Capability

How does MAIA handle patient phone calls?

MAIA's patient communication agent answers inbound calls and SMS, places outbound reminders and result-delivery calls, and handles the routine traffic that consumes front-desk staff: appointment scheduling and reminders, prescription refill requests, normal lab result delivery, and basic billing questions. Three-factor patient authentication runs before any PHI is disclosed. Built-in safety guardrails prevent the agent from giving medical advice or interpreting abnormal results; clinical or urgent calls escalate immediately to a human or trigger emergency advisories. The agent identifies itself as automated at the start of every call, and patients can reach a person at any point. Built for medical practices in the United States, integrates with your scheduling system and EHR, and runs HIPAA-aware infrastructure with a Business Associate Agreement available.

How it works

  1. Patient calls or texts the practice. Inbound calls route to MAIA after hours or as a first-line responder during business hours, configurable per practice. Outbound calls (reminders, results) are scheduled by the EHR or by staff.
  2. Three-factor authentication. Caller ID match plus two of: date of birth, last four of SSN, ZIP, or a one-time SMS code. No PHI is disclosed before authentication clears.
  3. Handle the request within scope. Schedule, reschedule, or confirm appointments; route refill requests to the prescribing clinician; deliver normal lab results read verbatim; answer basic insurance and billing questions from a curated knowledge base.
  4. Escalate clinical or urgent issues. Specific intent and keyword triggers (chest pain, suicidal ideation, severe symptoms, abnormal results) immediately transfer to a live clinician or trigger a 911 advisory. The agent never gives medical advice.

What the agent handles

Appointment scheduling
Reminders & confirmations
Prescription refill intake
Normal lab result delivery
Insurance & billing FAQs
After-hours triage routing

Anything outside scope (clinical advice, abnormal results, new symptoms, urgent issues) is escalated to a clinician or emergency services. Scope is configurable per practice.

Frequently asked questions

How does MAIA verify the patient on a call?

Three-factor authentication: caller ID match against a known phone number on the patient record, plus two of: date of birth, last four of SSN, address ZIP, or a one-time SMS code. The agent will not disclose any PHI until authentication clears.

What kinds of calls does MAIA handle?

Appointment scheduling, rescheduling, and reminders; prescription refill requests routed to the prescribing clinician; normal lab result delivery (abnormal results route to a clinician); and basic insurance/billing questions. Anything clinical or urgent is escalated to a human.

What safety guardrails are built in?

The agent will not give medical advice, will not interpret abnormal results, and will not handle calls about new or worsening symptoms. Specific keyword and intent triggers (chest pain, suicidal ideation, severe symptoms) immediately transfer to a live clinician or trigger a 911 advisory.

Will the patient know they are talking to an AI?

Yes. The agent identifies itself as an automated assistant from your practice at the start of every call. Patients can opt out and reach a human at any point by saying "agent" or pressing 0.

Related capabilities

Fax Automation

Inbound lab and imaging faxes feed the result-delivery and provider-alert workflows.

Clinical Notes

Refill requests captured by the agent attach as documentation in the patient chart.

Security & Privacy

How patient identity, recordings, and PHI are protected end to end.

Free your front desk for the patients in front of them

Limited early access is open to private practices in the United States. Onboarding takes about a week.

Join the waitlist