People vs AI phone agents
Choosing between an AI phone agent and a dedicated team.
Many FQHCs are now offered AI phone agents. Here is what a Praxis team does on every call, and the questions worth asking any vendor before you decide.
What a Praxis team does
- Answers patient calls in English and Spanish, including medical and insurance terms
- Schedules directly in your EHR
- Checks eligibility at every booking
- Makes reminder and confirmation calls
- Follows your procedures, the way your center does them
- QA, trainers and supervisors included at no extra cost
Questions to ask any vendor
- What happens when a call doesn't fit the script?
- Ask any vendor, human or AI, to walk you through a real call that went off script: a patient with a new insurance plan, a parent booking for three kids, a caller who is upset.
- Who books the appointment, and where?
- Ask whether the appointment lands in your EHR during the call, or is passed to your staff to finish later.
- Is eligibility checked before the visit?
- Ask whether eligibility is checked at every booking, and who fixes it when coverage has changed.
- How does it handle Spanish-speaking patients?
- Ask whether Spanish is a full conversation, including medical and insurance terms, or a translated menu.
- Who is accountable when something goes wrong?
- Ask who reviews calls, who retrains, and who you call. At Praxis, QA, trainers and supervisors are part of every team at no extra cost.