Email triage for clinics and medical practices
A medical front-desk inbox mixes appointment requests, patient questions, reports, insurers and suppliers — with, drowned among them, requests that touch on care. The agent sorts the flow with one absolute rule: admin is handled, medical is passed on, never interpreted.
In your day-to-day
- 01
Routing of appointment and reschedule requests into the diary circuit, with a confirmation reply.
- 02
Care-related requests — renewals, results, clinical questions — passed to the care team, with no automatic reply on substance.
- 03
Sorting of the administrative flow: insurers, suppliers, job applications, each to the right person.
A typical scenario
The secretariat of a surgical clinic runs two mailboxes — contact and admissions — 150 messages a day where admission files sit next to supplier advertising.
- 01
An incomplete admission form is detected on arrival: the patient receives the exact list of missing documents, not the evening before surgery.
- 02
A request for a stay estimate reaches the admissions office with the administrative file pre-filled.
- 03
An email mentioning post-operative bleeding is passed to the care team as a priority — routed, never interpreted, never answered on substance.
What changes
Admissions get prepared upstream instead of being fixed in the lobby on the day, and nothing touching on care lingers in a generic inbox.
Order of magnitude
Working assumptions
- →150 messages a day spread across 3 secretaries
- →about 1.5 hours of sorting each, daily
Over 20 hours of filing a week handed back to reception and patient files — while the sorting itself runs continuously, weekends included.
Indicative estimate built on average sector assumptions — it gets recalibrated on your actual volumes during scoping.
What eats your days
- →
The switchboard saturates with practical questions — opening hours, documents, preparation — while patients hang up without an appointment.
- →
No-shows leave empty slots the waiting list would have filled, and nobody has time to call back.
- →
Rejected claims and unpaid balances pile up because the front desk is already doing two days’ work in one.
How it works
- 1
Measure before sorting
We start by measuring the real flow: who writes, about what, what actually needs action. Sorting rules are built on that data — not on impressions.
- 2
Sort, extract, route
The agent classifies each message, extracts the useful data (references, amounts, deadlines) into your tools, and routes to the right person. Urgent items are flagged within minutes.
- 3
Answer the recurring
Acknowledgements, document requests, standard questions: the agent replies on its own within the approved fence. The rest lands pre-qualified in your team’s queue.
Typical results
95%
of messages classified and routed with no human involved
4 min
between an urgent message arriving and being flagged
0
client requests lost in the pile
Orders of magnitude observed in production; your diagnostic sets your own baseline and targets.
Frequently asked questions
What does the agent do with an email containing medical content?+
It routes it to the care team without replying on substance and without extracting the clinical content into other tools. Access is minimal and logged, and the circuit is documented for your GDPR compliance.
Can it answer requests for administrative documents?+
Yes, within the approved fence: invoices, attendance certificates, admission forms. Any document touching the medical record stays in the circuit your practitioners control.
Is this the problem eating your team’s time?
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