Confirm appointment
An AI voice agent calls the patient to confirm an upcoming appointment, or notes times that work better.
- Patients
- Any practice
Practices import this playbook into MediFlow in one click. It starts in Watch only mode, so nothing goes out until the practice is ready.
Is it a fit?
When to use it
Use it when some patients don't answer texts and you'd like a friendly phone call to confirm their visit, in English or Spanish.
When not to use it
Skip it for patients who have asked not to be called, or when your team prefers to make every confirmation call by hand.
Why it helps
Front desk teams spend a lot of time on confirmation calls. The voice agent handles the routine ones and passes anything that needs a person to your team.
How it works
The path every call follows. The agent always says it's an AI assistant, checks it's the right person first, and never gives medical advice.
Greeting
- Says the call is recorded, then that it's an AI assistant calling for the practice.
Right person?
- Confirms it's speaking with the patient before naming any appointment or exam. If someone else answers, it shares nothing and asks them to have the patient call back.
Main steps
- Reads back the appointment day, time and place.
- Asks if the patient can make it.
Outcomes
- Confirmed: the visit is marked confirmed.
- Needs a new time: notes the days and times that work and offers to transfer to the scheduling team.
- No answer or wrong person: logs the attempt for staff.
Steps
- The agent calls the patient about an upcoming visit.
- It says the call is recorded and that it's an AI assistant.
- It confirms it's the right person before sharing any details.
- It confirms the visit, or notes better times and offers a transfer to scheduling. It never books on its own.
- The result is saved on the case for your team.
Sample calls
Hear how the AI voice agent handles this call. It's scripted and voiced by AI: the people, dates and numbers are made up.
Confirming a visit, in English
The patient's husband answers first, so the agent shares nothing and asks for a call back. Then the patient comes to the phone and confirms her visit.
Sample call, not a real patient.
Transcript
Confirming a visit, in Spanish
In Spanish, with an English translation under each line. The patient can't make his visit. The agent notes the days and times that work for him and transfers him to the scheduling team.
Sample call, not a real patient.
Transcript
Works well with
- Workflow · AI call if not confirmedNot confirmed: AI calls the patient
If a patient hasn't confirmed their appointment, start the Confirm appointment voice agent to call them.
- Workflow · Day-before reminderDay-before reminder: reply C to confirm or R to reschedule
Remind the patient of tomorrow's appointment and let them reply C to confirm or R to reschedule.
- Workflow · Needs to rescheduleNeeds to reschedule
When a patient asks to reschedule, tell the scheduling team and let the patient know someone will reach out.
See it on your own cases
We'll show you how this playbook would run in your practice, and which others fit with it.