The AI Receptionist (AIR) can now identify returning patients who call from a phone number that is not associated with their patient record in your practice management system (PMS).
This includes patients calling from a work phone, a family member's phone, or a new mobile number.
The AI Receptionist uses existing patient information to locate the correct record and determine whether the caller's request requires additional verification.
Patients can book new appointments without additional verification. However, requests involving existing appointment information require a verification code before the AI Receptionist can proceed.
Note: These updates apply to AI Receptionist phone calls only. SMS and web chat conversations remain unchanged.
What's New?
Identifying Returning Patients from an Unrecognized Phone Number
Previously, the AI Receptionist primarily relied on the incoming phone number to identify an existing patient.
With this update, the AI Receptionist can identify returning patients even when they call from a different number.
When a caller indicates that they are an existing patient using another phone number, the AI Receptionist follows an additional identification process.
How It Works
The AI Receptionist checks whether the incoming phone number matches an existing patient record.
If the caller indicates that the identified patient is incorrect, the AI Receptionist asks whether they are a new patient or an existing patient calling from a different number.
The caller provides the phone number registered on their patient record.
The AI Receptionist asks for the patient's last name and date of birth.
Once all three details match the patient record, the AI Receptionist continues with the appropriate appointment request.
The caller's registered phone number, last name, and date of birth must match the information in the PMS.
The next steps depend on whether the patient is booking a new appointment or requesting information about an existing appointment.
Booking New Appointments Without Additional Verification
Returning patients calling from a different phone number can book new appointments without receiving a verification code.
Once the AI Receptionist identifies the correct patient record, it can continue the appointment booking process using the practice's existing scheduling settings.
How It Works
The patient calls from a phone number that is not associated with their patient record.
The AI Receptionist identifies the patient using their registered phone number, last name, and date of birth.
The patient provides their appointment preferences, such as visit type and preferred date.
The AI Receptionist checks availability and offers appointment options.
The patient selects an appointment, and the AI Receptionist completes the booking.
A verification code is not required because booking a new appointment does not involve disclosing existing appointment information.
Important: The phone number used for the call is saved as the contact number for that specific appointment only. The patient's registered phone number in the PMS remains unchanged.
Verification for Existing Appointment Requests
When a returning patient calls from a different phone number to view or manage an existing appointment, the AI Receptionist requires additional verification.
This applies to requests such as:
Viewing upcoming appointments
Confirming an existing appointment
Canceling an appointment
Rescheduling an appointment
The verification process helps protect patient information before the AI Receptionist shares or modifies appointment details.
How It Works
The AI Receptionist identifies the patient using their registered phone number, last name, and date of birth.
Before sharing existing appointment information, the AI Receptionist explains that verification is required.
The AI Receptionist asks whether the patient would like to receive a verification code.
The AI Receptionist sends a four-digit verification code by text message to the phone number registered in the patient's PMS record.
The patient provides the code during the call.
Once the code is verified, the AI Receptionist continues with the appointment request.
The AI Receptionist identifies the destination phone number by reading aloud only its last three digits.
The verification code is always sent to the registered phone number on the patient's record, not the number they are currently calling from.
Verification Requirements by Appointment Request
The verification requirements depend on the action the patient wants to complete.
Patient Request | Verification Code Required? |
Book a new appointment | No |
View upcoming appointments | Yes |
Confirm an existing appointment | Yes |
Cancel an existing appointment | Yes |
Reschedule an existing appointment | Yes |
These requirements apply when a returning patient calls from a phone number not associated with their patient record.
Verification Applies to the Entire Call
Once a patient successfully completes verification, they can continue managing their existing appointments without entering another code during the same call.
For example, after verifying their identity, a patient can review an upcoming appointment, confirm it, or request a reschedule without repeating the verification process.
However, verification does not carry over to future calls.
If the patient calls again from the same unrecognized number, the AI Receptionist will require a new verification code before sharing or changing existing appointment information.
The AI Receptionist does not automatically add the alternate phone number to the patient's PMS record.
When Verification Cannot Be Completed
If a patient cannot receive the verification code, enters an incorrect code, or chooses not to complete verification, the AI Receptionist will not share existing appointment details.
Instead, it can offer to:
Transfer the caller to the practice
Take a voicemail for staff follow-up
For example, if a patient no longer has access to the phone number registered in the PMS, they can still book a new appointment. However, if they can't complete verification, they'll need the practice's help to view or manage existing appointments.
Practice staff can verify the patient's identity through their existing procedures and update the phone number in the PMS when appropriate.
What Stays the Same?
These updates expand how the AI Receptionist identifies returning patients without changing existing appointment settings or verification safeguards.
Calls from registered numbers: Patients calling from their registered phone number do not have an additional verification step introduced by this update.
Verification requirements: Existing verification code delivery, expiration, and retry limits remain unchanged.
Appointment booking: Visit type matching, eligibility checks, and scheduling configurations continue to work as before.
Patient records: The AI Receptionist does not automatically update the registered phone number in the PMS.
Other communication channels: These changes apply only to AI Receptionist voice calls. SMS and web chat are not affected.
Frequently Asked Questions
Can the AI Receptionist identify an existing patient calling from a different phone number?
Yes. The AI Receptionist can locate an existing patient record using the patient's registered phone number, last name, and date of birth.
Can a returning patient book a new appointment from an unrecognized number?
Yes. Once the patient record is identified, the AI Receptionist can proceed with booking a new appointment without requiring a verification code.
Why is verification required to confirm, cancel, or reschedule an appointment?
These actions involve accessing or changing existing appointment information. Verification helps ensure the caller is authorized to access those details.
Where is the verification code sent?
The verification code is sent to the phone number registered on the patient's PMS record. It is not sent to the alternate number used to place the call.
Does the patient need to verify their identity multiple times during the same call?
No. Once verification is completed successfully, the patient can continue viewing or managing existing appointments during that call without entering another code.
What happens if the patient calls again from the same alternate number?
A new verification code will be required for requests involving existing appointment information. Verification does not carry over between calls.
What if the patient no longer has access to their registered phone number?
The patient can still book a new appointment without verification. For requests involving existing appointments, the AI Receptionist can offer to transfer the call to the practice or take a voicemail so staff can assist.
Will the AI Receptionist update the patient's phone number in the PMS?
No. The alternate number may be saved as the contact number for a newly booked appointment, but the registered phone number in the patient record remains unchanged.
If the patient wants to update their phone number, practice staff must update it in the PMS.
Do I need to enable this feature or update my AIR settings?
No additional configuration is required. The updated identification process works with your existing patient records and appointment booking settings.
Does this change how SMS or web chat requests are handled?
No. These updates apply only to AI Receptionist phone calls.