01 — What we cover
Calls we handle for medical practices
The repetitive, high-volume calls that pull your staff off patients in the room — each one handled to your protocol, every time.
01Appointment booking & churnBooks, reschedules, and cancels against your calendar with your provider and buffer rules — then fires an SMS confirmation to cut no-shows.
02Prescription refill requestsCaptures patient, medication, and pharmacy details to your protocol and drops a clean, structured request into the right queue for clinical review.
03Symptom triage routingListens for the red-flag language your clinicians define, escalates urgent calls to your on-call line, and routes routine concerns to the right place.
04Insurance & billing questionsAnswers coverage, copay, and statement questions from your knowledge base, verifies the caller, and hands complex cases to billing with full context.
05Results callbacksTakes structured callback requests for lab and imaging results, confirms identity to your rules, and queues the patient for the correct provider.
06New-patient intakeCollects demographics, reason for visit, and insurance up front, then schedules the first appointment — so staff start the day with the chart half-built.
03 — Questions practices ask
HIPAA, triage, and the things that worry you
- Is Switchboard HIPAA-compliant for handling patient calls?
- Yes. We operate under a signed Business Associate Agreement (BAA), keep protected health information on US-resident infrastructure, and record every call in a tamper-evident, hash-chained audit trail. Patients are only asked for the minimum information needed to route the call, and sensitive details are never read back over an open line.
- How does the AI decide what is urgent versus routine?
- You define the triage rules. Switchboard follows your protocol to recognize urgent language and red-flag symptoms, then escalates immediately to your on-call line or 911 guidance while routing routine matters — refills, billing, scheduling — to the correct queue. It never diagnoses; it routes by the rules your clinicians set.
- Can it book into our existing scheduling system and EHR?
- Switchboard books, reschedules, and cancels against your existing calendar and practice-management tools, applies your buffer and provider rules, and sends SMS confirmations to cut no-shows. Refill and results requests are dropped into the right inbox or task queue for staff review.
- What happens to calls after hours and during high-volume spikes?
- We answer on the first ring, 24/7, with no hold music and no busy signal — whether it's one caller at 2 a.m. or forty at once during a Monday-morning rush. Routine requests are handled end to end; anything urgent is escalated per your protocol so nothing waits in a voicemail box overnight.
Put a front desk on every line — without hiring one.
Bring Switchboard your triage protocol, your scheduling rules, and your insurance FAQs. We'll stand up an AI receptionist that answers every patient call, books while you're with patients, and hands your team a clean, audit-ready record of every conversation. Most practices are live in under a week.
See pricing for your practice No long-term contract. BAA on request.