Automate Patient Callbacks with a Custom Voice AI
The top voice AI solution is a custom-built system using a high-quality speech model like ElevenLabs. It connects directly to your EMR for real-time patient data.
Scope depends on the EMR system, the number of callback types, and specific HIPAA compliance requirements. A practice needing simple appointment reminders from a modern, cloud-based EMR is a straightforward build. A clinic needing dynamic post-procedure follow-ups that query a legacy on-premise database requires more complex integration.
We built a system for a 7-provider cardiology practice that was manually calling 80 patients per day for appointment confirmations. The system went live in 4 weeks, reduced no-shows by 18%, and freed up 15 hours of staff time per week.
What Problem Does This Solve?
Many practices first try off-the-shelf call center software like Aircall or Talkdesk. These platforms are built for human agents and their AI features are typically basic IVR trees, not conversational AI. They charge per-seat, forcing a 10-person clinic to pay for 10 licenses when the system is fully automated. They also lack deep EMR integration beyond pulling a name and phone number.
A more technical team might try a low-code platform like Twilio Studio. While powerful, it requires a developer to manage state and complex conversational logic. A dropped call can lose the entire conversation context, and its default logging can expose Protected Health Information (PHI) if not meticulously configured by an engineer who understands HIPAA's technical safeguards. This creates a significant compliance risk for a small practice without a dedicated security team.
Imagine a multi-location dental practice using a generic SaaS calling tool. It reads appointment times from a synced calendar but cannot access the patient's chart to mention pre-appointment fasting instructions. The calls are too generic and get ignored. Staff still have to manually call back 40% of patients to handle specific cases, defeating the entire purpose while paying a $70/user/month bill.
How Does It Work?
We start by mapping your exact callback workflows and establishing a secure connection to your EMR. This is typically done via a HIPAA-compliant API aggregator like Redox or a direct, secure connection to your on-premise server running Practice Fusion. We define the specific data fields needed for each script, ensuring we pull only the minimum necessary PHI for the call.
The core of the system is a Python application built with FastAPI and deployed on AWS Lambda for event-driven execution. When an EMR event triggers a callback, the Lambda function securely fetches patient data. We use the ElevenLabs API for its natural, low-latency voice generation, typically returning audio in under 300ms. The conversational flow is managed in Python, allowing for complex logic based on patient responses captured by Twilio's speech-to-text engine.
The system writes call outcomes directly back into your EMR. A successful appointment confirmation or a patient's request for a human follow-up is logged as a note in their chart automatically. The entire transaction, from EMR trigger to the final write-back, completes in under 5 seconds. This closed-loop process ensures your patient records are always up-to-date without any manual data entry from your staff.
For compliance, all application logs are structured using `structlog` and sent to a dedicated AWS CloudWatch log group with a 7-year retention policy. We configure alerts to trigger if the API error rate exceeds 1% or if latency spikes. All data is encrypted in transit and at rest using AWS KMS. The monthly AWS hosting cost for processing up to 5,000 patient calls is typically under $50.
What Are the Key Benefits?
Live in 4 Weeks, Not 6 Months
From EMR integration to the first automated patient call in under 20 business days. Your staff gets immediate relief from repetitive manual dialing tasks.
Pay for Usage, Not Staff Seats
A one-time build fee and a flat monthly maintenance option. Your cost is based on call volume, not the number of people on your front-desk team.
You Own the System and the Code
We deliver the complete Python source code to your private GitHub repository at the end of the engagement. You are never locked into our service.
HIPAA-Compliant by Design
Built with secure logging via AWS CloudWatch and data encryption using KMS. We sign a Business Associate Agreement (BAA) for every healthcare project.
Writes Call Notes Back to Your EMR
Connects directly to Practice Fusion, Athenahealth, or other EMRs. Call outcomes are automatically logged in the patient chart, eliminating manual work.
What Does the Process Look Like?
Workflow & EMR Audit (Week 1)
You provide your callback scripts and read-only access to a sandbox EMR. We deliver a technical specification and a signed Business Associate Agreement.
Core AI and Voice Build (Week 2)
We build the FastAPI service and integrate the ElevenLabs voice generation. You receive audio samples of the AI handling your top 3 call scripts for approval.
EMR Integration & Deployment (Week 3)
We connect the service to your live EMR and deploy it on AWS Lambda. You receive a secure dashboard to monitor call logs and trigger test calls.
Live Testing & Handoff (Week 4)
We run the system on a small batch of live patients. After a 2-week monitoring period, you receive the full source code and a system runbook.
Frequently Asked Questions
- How much does a custom voice AI system cost?
- Pricing is based on the number of unique call scripts and the complexity of your EMR integration. A system for simple appointment reminders with a modern, API-first EMR is a 3-week build. A system for post-procedure follow-ups with a legacy EMR requires more discovery. Book a discovery call at cal.com/syntora/discover for a fixed-price quote.
- What happens if a patient says something the AI doesn't understand?
- If the AI fails to understand a response after two attempts, the call ends gracefully. The system immediately flags the patient in the EMR for a manual callback and sends a Slack notification to your front desk staff with a link to the call transcript. This ensures no patient request is ever missed.
- How is this different from using a service like CallRail?
- CallRail is a call tracking and analytics platform for marketing. It analyzes calls made by humans. Syntora builds an autonomous system that initiates operational calls, interacts with patients based on their medical data, and writes outcomes back to your EMR. It is a clinical operations tool, not a marketing analytics platform.
- How do you ensure patient data is secure and HIPAA compliant?
- We sign a Business Associate Agreement (BAA) before any work begins. All PHI is encrypted in transit and at rest using AWS Key Management Service (KMS). We use segregated, access-controlled AWS accounts. Application logs are configured to exclude PHI, and access to production systems is strictly limited.
- Will the voice sound robotic and deter patients?
- No. We use state-of-the-art voice generation APIs from providers like ElevenLabs, which produce human-like speech with natural intonation. We can select from a library of professional voices to match your practice's tone or, with proper consent and licensing, create a voice clone of a trusted staff member.
- What if we use a legacy EMR with no API?
- If a direct API is unavailable, we can often establish a secure, read-only connection to the underlying database on your on-premise server. For completely locked-down systems, we can build a process that works from secure, automated CSV exports dropped into an SFTP server. We determine the best integration path during the initial audit.
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