
Telephony
Keeps your numbers and carrier, and hands calls to the front desk, the nurse line or your call center.
Common Twilio, Telnyx, Bring your own carrier
Named products are examples of what’s common in each category; none of them is a prebuilt connector. VoiceRun agents call any API or database your team exposes, and every connection is code your team can read. Your carrier, numbers and contact center stay where they are.
Control
The agent says what your protocols allow, escalates the moment a call turns clinical, and writes nothing to your systems that your code didn’t allow.
Chest pain, stroke signs, severe bleeding and any mention of self-harm are matched by rules your clinical team approves. The agent speaks the 911 or 988 instruction and transfers to your nurse line. It is no substitute for public emergency services.
The agent reaches appointment and account details only after the verification your policy requires, with proxy and minor rules written as code. What it says aloud is limited to the minimum the task needs.
The agent captures the medication, pharmacy and callback details and sends them to clinical staff. It never approves a refill, adjusts a dose or answers a medication question.
Your approved AI and recording disclosures are spoken word for word at the start of every call. State rules differ (Texas requires disclosure when AI is used in health care service, and California AB 3030 covers AI-generated clinical communications), so the wording is configuration your counsel signs off.
PHI is handled only under an executed Business Associate Agreement covering named Services, deployment and configuration. Recording, redaction and tracing are per-environment settings, off until you turn them on.
Call purpose, length and frequency limits are enforced in code for each patient, and opt-outs are checked before every dial. Billing outreach runs as a separate flow.
Your code remains your code, your data remains your data, and the models we train for you serve only you.
Deployment options: our SOC 2 managed cloud, your VPC, your cloud, or on-premises with VoiceRun Edge, available under enterprise agreement.
Built in an afternoon
A two-engineer health-diagnostics studio asked at 3:45 PM whether they could ship a phone agent the same day. The confirmation email landed at 8:53 PM.
91 min
from first release to the first completed reschedule by phone
Live by 8:53 PM
24
releases in 18 hours, each one tested before it shipped
Live by 8:53 PM
53
evaluation runs across 9 scenarios and 3 evaluators
Live by 8:53 PM
FAQ
PHI is handled only under an executed Business Associate Agreement covering named Services, deployment and configuration. Your order form names the eligible Services, the deployment option and the configuration, and recording, redaction and tracing stay off until you turn them on. Bring your privacy officer in early: the Enterprise Terms and Service Terms are published on our legal pages.
VoiceRun agents call any API or database your team exposes, so the question is what your EHR or practice management system offers: read-only lookups, appointment write-back, or both. Visit types and templates are honored by calling your own rules, and every connection is code your team can read and test with simulated patients before a live call. We are vendor-neutral across EHRs.
Red-flag rules your clinical lead approves run on every turn of the call. A match stops the task, speaks the 911 or 988 instruction and transfers to your nurse line with a summary, and the agent gives no medical advice. It recognizes urgency and routes under rules you approve, and it is no substitute for public emergency services.
Within the lanes you define. The FCC’s exemption for healthcare calls to wireless numbers covers appointment and exam confirmations and reminders, among a short list of purposes, and it excludes billing content and caps messages at one a day and three a week. We build the purpose, frequency and opt-out checks into the agent’s code, and your counsel decides what each call type may say. Calls outside those purposes fall under different consent rules.
State rules differ, and your counsel decides what applies to you. Texas requires providers to disclose AI used in relation to health care service or treatment, and California AB 3030 requires a disclaimer on generative AI patient communications about clinical information. Because disclosures are spoken from code, the approved wording runs at the start of every call, and a change ships as a release.
Yes. VoiceScore grades every call, human or AI, against a plain-English scorecard: identity verified before details, correct visit type, referral requirement caught, red flag escalated. Each score has quoted evidence and a coaching note, and your QA lead can override any criterion. It scores calls after they end and does not coach live.
A consultation is a working session on your call mix, your scheduling rules and your red-flag protocol, with the shortest path to a line that picks up every call and knows when to hand off.
