AI Assistant: Patient Workflows

AI-powered Web Chat gives patients instant access to your practice right from your website. It helps manage appointment requests, confirmations, and common questions without tying up your team’s time. By streamlining routine interactions, Web Chat AI:

• Improves patient convenience with real-time responses
• Reduces staff workload by automating repetitive tasks
• Captures opportunities outside of business hours

With Web Chat AI, patients enjoy faster service, while your practice benefits from greater efficiency and smoother operations. Learn how patients can interact with the Web Chat agent below!

• To begin scheduling via Web Chat as a new patient, the patient will:
  1. Start the Chat -
     • Go to the practice’s website and open the chat window.
     • AI agent greets the patient and asks how they can help.
     • Patient clicks "Start Chat" and messages to indicate they would like to schedule an appointment.
     • A new case is opened with the AI Assistant.
  2. Patient Type Identification -
     • The AI agent confirms you're a new patient and begins the appropriate workflow.
       
  3. Provide Appointment Details -
     • The AI agent will ask you to provide:
       • Appointment type (i.e. cleaning, filling, etc.)
       • Preferred date and time (or type “next available”)
       • Preferred provider (if applicable)
         
  4. The AI agent will then suggest available time slots based on the patient's selections.
  5. Confirm one of the offered appointment slots
     • If none of the proposed times work, the patient can ask for a different time, and the agent will propose new options.
  6. Provide Demographic Information -
     • The AI agent will prompt you to enter the following:
       • First and Last Name
       • Date of Birth
       • Phone Number
       • Email
       • Address (Line 1 & 2, City, State, ZIP)
  7. Confirmation -
     • If Direct Scheduling is enabled, the agent will give immediate confirmation.
     • If Direct Scheduling is not enabled, the agent will suggest that the appointment request has been submitted for staff review.
  8. The AI agent asks if there is anything else it can help with and ends the conversation.
• To begin scheduling via Web Chat as an existing patient, the patient will:
  Returning Patient
  1. Start the Chat -
     • Visit the practice’s website and open the chat window.
     • AI agent greets the patient and asks how they can help.
     • Patient types a message like: “I want to schedule an appointment,” letting us know of their intent to schedule.
     • A new case is opened with the AI Assistant.
  2. Identity Verification - To begin identifying the patient, AI agent will ask for the following:
     • If you are a new or returning patient
     • Your phone number
     • Date of Birth
     • ZIP code
       
       
  3. Provide Appointment Details - The AI agent will then ask you to confirm your:
     • Appointment type (ie. cleaning, filling, etc.)
     • Preferred date and time (or type “next available”)
     • Preferred provider (if applicable)
  4. The AI agent will then suggest available time slots based on the patient's selections.
  5. Confirm one of the offered appointment slots
     • If none of the proposed times work, the patient can ask for a different time, and the agent will propose new options.
  6. Confirmation depending on practice settings:
     • Your appointment will either be booked immediately or submitted as a request for staff approval.
     • You’ll receive a confirmation message in the chat of how it was processed.
  7. The AI agent asks if there is anything else it can help with and ends the conversation.
• To begin an appointment cancellation via Web Chat, the patient will:
  • Start the Chat -
    • Open the chat widget on the practice’s website.
    • AI agent greets the patient and asks how they can help.
    • Patient responds with intent to cancel an appointment.
    • A new case is opened with the AI Assistant.
  • Verify Identity -
    • The AI agent will request the following information:
      • Phone Number
      • Date of Birth
      • ZIP Code
  • Provide Appointment Details -
    • The AI agent will ask which appointment you’d like to cancel.
    • Provide the appointment’s date and time.
  • Confirm Cancellation Request -
    • Confirm that you want to cancel.
    • The AI agent will confirm that your request has been received and will be reviewed.
  • The AI agent asks if there is anything else it can help with and ends the conversation.
• To begin rescheduling an appointment via Web Chat, the patient will:
  • Start the Chat -
    • Open the chat widget on the practice’s website.
    • Type a message like: “I need to reschedule my appointment.”
    • A new case is opened with the AI Assistant.
  • Verify Identity - The AI agent will ask for:
    • Phone Number
    • Date of Birth
    • ZIP Code
  • Once verified, you will proceed to the rescheduling flow.
  • Reschedule Your Appointment -
    • The AI agent will ask you to provide your current appointment details (date and time).
    • Next, you'll be prompted to share your preferred new date and time.
    • AI agent presents a list of available times that match your preferences.
    • Select a new appointment time.
  • Confirmation of Rescheduling Request -
    • AI agent confirms the rescheduling request has been submitted.
  • The AI agent asks if there is anything else it can help with and ends the conversation.

