AI phone assistant
An AI phone assistant for routine patient calls.
Every call is answered on the first ring, during and after business hours. Patients who used to hang up now book their visit, and routine requests are completed without staff.
Sample call
A rescheduling request, from verification to confirmation.
Callers provide their name and date of birth first. The server releases a record only after these match exactly one patient on that call.
- Visits: upcoming visits and open appointment times
- Changes: book, reschedule, cancel and confirm, always with a read-back and a yes
- On file: balance, insurance, and medication and allergy lists
- Results: recent results, read back as recorded
- People: messages for staff filed as tasks in your EHR, and a transfer to the staff line you choose whenever a caller asks
- DrawbridgeThanks for calling the clinic. This is the clinic's automated assistant. How can I help?
- CallerHi, I need to move my appointment next week.
- DrawbridgeI can help with that. First, can I have your first and last name, and your date of birth?
- CallerRowan Ellery, April 12, 1961.
- System note: Identity verified on this call · name + DOB match exactly one patient
- DrawbridgeThank you, Rowan. I see a follow-up visit on Tuesday at 9:30 with Dr. Hale. I have Thursday at 2:15 or Friday at 10:00 with the same provider.
- CallerThursday works.
- DrawbridgeJust to confirm: I'll move your follow-up from Tuesday at 9:30 to Thursday at 2:15 with Dr. Hale. Shall I make that change?
- CallerYes, please.
- System note: Rescheduled in the practice-management system · read back and confirmed
- DrawbridgeDone. You're booked for Thursday at 2:15. Is there anything else?
Call the Drawbridge test line
Talk to the phone assistant yourself. It answers on a test system, so play the part of a sample patient.
Call(208) 904-3641Sample patientUse these details on the call.
- Your name
- Ed Smith
- Date of birth
- December 6, 1952
Or call as Nichole Albanese, born April 24, 1928.
Things to try
- “When is my next appointment?”
- “Can I move it to later in the week?”
- “What times do you have open on Friday?”
- “Please leave a message for the front desk.”
The assistant verifies you by name and date of birth first, then reads back every change before making it. Please use the sample patient above. Standard call rates apply.
Caller safeguards
Caller safeguards enforced on the server.
Caller verification
First name, last name and date of birth must match exactly one patient.
Family members
Each person is verified individually, up to two per call.
Emergency and clinical calls
Emergencies are directed to 911; clinical questions go to your clinicians.
Confirmation before changes
Appointments change only after the caller confirms the read-back.
30-day recording retention
Personal details are redacted where a recording is kept.
Outage handling
Callers are informed immediately, and MOATiT's help desk is alerted.
The details
Caller verification
First name, last name and date of birth must match exactly one patient. The server answers record requests only for people verified on that call, and logs every attempt.
Family members
A parent can manage a child's visit; each person is verified individually. At most two people per call, and lookups are capped to stop fishing.
Emergency and clinical calls
Callers describing an emergency hear: "If this is an emergency, please hang up and call 911 now." The assistant never interprets results, symptoms or medications and never advises; clinical questions go to your clinicians.
Confirmation before changes
Every booking, move and cancellation happens after the caller hears the change and says yes. A reschedule keeps the old visit until the new one is booked.
30-day recording retention
Call recordings are kept no longer than 30 days, with personal details redacted where the recording is kept.
Outage handling
If the EHR connection is unavailable, callers are informed immediately and can leave a message or be transferred. MOATiT's help desk is alerted automatically.
After hours
After-hours coverage with an on-call notebook.
After hours, Drawbridge answers as your after-hours line, verifies the caller and records the message in the caller's own words.
- Urgent: written to the on-call notebook with a short brief, and the caller is told how to reach the on-call provider. Emergencies are directed to 911.
- Needs a provider now: transferred to your on-call provider's number; the brief is waiting in the on-call notebook
- Routine: filed as a staff task for the morning
- On-call notebook: every after-hours call in one place
What is in the on-call brief
Who is calling and why, plus the medication, allergy and problem lists, latest results and last and next visit.
1.4 s
median time to first response when the assistant looks something up
Phone assistant: frequently asked questions
What happens when a document needs a person?
It goes to your staff review queue with the reason (for example, 'address on the document is different'), already read and with its best suggestion, so staff can file it with one click, change the category, or send it to your Veradigm® indexing queue. On the phone, the assistant offers a transfer during business hours or takes a message.
Can the phone assistant give medical advice?
No. It never gives medical advice. If a caller describes an emergency, it tells them to hang up and dial 911. It can tell callers about upcoming visits, open times, balances and insurance on file, and read their medication and allergy lists and recent results as recorded, but only after it has verified who is calling. It never interprets results or medications.
How does the phone assistant verify callers?
It asks for first name, last name and date of birth, and these must match exactly one patient. Drawbridge's server enforces this: until a caller is verified on that call, the system refuses to return or change any patient record. Each call can verify at most two people (for example, a parent and a child), and repeated lookups are capped and logged.
What do you need from our practice?
Before the learning week: about five minutes for the setup sheet, and your signature on the BAA with the Veradigm® authorization. Nothing in your systems changes. When you approve going live, MOATiT sets up the fax routing and the lab file drop with you, and your line forwards the calls you choose to Drawbridge first.
Is Drawbridge HIPAA compliant? Will you sign a BAA?
Yes. Drawbridge is HIPAA compliant, and MOATiT signs a business associate agreement with your practice. Drawbridge was built around the HIPAA Security Rule: multi-factor sign-in for every staff user, a hash-chained audit log kept six years, minimum-necessary access and per-call caller verification. Every deployment is encrypted in transit and at rest and hosted in the United States. The full list of controls is on the Security page.
Schedule a live call demonstration.
We call a test line together using a sample patient, covering verification, appointment lookup, rescheduling and a message for staff.