Lessons From Hundreds of Patient Conversations.

When you build AI agents for clinics across different specialties, you start to notice patterns.

A cardiology group, a behavioral health startup, an obesity program, a women’s health clinic, each with its own workflows, tone, and patient journey. And yet, the same moments kept appearing:

A phone rings when no one is available to answer.

A patient cancels, and someone needs to reach out and rebook.

A staff member pauses real work to handle routine coordination.

We’d customize agents again and again, adapting scripts, safety language, FAQs, and appointment rules, but the core behavior stayed remarkably consistent.

Eventually, the question became:

If these workflows are so universal and so tied to scheduling, why aren’t they simply inside the EHR?

That thought led us toward a clear next step: build them natively for Healthie.

Two Workflows We See Everywhere

The first is reception: not a call center, not clinical triage, just answering the phone reliably and routing requests properly.

The second is post-cancellation recovery: a quiet but important task that often gets buried under everything else happening in a day.

Both are administrative.

Both happen constantly.

Both directly affect patient experience and revenue.

And both follow predictable logic that doesn’t need human judgment most of the time.

So we built them directly into Healthie.

How the Reception Agent Behaves

When a patient calls, the agent picks up and follows a structured script:

• greeting
• new vs. existing patient
• verification (phone match + DOB or other identifier)
• understand their request
• take action if appropriate
• hand off to staff when needed

If the patient simply wants to confirm a time, update an appointment, or ask a routine question, the system handles it.

If there's something urgent or clinical, it escalates immediately.

It’s not trying to “sound like a doctor.”

It’s doing what front-desk staff already do, just consistently, even at 5pm, or during lunch, or when three calls come in at once.

How the Rescheduling Agent Works

Cancellations are a normal part of care. The problem is follow-up.

Too often, the slot stays empty unless someone remembers to call back.

In this workflow, the agent sees the cancellation event in Healthie, reaches out politely, verifies identity, and offers new times based on the practice’s scheduling rules. If the patient chooses a slot, it books automatically and sends confirmation. If not, the conversation ends respectfully.

It’s a small interaction — but multiplied over weeks and months, it protects continuity of care and reduces avoidable gaps.

Want to watch how these agents actually work?

• 🔗 Reception Agent Demo Video
• 🔗 Rescheduling Agent Demo Video

Why Build This Now?

Not because automation is trendy.

Not because “AI for everything” is the goal.

We built it because:

• practices are stretched thin
• the tasks are repetitive and well-defined
• patients expect quick, organized communication
• the EHR should be where this work lives

And because after deploying dozens of custom agents, the pattern was undeniable:

Some workflows are universal enough to standardize, but still need the intelligence and flexibility of conversational automation.

So we put them where they belonged — inside Healthie.

Looking Forward

We’ll keep building specialty-specific agents; every practice has its nuances, and many workflows still require tailoring.

But for these foundational tasks, answering calls and recovering cancellations, a shared playbook makes sense.

We're grateful to the clinics that helped us shape this. The feedback loops, the edge cases, they all made the workflows sharper, calmer, and more reliable.

And we’ll continue refining as more practices use them.