Overdue patients rarely come back on their own.
Where it breaks down:
The recall list exists, but calling it is the first task dropped on a busy day.
The list gets older, and patients drift further away.
Staff time goes to the patients who are easiest to reach.
The ones who need a nudge are never called.
Calls aren't tracked consistently.
Nobody knows who to try again.
We designed it around the goal of a recall call: a booked visit, not a long conversation.
- Recall is repetitive and patient work, and often takes more than one attempt.
- A recall call should be short, warm, and easy to say no to.
- The goal is a booked visit.
The agent had to:
- Work the whole list, within your calling rules.
- Book the visit during the call.
- Stop when a patient says no, and record it.
A RevAIvo Voice outbound agent that works your recall list from start to finish.
Works the whole list
Runs through your contact list so no patient is skipped because the day got busy.
Books on the call
Offers open times from your calendar (Google Calendar or TidyCal) and books the visit before the call ends.
Respects a no
Patients who decline, or ask to stop receiving calls, are recorded in the call record so your team can update the list.
Flags who needs a call
Patients with questions, concerns, or complicated histories are flagged for your team with the context captured.
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 mentions symptoms or a health concern.
- The patient asks questions about their care or history.
- The patient seems distressed or confused.
- The patient asks for a person.
What the call sounds like
Hi, is this Jordan? This is a call from the clinic. We noticed it's been a while since your last visit and wanted to help you book a check-up.
Oh, I've been meaning to. Do you have anything on Saturday?
I can offer Saturday at 9:00 or 10:30.
9:00 is good.
You're booked for Saturday at 9:00. Is there anything else I can help with?
Actually, I've been having some pain I wanted to ask about.
Thanks for telling me. I can't advise on that, but I'll log it for a member of our team to call you.
Okay, thank you.
You're welcome. I'll text you a confirmation of your Saturday visit when we hang up.
Sent after the call
Your visit is booked for Saturday at 9:00. If you need to change it, call (555) 010-0140.
Your visit is booked for Saturday at 9:00. Add it to your calendar: northvale.example.org/calendar. If you need to change it, call (555) 010-0140.
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 600 recall 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.
Overdue patients invited back and booked on the call, with a clear record of everyone else.
Recall that actually gets worked, with your team for anything beyond scheduling.