Medical answering service
Medical answering service: visits booked, refill requests taken and after-hours calls routed by your rules, in English or Spanish, by Victoria, our AI receptionist.
Talk or type with Victoria. Your price in about 2 minutes.
Businesses we've built for
Yupaa Analytics
Majesty Auto Sales
Calls Victoria answers for you
- “Can you see my daughter today? She's had a fever since last night.”
- “I need to move my physical on Thursday.”
- “I'm almost out of my blood pressure medicine. Can the doctor send a refill?”
- “I had blood work on Monday. Are my results back?”
More calls (4)Fewer calls
- “It's after hours and I need to talk to the doctor on call.”
- “I got a bill I don't understand. Who can explain the charge?”
- “I'm a new patient. Do you take Blue Shield? What about Medi-Cal?”
- “¿Me pueden atender en español? Necesito una cita para mi mamá.”
Here's how a call goes
A typical call, then the summary you get when it ends.
What you get
- Patient
- Mateo Ramírez, called by his mother
- Visit
- Sick visit
- Booked
- Wednesday, 8:20
- On-call
- She declined the on-call doctor
- Language
- Spanish
- Callback
- (805) 555-0142
- Your 911 wording read to her
- Confirmation sent to the mother's phone
The symptom she mentioned stays out of the summary.
- Visits booked and moved while the desk is busy
- After-hours calls handled by your rules
- Refill and results requests taken, never answered
- Victoria:
Thanks for calling your practice, this is Victoria. How can I help? También hablo español.
- Caller:
Sí, en español, por favor. Mi hijo tiene fiebre desde la tarde y quiero una cita para que lo vean.
Yes, in Spanish, please. My son has had a fever since this afternoon and I want an appointment so he can be seen.
- Victoria:
Claro. Primero le leo lo que el consultorio me pide decir: si cree que es una emergencia, cuelgue y llame al 911. Si necesita hablar esta noche con el médico de guardia, dígamelo y lo comunico.
Of course. First I'll read you what the practice asks me to say: if you think this is an emergency, hang up and call 911. If you need to speak with the on-call doctor tonight, tell me and I'll connect you.
- Caller:
No, está bien. Solo necesito la cita.
No, that's fine. I just need the appointment.
- Victoria:
La primera cita disponible para consulta por enfermedad es mañana miércoles a las 8:20. ¿Se la aparto?
The first open sick visit is tomorrow, Wednesday, at 8:20. Shall I book it?
- Caller:
Sí, por favor. Se llama Mateo Ramírez, y mi número es el 805-555-0142.
Yes, please. His name is Mateo Ramírez, and my number is 805-555-0142.
- Victoria:
Listo: Mateo Ramírez, mañana miércoles a las 8:20, consulta por enfermedad. Traiga su tarjeta del seguro. Ahorita le mando la confirmación por mensaje.
All set: Mateo Ramírez, tomorrow, Wednesday, at 8:20, sick visit. Bring his insurance card. I'm texting you the confirmation now.
An illustration of a typical call, not a real customer.
How it works
- 1
Take the free assessment
A few questions about how your business runs today.
- 2
Get your price
See it on screen before you commit to anything, and email it to yourself.
- 3
We set it up
One setup call with Nathaniel, in person in the Santa Barbara area or by phone or video.
Questions people ask
Don't see yours? Ask Victoria during the assessment, or call (805) 970-2936.
Do you sign a BAA?
Yes. We sign a business associate agreement (BAA) with your practice before Victoria answers a patient call. Under HIPAA, a covered entity needs one with any vendor that handles protected health information for it (HHS, "Business Associates" guidance; 45 CFR 164.502(e) and 164.504(e)). Before your first patient call, each vendor that handles your calls for us is covered by a BAA too: the phone carrier, the speech-to-text, the AI model, the voice, the servers Victoria runs on, and where summaries and bookings are stored. You choose at setup how much detail the summary carries, down to the patient's name, callback number and a general reason such as "refill request". Your own counsel or compliance advisor decides what else your practice needs.
Will she give medical advice?
Never. Victoria doesn't give medical advice, doesn't triage symptoms on her own and never decides by her own judgment whether something is an emergency. Your practice writes the wording she reads. For anything that sounds like an emergency, your script tells the caller to hang up and call 911, and she reads it as written, without adding to it. A caller with a medical question gets the first open visit or, after hours, your rules for reaching the on-call provider.
