Lara, the AI voice receptionist, answers your clinic's calls and takes your patients' appointment requests. Your team receives each request in BrainHi and the patient receives a link to review it and complete their registration. This article explains what Lara does during the call, what your team sees and what you can configure.

What it is for

  • Handling appointment calls without your team having to answer each one.
  • Receiving requests already organized, with the patient created or found and the visit reason filled in.
  • Letting the patient review their information and complete their registration before the visit.

How it is activated

BrainHi configures Lara for you: which questions she asks, which types of requests she handles and how she connects to your clinic. If you want to activate her or change what she asks or handles, contact BrainHi.

Step 1: Lara answers the call

At the start of the call, Lara tells the patient that she is an artificial intelligence and asks an open question so they can say what they need in their own words.

  • Several appointments in one call. Lara can take more than one request in the same call, for example one for the patient and another for a family member.
  • Changes of topic. If the patient changes the subject in the middle of a request, Lara saves what they already said and does not ask again when they return to it.
  • Visit reason. Lara uses your clinic's visit reasons. If your clinic has no visit reasons, Lara writes down the service in the patient's own words.

Step 2: Your team receives the request

The request arrives in the Coordinación de Citas tab, with the patient already created or found and the visit reason filled in. Your team assigns the appointment time. To learn how to handle requests, see BrainHi Appointment Requests.

Step 3: The patient receives a link to complete their registration

After the call, the patient receives a link to review and correct their request.

  • The link expires after 72 hours.
  • In the link the patient does not choose a date or time. Your team assigns the time.
  • A new patient also completes their address, email and contract number. If they use a medical plan, they also upload their documents.

Step 4: Follow the registration status

Each request shows a Registro: indicator with one of these statuses: Pendiente, En progreso, Completado or Vencido. You will see it on the request, on the inbox card and in the panel. The status updates live as the patient progresses through their registration, with no need to reload the screen.

What you can configure

Address field. In your portal's request settings you can turn on the address field. It is off by default. When you turn it on, it also appears in the modal your team uses to create an appointment.

Everything else, such as the questions Lara asks and the types of requests she handles, is configured by BrainHi. If you need a change, contact BrainHi.