AI Voice Agent for Healthcare

Healthcare front desks are the hardest customer-experience job in any service business. Patients calling about appointments, prescription refills, billing questions, urgent symptom triage, eligibility verification, follow-ups — all on the same line, all expecting an instant answer, all generating PHI on every call. Front desks burn out. Phone abandonment rates in primary care are routinely 15–25%.

Open's AI answers every inbound patient call in under two seconds, identifies the patient by phone number against your EHR or practice management system (Athenahealth, Epic via secure API, eClinicalWorks, NextGen, Kareo, DrChrono, OpenDental, Dentrix, etc.), and runs the conversation. Routine work resolves live: appointment booking, reschedules, refill requests routed to the right provider, address updates, simple eligibility checks.

For clinical or sensitive calls, the AI follows the rules you set. It does not provide medical advice. It can run a triage script ("is this an emergency?" "are you experiencing chest pain?") and warm-transfer to the on-call clinician, the practice line, or 911 routing as appropriate. The transcript and intent attach on transfer so the clinician doesn't have to re-ask the patient.

PHI handling is built in. Recording is configurable per agent and per call. Transcripts go through PII/PHI redaction before leaving the Open environment. The BAA, encryption-in-transit (TLS), encryption-at-rest, role-based access controls, and audit logs are all available out of the box. Multi-region deployment lets you keep PHI in-country.

Multilingual support matters in healthcare. Patients call in their preferred language; Open responds in over 100 languages with mid-call switching. Translated transcripts are available for the chart.