Every patient call answered.
Private hospitals, specialist clinics and ambulatory surgery centres. The agent books, confirms and reminds, on your hours and under your rules. It doesn’t touch anything clinical.
Book my callA clinic’s phone rings exactly when nobody can pick it up.
It isn’t short staffing. The hours people call are the same hours reception is dealing with whoever already walked in.
- 08:40
A queue at the window
Reception is with the woman standing in front of her. Three lines ringing. The fourth caller hears a busy tone and dials the clinic down the street.
- 13:15
Nobody picks up
A patient wants to move Thursday’s appointment. She calls at lunchtime, nobody answers, and she doesn’t try again. Thursday shows the gap anyway, with no warning.
- 20:40
The night before surgery
A knee patient can’t remember whether he’s allowed water in the morning. The line closed at five. He guesses, and the next morning the theatre has to be rescheduled.
What the agent does, and where it leaves it written down.
It answers on your line, books into the system you already run, and leaves the reason written down for reception to read when they get in.
Books without a busy tone
It answers the fourth call in the queue, books the blood-pressure check-up and notes the general reason. Reception stays with the person in front of them.
Confirms ahead, with the instructions
It calls two days before surgery, repeats the fasting rule and the companion rule, and offers to reschedule if something came up. At the lab it’s the same call: eight hours fasting, confirmed.
Fills the slot that opened
When someone cancels, the waiting list starts itself: it calls down the list until the slot is taken. Nobody on your team dials a single number.
What we do with your patients’ data.
Costa Rica doesn’t hold you to HIPAA. Your US patients do, and the standard serves everyone else anyway. This is what we apply, and what you will never hear us claim.
Only what the appointment needs
A name, a general reason, a preferred time. The transcript holds no medical history, no diagnoses and no results.
Encrypted, logged, and kept for a term you set
Encrypted in transit and at rest, a log of who accessed what, and a retention policy set with you. Where a processor requires one, we sign a BAA.
The law that applies in Costa Rica
In Costa Rica the data-protection law is 8968 and the authority is Prodhab. What we do above — minimum data, consent recorded at the top of the call, a defined retention term and deletion on request — is what that law asks you to be able to document. This is not legal advice: it is what we can show your lawyer when they ask.
What we don’t say
“HIPAA certified” is not a thing — no body issues that certification. What we do say is that we work to practices aligned with HIPAA, and we will show you which ones.
An emergency doesn’t go through the agent
It doesn’t triage and it doesn’t ask for symptoms. An urgent call is transferred straight to the emergency number you define.
Common questions
Does it replace my receptionist?
No. It covers what is being lost today: the call on hold, the one at nine at night, the morning peak. Reception stays with whoever is in front of them, which is where they are worth most.
Does it handle clinical information?
Only what the appointment needs: a name, a general reason, a preferred time. It doesn’t diagnose, it doesn’t prescribe and it doesn’t read a result back to anyone.
What if the call is an emergency?
It transfers straight to the emergency number you define. The agent doesn’t triage and doesn’t ask for symptoms, and that isn’t configurable.
Can it handle English-speaking patients?
The agent comes with Spanish, English and Portuguese. A language beyond those three is separate work and is quoted on its own. Human cover is agreed with you at setup.
Does it connect to the calendar we already use?
Yes, it books into the system you already run; we don’t ask you to change it or open a second one. We check it on the call, which is where you find out whether your system lets us in.
How long until it is running?
Scope and date are fixed on that same call. Live in days, not months.