Answer the phone every time, without touching clinical judgement
Most patient calls are logistics: booking, rescheduling, directions, prescription status, billing. Gimiq handles those around the clock under HIPAA-aligned controls, and routes anything clinical or urgent to your staff immediately — with a hard stop on triage and advice.
- Bookings and reschedules against your live calendar
- Clinical questions hard-routed to staff, never answered
- HIPAA-aligned handling with a signed BAA available
What patient services teams are up against
Front-desk staff are doing clinical-adjacent work and switchboard work at the same time, and both suffer for it.
The phone never stops
Reception handles calls while patients are physically waiting at the desk, so one queue is always losing to the other.
No-shows cost clinical hours
Unconfirmed appointments become empty slots that were booked weeks ago and can't be refilled at short notice.
PHI is in every conversation
Almost any useful answer touches protected health information, so the controls have to be structural rather than procedural.
Triage is not a support task
Any system that answers patient questions must be incapable of assessing symptoms, not merely discouraged from it.
Billing questions eat the day
Coverage, co-pay and statement queries are administrative, repetitive, and rarely need the person who is trained to take them.
After-hours has no cover
Evening and weekend callers get an answering machine, and Monday starts with a backlog of messages to return.
Where the line sits
The design principle is simple: administrative work is automated, anything clinical stops immediately.
Verify the patient
Identity is confirmed before any account detail is discussed, using the verification method your practice already uses.
Handle the logistics
Booking, rescheduling, cancellations, directions, opening hours, prescription status and billing questions resolve end to end.
Stop at the clinical boundary
Symptoms, medication guidance, results interpretation and urgency assessment are blocked outright and transferred to staff.
Escalate urgency immediately
Emergency language triggers an instant transfer with your emergency script read first — no queue, no hold, no callback offer.
What practices actually automate
The administrative tier is large, repetitive and entirely non-clinical. That is where the hours are.
Scheduling and reminders
Live calendar availability, rescheduling, cancellations and outbound reminder calls that reduce empty clinical slots.
- Real-time slot availability
- Outbound reminder and confirmation calls
- Waitlist backfill on cancellation
Administrative patient queries
Opening hours, parking, referral requirements, forms, prescription status and what to bring to an appointment.
- Practice and location information
- Prescription and referral status
- Pre-appointment instructions
Billing and coverage
Statement explanations, payment plans and coverage questions handled without pulling a clinician or a scheduler off the desk.
- Statement and co-pay explanations
- Payment plan enrolment
- Insurance detail collection
Let reception focus on the people in the room
Start with after-hours booking and reminder calls, and review the clinical-boundary transcripts before extending the scope.
Healthcare questions
Still deciding? Talk to our team or browse the full FAQ.
Products behind this solution
AI Call Agent
A natural-sounding AI voice agent for inbound and outbound calls, with warm transfers, live transcription and automatic call summaries.
Helpdesk & Ticketing
Omnichannel ticketing with a shared inbox, SLA policies, automations, collision detection and an AI copilot for every agent.
AI Support Agent
An autonomous AI agent that answers across chat, email and messaging, takes real actions in your systems, and escalates with full context.