AI for Front Office

Imagine a front-office worker who doesn’t take vacations, happily texts patients about appointments instead of going to lunch, makes sure no patient calls slip through the cracks, helps with scheduling, and provides useful data about peak call-periods and common patient inquiries. It may sound too good to be true, but it’s the future of AI for the front office. 

These systems are just coming online, but AI is rapidly advancing, and AI receptionists hold tremendous promise. Essentially, they take repetitive, dull tasks away from human front-office staff — fostering more relaxed, empathetic phone and in-office interactions. 

Just as importantly, patients are quite happy to use an AI system for things like scheduling appointments, refilling prescriptions, checking into an appointment, and receiving alerts about upcoming appointments. For one thing, the system is available 24/7, unlike a human-run front desk. For another, many tasks can be done via text, which is many patients’ preferred communication form.

AI’s ability to learn is the secret sauce when it comes to implementing scheduling software. Over time, these applications learn provider preferences, boosting their satisfaction levels. The intelligence part of AI can also be leveraged in scheduling: it can quickly adjust schedules when a provider calls in sick or the practice receives an unexpected influx of patients.  

Automating Calls, Generating Data

Seventy percent of all calls to medical practices are about an appointment, a prescription refill, or information (e.g., an insurance-related question). Some front desk AI systems use conversational AI to handle these calls (similar to Siri or Alexa). Others communicate using a secure texting system. Some streamline voice calls by providing an automated transcription of all voicemails left by patients. 

(Note that these systems use traditional AI, which has been in use for years without major incident — think “smart” applications and appliances. However, Generative AI, which creates content, is more controversial and not as well understood. GenAI systems occasionally “hallucinate,” meaning they provide false information.)

Calls and texts handled by an AI system can easily be turned into useful data for practice managers. For example, the system can generate reports showing which weeks have the highest call volumes, which times of the day are busiest for appointment requests or refills, and so on, for use in operational planning. They can also analyze patient inquiries for patterns that can be used in future marketing campaigns. 

Advanced systems can analyze calls with human front-desk personnel to highlight areas for improvement. Negative interactions are upsetting for both patients and staffers, and AI-identified calls can be used to help personnel understand what went wrong and lead to meaningful discussions of how to fix it. 

Faster Check-In

AI-enhanced apps can both speed up check-in and improve patient satisfaction. Patients use their own digital device to complete registration and have the option of doing so before they arrive at your office. Look for an app that includes consent management, pre-visit payments, and eligibility verification.

As the technology progresses, practices may see options for biometric check-ins. For example, facial recognition or fingerprint scanning is a more secure way to verify identity; it’s also faster and uses less paper. Biometric technology could also provide an extra layer of security within the office, such as making sure only authorized individuals have access to clinical data.

Check Compatibility and Security 

As exciting as new front-desk capabilities are, they are useless unless they fully connect to the rest of your practice. As practice managers are well aware, robust revenue cycle management starts at the front desk with appointment calls, balance payments, patient demographics and eligibility checks. 
Look for a cloud-based application that can be fully integrated with your EHR and billing system, and ask all potential vendors about adherence to HIPAA regulations and any state privacy requirements.