AI-powered Voice Calls allow your practice to deliver 24/7 phone support without additional staffing. When patients call in, the AI can guide them through requests such as scheduling, confirmations, or general inquiries, while escalating to your team only when needed. This workflow:

• Enhances patient experience with consistent, immediate responses
• Ensures no call goes unanswered—even after hours
• Gives staff more time to focus on complex patient needs

Voice Call AI works like an always-available virtual assistant, helping your practice stay connected and responsive around the clock. Learn about the ways patients can interact with AI via phone call below!

• To begin scheduling via an Inbound Voice phone call as a new patient, the patient will:
  1. Start the Call -
     • Dial the practice’s main phone number.
     • You’ll hear an automated IVR menu.
     • Select the option for “Schedule an Appointment.”
     • The call is routed to the AI Assistant.
  2. Patient Type Identification -
     • The AI agent checks to see if the phone number matches an existing patient.
     • If no match is found, it proceeds with the new patient workflow.
  3. Provide Appointment Details -
     • The AI agent will guide you through scheduling:
       • Appointment type (e.g., cleaning, exam)
       • Preferred day/date and time (or say “next available”)
       • Preferred provider (or choose “any available”)
  4. The AI agent will return available appointment times based on your preferences and provider availability.
  5. Select a Time -
     • Choose from the list of available appointment slots provided by the AI agent.
  6. Provide Demographic Information -
     • First and Last Name
     • Date of Birth
     • Phone Number
     • Email
     • Address (Line 1 & 2, City, State, ZIP)
  7. Confirmation -
     • If Direct Booking is enabled, your appointment is booked immediately.
     • If Direct Booking is not enabled, your appointment request is submitted for staff approval.
  8. The AI agent ends the call and submits the appointment or request.
• To begin scheduling via an Inbound Voice phone call as an existing patient, the patient will:
  1. Start the Call -
     • Dial the practice's main number.
     • You’ll hear an automated IVR menu.
     • Select the option for “Schedule an Appointment.”
     • The call will be routed to the AI Assistant.
  2. Verify Identity -
     • The AI agent will try to recognize your phone number.
     • If recognized as a returning patient, the AI agent will ask you to verify your:
       • Phone number
       • Date of Birth
       • ZIP code
  3. Provide Appointment Details -
     • Appointment type (ie. cleaning, filling, etc.)
     • Preferred date and time (or type “next available”)
     • Preferred provider (if applicable)
  4. The AI agent will search for open slots around your preferences. If the selected provider doesn’t have availability, the AI agent will still offer other options.
  5. Select Appointment -
     • You’ll be offered a list of available times.
     • Select your preferred time slot.
  6. The AI agent will then:
     • Book your appointment immediately if the practice allows Direct Booking, or
     • Submit a request if the practice requires staff review.
  7. You’ll hear confirmation that your appointment or request has been successfully submitted.

• To begin a cancellation request via an Inbound Voice phone call, the patient will:

  1. Start the Call -
     • Call the practice’s main phone number.
     • Listen to the IVR menu.
     • Select the option: “Cancel Appointment.”
     • The call is routed to the AI Assistant.
  2. Verify Identity -
     • The AI agent will ask you to confirm your identity by providing:
       • Phone Number
       • Date of Birth
       • ZIP Code
  3. Provide Appointment Details -
     • The AI agent will ask which appointment you want to cancel.
     • Provide the date and time of your appointment.
     • Confirm that you would like to cancel that specific appointment.
  4. The AI agent will note the request and let you know that the practice will review it
  5. The AI agent asks if there is anything else it can help with and ends the conversation.

