A cancellation is only a loss if the slot stays empty.
Where it breaks down:
Cancellations often arrive with little notice.
There's no time to work a list by hand.
Calling the list is the first task dropped when the desk is busy.
The chair sits empty while patients who wanted an earlier visit wait.
Nobody keeps a record of who was offered what.
Patients get called twice, or not at all.
We built it around one question: who should be offered this slot, and how soon?
- A freed slot has a short shelf life.
- The patients who want an earlier visit are already known: they're on your list.
- Offering a slot is a short call with one yes-or-no question.
The agent had to:
- Work the list in the order you set.
- Book the slot on the call, and move on if the answer is no.
- Record who was offered what.
A RevAIvo Voice outbound agent that works your cancellation list for an open slot.
Your list, your order
Works through the patients on your cancellation list in the order you set.
Books on the call
A yes books the slot against your calendar (Google Calendar or TidyCal) before the call ends.
Moves on
A no, or no answer, and the agent goes to the next patient. Anyone who asks to stop is recorded for your team.
Every offer on record
Pulse shows who was reached, who said yes, and how each call ended.
It brings in your team when…
Scoped narrow on purpose. Where you've set a number it can connect the caller; otherwise it logs a callback request for your team.
- The patient asks a clinical question or mentions pain.
- The patient asks to speak to a person.
- The patient asks to stop receiving calls. The request is recorded for your team.
- Someone other than the patient answers and your rules don't cover it.
What the call sounds like
Hi, is this Taylor? This is a call from the dental office.
Yes, this is Taylor.
Thanks. A Wednesday 3:00 appointment just opened up, and you're on our list for an earlier visit. Would you like it?
Yes, please.
It's yours: Wednesday at 3:00. I've released your later appointment, so that slot is free for someone else.
Thank you!
You're welcome. I'll text you a confirmation when we hang up.
Sent after the call
Your appointment is confirmed for Wednesday at 3:00. If you can no longer make it, please call (555) 010-0210 so we can offer the slot to someone else.
Your appointment is confirmed for Wednesday at 3:00. Add it to your calendar: maplestreetdental.example.org/calendar. If you can no longer make it, please call (555) 010-0210.
Message wording is illustrative and deliberately minimal: no health details. It goes out when the call ends, based on how the call went.
What changes for your team
An illustrative scenario:
Say your team handles 200 cancellation-list calls a month, and the agent takes 40% of them end to end, at an assumed 5 minutes a call. These figures are assumptions for illustration, not customer results.
In a pilot we measure this with you, on your own calls in RevAIvo Pulse: calls connected, when patients pick up, and outcomes by disposition.
An open slot offered to the right patients quickly, and a record of every offer.
Cancellations worked automatically, without anyone on the phones.