What does she do with test results and refill requests?
She takes them as messages for your clinical team. She can't give test results, so a patient asking about results gets a callback request with their name, date of birth and number. For refills, she takes the medication and pharmacy as the patient says them and passes the request on; she never approves a refill. Both times she tells the caller what your practice says to expect, in your words.
How do after-hours calls reach our on-call provider?
By your rules. On the setup call you tell us which calls go to the on-call provider, whether she puts them through to a number or sends a callback request, and which calls wait for the morning. Your emergency wording comes first on every call that needs it. Calls to move appointments or ask about a bill go on the morning list for the front desk.
More questions (4)Fewer questions
Does she really speak Spanish?
Yes. You choose how she opens: in English, in Spanish, or both in one line. After that she follows each caller and switches mid-call, so a patient can book a visit, ask whether you take Medi-Cal or leave a refill request entirely in Spanish. Your emergency wording is read in the caller's language, and the summary reaches your team in English.
Will patients know they're talking to an AI?
Yes, whenever they ask. If a patient asks whether they're talking to a person, Victoria tells them she's an AI receptionist for the practice; she never claims otherwise. A patient who wants a person can ask for a callback, and the request is in the summary.
Does she work with our EHR or scheduling system?
Let us know which one you use in the free 2-minute assessment; whether it connects gets tested during setup. Until it does, she books into a calendar that holds the openings you set, and every booking reaches the front desk by text so it can go into your schedule. The assessment also works out your price.
Who sets this up?
Nathaniel Ross, our founder, sets it up himself in one call: in person in the Santa Barbara area, by phone elsewhere in the U.S. Bring your providers' schedules, visit types and lengths, the openings patients can book, the plans you accept, your on-call rules and the wording you want read for emergencies. The BAA is signed before Victoria answers a patient call, and you can call in and hear her first.
The details
In short
At 8 on a Monday, the phones light up: parents who need a sick visit today, patients moving a physical, someone asking about a refill, while the front desk checks in the first patients.
After 5, the same calls go to voicemail.
Victoria answers in English or Spanish, books visits into the openings you set, takes refill and results messages for your clinical team, and sends urgent after-hours calls to your on-call provider by your rules.
She never gives medical advice: your practice writes every word she says about symptoms and emergencies.
What gets in the way
The 8 am rush puts patients on hold.After-hours calls all sound the same on voicemail.Refill and results calls tie up the front desk.Spanish-speaking patients wait for one person.
The 8 am rush puts patients on hold
Sick patients call the moment you open, hoping for a same-day visit.
While the desk checks in the first appointments, the other lines ring, and a parent who waits on hold too long calls the urgent care down the street instead.
After-hours calls all sound the same on voicemail
A message about moving a physical and a message for the on-call provider land in the same voicemail box.
Someone has to listen to every one to find the call that couldn't wait for the morning.
Refill and results calls tie up the front desk
Each refill request or "are my results back?" call needs the patient's name, date of birth and callback number written down and passed to the clinical team.
Those calls fill the same lines new patients are trying to reach.
Spanish-speaking patients wait for one person
Roughly a third of residents in Santa Barbara and Ventura counties speak Spanish at home (33.9% and 30.1%, U.S. Census Bureau, American Community Survey 2024).
When the only bilingual person on your team is with a patient, Spanish-speaking callers wait on hold or hang up.
What we do about it
Visits booked and moved while the desk is busy.After-hours calls handled by your rules.Refill and results requests taken, never answered.No medical advice, ever.
Visits booked and moved while the desk is busy
Victoria books sick visits, physicals and follow-ups into the openings you set, moves appointments, and tells new patients which plans you accept from the list you give her, in English or Spanish.
The summary reaches the desk as soon as the call ends.
After-hours calls handled by your rules
You decide which after-hours calls go to the on-call provider, how they reach them, and which wait for the morning list.
For anything your practice treats as a possible emergency, she reads your own wording, which tells the caller to hang up and call 911.
Refill and results requests taken, never answered
Victoria takes refill requests and questions about test results as messages for your clinical team.
She never approves a refill and never gives a result; she tells the caller what your practice says to expect next.
No medical advice, ever
She doesn't give medical advice, doesn't triage symptoms and doesn't decide whether something is an emergency.
Your practice writes and approves what she says about symptoms, and she reads it as written. We sign a BAA with your practice before she answers a patient call.
By Nathaniel Ross, founder · Updated
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