Call flow

AI first. Human on request. Self-serve when it makes sense.

Every incoming call routes through the AI receptionist first. Callers get fast answers for the simple stuff and a clean handoff for everything else — billing payments, clinical questions, and "let me talk to a person."

Incoming call

📞 (419) 272-6278

Caller dials the clinic number

AI Receptionist · 1st ring

"Hi, thanks for calling PT Link Findlay. Are you a new patient, an existing patient, or calling about a bill?"

If the caller says "talk to a person" at any point, we route to the human queue immediately.

Branch 1

New patient

"What's the best number to reach you back at?"

"What brings you in — back, knee, post-surgery, balance?"

AI books the slot

"I have tomorrow at 10am, Thursday at 2pm, or Friday at 9am with Terry. Any of those work?"

Books in real time. Sends a confirmation text. Therapist sees the booking in the morning.

Branch 2

Existing patient

"What can I do for you tonight — reschedule, leave a message for your PT, or something else?"

Reschedule

AI offers 2–3 alternative slots that match the patient's assigned PT's schedule.

Message PT

AI takes the message verbatim, repeats it back, drops it in the PT's morning email.

Clinical question

"I can't answer medical questions, but your PT will call you back. If this is an emergency, hang up and call 911."

Branch 3

Bill / payment

"Sure — let me pull that up. Can I get your name?"

Read the balance

AI looks up the account and reads the balance + last payment date. No payment is taken on the call.

Text the pay link

"I'll text you a secure link to pay right now. Sound good?"

Or human callback

"If you'd rather, our billing team can call you back tomorrow morning. What's the best number?"

At any moment

"I want to talk to a person"

AI immediately stops, takes the caller's name + number + brief reason, and queues them for a callback from the front desk during business hours. Caller can also leave a voicemail that hits the team email.

No frustrating phone tree. The caller is always one sentence away from a human.

The rules the AI follows, every single call

The receptionist is a routing layer, not a clinician. The lines below are non-negotiable. The AI never crosses them.

✓ DOES

· Books new-patient appointments from open slots
· Reschedules existing appointments
· Takes messages for specific PTs
· Looks up account balances and reads them
· Texts a payment link on request
· Answers FAQs (hours, address, insurance list, what to wear, first visit length, no-referral-needed)
· Confirms appointment times
· Transfers to a human voicemail or callback queue anytime

✗ NEVER DOES

· Answer a clinical question (pain, symptoms, diagnosis)
· Process a credit card or take payment on the call
· Interpret an insurance benefit or quote a copay number
· Promise a clinical outcome ("you'll be better in 6 weeks")
· Discuss another patient's information
· Make a medical recommendation
· Block a caller who asks for a human

Per-therapist scheduling

Each PT has their own schedule. The AI knows whose patient you are.

Every patient is tied to a specific PT — Terry, Mike Hofener, or Eric Snyder at Findlay. When an existing patient reschedules, the AI looks up their PT's calendar and offers their open slots. Terry runs other offices and isn't always at Findlay, so the AI never pretends he is. New patients can ask for "the soonest available" (any PT) or request a specific one.

Terry Jolliff, DPT

Lead PT · Findlay (and other locations)

Mike Hofener, DPT

PT · Findlay

Eric Snyder, DPT

PT · Findlay

Hear it live

Pick up your phone and dial the number. The AI receptionist will walk you through the flow.

📞 (419) 272-6278