An AI receptionist for senior-care medical groups
For geriatric and house-call practices whose patients live across dozens of senior communities, CuraVoice answers the patient line and connects each caller to the care manager responsible for that patient's community.
Why the phone is harder for you than for most practices
A typical practice has one front desk and one building. You have providers visiting many communities, a care manager assigned to each, and assignments that shift as staff and census change. The people calling are rarely the patient. They are a daughter two states away, a memory-care nurse, a pharmacy, a home-health agency, a hospice liaison. Most of them do not know who the care manager is. They know where their mother lives.
So the person answering your phone needs the whole map in their head: which community, which provider, which care manager, which extension. That knowledge takes months to build and walks out of the door with every resignation.
What CuraVoice does on your line
- Routes by community. A caller can name the community, the provider or the care manager. Any one of them is enough to find the right extension.
- Confirms names it is unsure of. Provider and community names are easy to mishear. When a name is matched by sound, the receptionist confirms it once before transferring.
- Takes new-patient referrals. It collects the patient's details, residence, insurance and the care needed, and files them for your intake team, or connects the caller to intake.
- Handles the rest of the switchboard. Billing, records, hospice and palliative partners, insurance agents and vendors each go to their own line or are given the right inbox.
- Puts emergencies first. Symptoms that need 911 are told so at once. A health concern that is not an emergency goes to a person and is flagged.
What you learn that you could not see before
Care managers spend their day in the field and on the phone. Calls transferred to them often ring out, and nobody upstream ever knows. CuraVoice records, for every transfer, whether a person answered. You can see which communities' calls are reaching a care manager and which are not, by person and by time of day, and missed transfers go on a call-back list.
What it does not do
It does not look patients up in your EHR, give clinical advice, or tell an outside party anything about a patient. When an insurer or other third party calls about a patient, it confirms nothing and passes the call to staff.
Common questions
How does the AI know which care manager covers which community?
It reads the directory your team already maintains: a list of communities, the providers who visit them, and the care manager and extension for each. When the directory changes, the routing changes with it. No one has to retrain the AI.
Many of our callers are elderly. Can they use it?
The receptionist speaks at a measured pace, asks one question at a time, and never asks a caller to press a key. Anyone who asks for a person is connected to one. A caller does not have to know a provider's name: the name of the community where the patient lives is enough.
What happens when facility staff call about a resident?
A nurse or caregiver calling from a community is routed to that community's care team in the same way a family member would be. If they are reporting a change in a resident's condition, the call is connected to a person and flagged for follow-up. The AI does not triage.
Two of our communities have almost the same name. What then?
When more than one community fits what the caller said, the receptionist asks which city it is in and looks again. It asks this once, not repeatedly.
Hear it route a call to one of your communities
Send us a sample of your directory and we will show you a live call on the demo.
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