AI Phone Assistant for Healthcare Appointment Management

Hemomadrid needed more than a basic virtual receptionist. The team wanted an assistant capable of answering patient questions, supporting appointment operations, and reducing repetitive administrative work around calls, policies, reminders, and follow-up.

We implemented Marta as a healthcare-oriented AI phone assistant. The assistant was designed to answer common questions through a knowledge base, identify available appointment slots, support scheduling and changes, validate or request insurance policy information, send reminders, and guide patients with relevant information such as clinic location or required authorizations.

The project also included a back-office dashboard concept so the team could understand what Marta was doing: calls handled, appointment activity, common questions, sentiment, policy mismatch reasons, and other operational KPIs.

Key outcomes:

AI phone assistant adapted to healthcare appointment operations

Automated support for appointment booking, changes, cancellations, and reminders

Insurance policy and authorization-related workflow support

Knowledge base for conversational patient questions

Dashboard visibility into calls, activity, and operational KPIs