• To begin rescheduling via an Inbound Voice phone call, the patient will:

  1. Start the Call -
     • Call the practice’s main phone number.
     • Listen to the automated IVR menu.
     • Select the option: “Reschedule Appointment.”
     • The call is routed to the AI Assistant.
  2. Verify Identity -
     • The AI agent will ask for:
       • Phone Number
       • Date of Birth
       • ZIP Code
  3. After successful verification, the AI agent proceeds to the rescheduling process.
  4. Reschedule Your Appointment -
     • The AI agent asks which appointment you'd like to reschedule.
     • Provide the original appointment date and time.
     • The AI agent asks when you’d like to move the appointment to.
     • State your preferred day and time.
     • AI agent will search based on your existing appointment’s operatory, provider, and duration—not appointment type—so you don’t need to re-select these.
     • AI agent responds with a list of available time slots matching your preferences.
     • Select a new appointment time from the options provided.
     • Confirmation
  5. AI agent confirms that your request to cancel the original appointment and book a new one will be reviewed by the practice.
  6. The AI agent asks if there is anything else it can help with and ends the conversation.
   

The Missing Data Collection workflow enables the AI Assistant to proactively contact patients before their appointments to gather incomplete or missing information, such as contact details or insurance information. This process reduces last-minute delays and ensures the practice has everything needed prior to the visit.

RevenueWell runs the "Missing Information" job before an appointment, based on practice settings in AI Settings. Missing data may include:

• Email address
• Phone number
• Insurance details
• Other demographic or required information

1. If a patient says something like “Stop contacting me,” the AI Agent will cease outreach for that specific open case. This functions as a built-in opt-out behavior, and this interaction will display as an unsuccessful attempt in RevenueWell.

   When texting a patient, the workflow will be as follows:

   1. Initiation
      • RevenueWell runs the "Missing Information" job and Mila sends a text message to the patient with a link to the form.
        
         
   2. Form Access & Completion
      • Patient clicks the link and logs in.
        
         
      • The patent clicks "Start Form."
        
         
      • Patient opens the Missing Information Form, fills in missing fields, and submits.
   3. Follow-Up Attempts
      • If the form is not completed after the first text, the AI Assistant continues follow-up attempts for several days until completion or case expiration.
   4. Case Closure
      • Once the form is submitted, the missing data case is closed.
      • Practice receives form notification and Patient Inbox AI Card is created (same as Voice workflow).
2.  
   1. Initiation
      • AI Assistant calls the patient to inform them that the practice is missing required information before their appointment.
   2. No Response Handling
      • If the patient does not answer, engage, or complete the form, the AI Assistant will follow up for several days until:
        1. The form is completed, or
        2. The case expires (Case duration and attempt rules apply).
   3. Patient Engagement
      • If the patient answers:
        • The AI Assistant offers to send a text link to the Missing Information Form.
        • Patient confirms they want the link.
        • The AI Assistant sends SMS with the secure form link.
          
           
   4. Form Completion
      • Patient clicks the link, is taken to the Forms 2.0 verification screen, and logs in.
        
         
      • Click "Start Form."
        
         
      • The Missing Information Form displays:
        1. Pre-filled fields for data already on file.
        2. Empty fields for missing data.
        3. Patient fills in missing fields and submits the form.
   5. Case Closure
      • Once the form is submitted, the missing data case is closed.
      • Practice receives communications consistent with the current Forms 2.0 workflow:
        1. Blue notification dot on the Forms icon.
            
        2. Email notification can be sent if enabled in Settings (gear icon) > Notifications.
           
            
   6. Missing Information AI Card created in the Patient Inbox.
      • "Requires Attention" icon if the patient asked unrelated questions.
        
         
      • The office can click the card to view the conversation transcript.