Pediatrics
The refill line after bedtime
A parent calls Cedar Pediatrics at 9 p.m. for an inhaler. The agent confirms the child's name and date of birth, asks which provider, and files the refill without reading the chart aloud.
Phone Agents· Modules
Phone agents pick up your lines day and night. They confirm who's calling, find the chart, take care of the refill, the visit, or the balance, and leave your team a task for anything that needs a person.
Take a refill call at 9 p.m. and send it to the right provider?Ultradoc does that.
Waiting for the conversation to begin…
An administrator shapes each line in Settings, Orpheus helps with the wording, and test calls check it all before a single patient dials in.
In SettingsPhone SystemRefill line
Name the agent and switch on what it handles: refills, visits, billing, records. Routes say in plain words which callers go to which person.
Refill line
Goes by Max
Who it is
Name your staff see
Refill line
Name it gives callers
Max
Taking turns
Leaves a short beat
What it can do
When it can't help
Routes
Nurse line → Nurse team
When: which callers go this way, in plain words
Switch on what each agent handles. A capability is offered only while the module behind it is on, so an agent never promises what your practice can't do.
What it can do
Every agent can confirm who's calling, take a message, transfer along its routes, record that a caller asks not to be called, and end the call.
An agent matches the caller to a chart before it says a word from one. What it can share depends on who is on the line.
The agent asks what the call is about before it asks for anything personal, and asks for name and date of birth only when the next step needs the chart.
Name and date of birth come in one question. A last name that sounds unusual gets spelled out, so a mishearing never sends a request to the wrong chart.
A number on the chart can strengthen a match, but it never verifies anyone alone. Households share lines, and caller ID can be faked.
Routes send callers to a person, a ring group, or another agent, chosen in plain words. Whoever picks up can hear a one-line summary before the caller joins.
Edit route
Front desk uses this route when a caller's need matches it.
Name
Nurse line
Send callers to
Nurse team3 people
When to use it
The caller has a question about symptoms, a recent procedure, or a medication
Ana Silva
Front desk · Inbound
Caller
A caller who asks for a person, or presses zero, is put through on the route that fits. An agent never argues them out of it.
Choose per agent: take a message for staff, or put the caller through first and take a message only when no route fits or nobody answers.
Turn on confirmations, recalls, follow-up booking, missed-visit rebooking, forms reminders, and waitlist offers. Each one runs the app messages, texts, and calls you set, in order, and stops once the patient takes care of it.
Outreach
Grace Whitaker · Appointment confirmation
Called about appointment confirmation: answered
Today 10:12 AM
Answered
Henry Adler · Forms before a visit
Messaged in the app about forms before a visit
Today 9:40 AM
Delivered
Ruth Abernathy · Missed visit rebooking
Texted about missed visit rebooking
Today 9:31 AM
Delivered
Ken Ito · Recalls
Called about recalls: left a voicemail
Yesterday 4:05 PM
Voicemail
Grace Whitaker · Appointment confirmation
Echo Visit, Thu Oct 15, 9:40 AM · Lakeside Cardiology
Every kind of outreach starts off. Turn on the ones you want in Patient Outreach and set each step's channel and timing.
Reminders, follow-ups, and other automatic outreach go out only within your hours, in each patient's own local time.
Cap the texts, calls, and app messages one patient gets in a day or a week. Other practices reaching the same patient count too.
Outreach ends when the patient books, confirms, finishes the forms, or says no. When it can't reach them, it's handed to staff.
Every call gets an outcome, a one-line summary, and its transcript with each step the agent took. Open work is the only thing in amber.
The details that make an agent safe to put on your main number.
Hours, locations, parking, refill turnaround, pickup policy, insurance, and your own questions and answers. Agents use your hours and the time of the call to tell callers whether you're open.
Pick a voice and play a sample. Choose whether the agent answers the moment a caller stops, leaves a short beat, or waits through long pauses.
Open the live calls view to follow a transcript as it happens, see which colleagues are watching too, and record or end the call.
Callers can ask about refills, records requests, messages, and appointment requests from the last 30 days, and hear where each one stands.
When a caller asks not to be called, the agent stops automated calls to them. Staff add and remove numbers on the do-not-call list.
Agents never weigh symptoms or give medical advice. A caller who reports an emergency is told to hang up and dial 911.
If an agent can't come on a call, the caller is put through to a person or told the practice will call back, and that call back is left for staff.
Before the office opens, Orpheus reads the previous day's calls and leaves a note on what went wrong, with any rewording waiting in a draft for you to publish.
Buy local or toll-free numbers in Settings, or bring the number patients already call and Ultradoc support moves it for you.
Staff can have the practice's agent call a patient now or at a time they pick. The call shows under Outreach with its transcript.
Every call appears in the patient's chart with its summary, and calls where the patient sounded unhappy are flagged.
Agents answer whenever a call comes in, so the refill after bedtime and the reschedule before dawn are waiting for your team in the morning.
Agents read from the same live record your team works in, and everything they take care of lands where the work already happens.
The same agents, set up for the way each practice's phones ring.
Pediatrics
A parent calls Cedar Pediatrics at 9 p.m. for an inhaler. The agent confirms the child's name and date of birth, asks which provider, and files the refill without reading the chart aloud.
Orthopedics
Summit Orthopedics patients call to move a follow-up. The agent finds open times with their surgeon, books the new slot, and offers the waitlist when nothing fits.
Dermatology
At Elm Street Dermatology, the agent reads a verified patient their balance and charges, takes a card payment, or leaves billing a task when a charge needs a second look.
Cardiology
Lakeside Cardiology turns on appointment confirmations: an app message, then a call, then a reminder. A patient who also needs a refill is handed to the refill line mid-call.
Family medicine
Northgate Family Medicine reaches patients coming due for their annual visit by message and call, within its contact hours, until each one books or says no.
OB/GYN
Harbor Women's Health sends symptom questions to its nurses with Brief them and ask. Whoever picks up hears a one-line summary and presses 1 to take the call.
Calls carry protected health information, so they get the same audit trail and role-based access as the rest of Ultradoc. Only administrators can change the phone system.
Opening a call, its transcript, or its recording is written to the audit trail.
Recording or ending a live call is logged under the staff member who did it.
Each chart verified on a call is recorded with how it was verified, and requests filed from the call carry it.
Card details are never recorded, and the transcript pauses while a caller reads them out.
Every part of Ultradoc reads from the same live record, so each one makes the others better.
Tell us how your practice runs. We'll set Ultradoc up around it and connect it to the EHR you already use.