IVR & Call Routing
Set up your ideal phone system workflows. VoiceStack routes each call to the right team, ensuring faster responses and zero missed patient needs.
Trusted by
1500+ Healthcare Practices
The Call Handling Gap
Patients rely on phone calls, but traditional clinic phone systems lack the intelligence to manage real-world call volume effectively.
The Real Attribution Challenges
01.
Long wait times lead patients to abandon calls before speaking with team members.
02.
Front desk teams become overwhelmed during peak hours, reducing responsiveness.
03.
Manual call triage increases patient frustration and errors.
04.
New patient inquiries are missed or delayed due to call congestion.
05.
Emergency calls compete with routine requests, risking poor prioritization.
Industry-Specific Challenges
Dental
- High call volumes for scheduling, insurance, emergencies, and new patients overwhelm front desk teams.
- Critical inquiries compete for attention, increasing the risk of missed or delayed responses.
Physical Therapy
- Frequent reschedules and cancellations create constant call interruptions.
- Insurance verification calls add to staff workload and slow patient handling.
Optometry
- Seasonal spikes in eye exams and eyewear pickups strain call-handling capacity.
- Authorization-related calls often create delays and repeat follow-ups.
Veterinary
- Emergency triage calls arrive alongside routine requests like refills and grooming.
- Boarding and general inquiries compete with urgent cases, complicating prioritization.
The OutcomeWithout effective call handling, clinics lose revenue, overwhelm team members, and deliver a fragmented patient experience.
VoiceStack IVR and Call Routing: Built for Real Healthcare Workflows
VoiceStack intelligently routes every incoming call based on intent, priority, and context, ensuring each patient reaches the right team without unnecessary load on staff.
Multi-Level IVR Menus
Guide callers through structured menus so they reach the correct department without manual transfers.
AI-Based Intent Intelligence
- Uses AI to analyze call intent and outcomes, enabling more intelligent reporting, follow-ups, and performance insights.
Patient Identification via PMS
Automatically recognizes existing patients by matching caller details to the practice management system.
Skill & Location-Based Routing
Directs calls to the most appropriate team member based on expertise and clinic location.
Time and Emergency Priority Routing
Intelligently routes calls based on business hours while prioritizing emergency calls.
Real Time Analytics and Missed-Call Follow-Up
Provides real-time call insights and triggers instant text follow-ups for missed calls to prevent lost inquiries.
Stuart McGuiggan CRO
“VoiceStack helps us prioritize calls, identifying emergencies and patients seeking specific treatments. This allowed us to follow up quickly, securing over $100,000 in treatment. The AI call transcription also supports staff training, letting us review calls, provide guidance, and improve processes, enhancing both team performance and patient care across the practice.”
How IVR and Call Routing Work
Every visitor is tracked, numbers are customized, and calls are linked to campaigns.
STEP 01
Patient Calls the Clinic
VoiceStack captures the call and identifies the caller when information is available.
02
Intent Detected by AI
03
Intelligent Call Routing
04
Call Context Captured
05
Follow-Up Triggered
Benefits for Healthcare Practices of All Sizes
Operational Efficiency
- The front desk workload is reduced as calls are routed appropriately.
- Unnecessary transfers are eliminated, saving team members time and effort.
- Call handling is faster with intent-based routing to the right team.
- Routing accuracy improves, reducing errors and missed inquiries.
Patient Experience
- Wait times are shorter as callers reach the correct option quickly.
- Self-service menus provide clear and intuitive call paths.
- Emergency calls are prioritized for faster response.
- Patients experience consistent and predictable call handling.
Multi-Location Groups
- Routing logic is unified across all clinic locations.
- Calls are balanced across teams and sites to manage peak volumes.
- Location-aware routing ensures callers reach the correct branch.
- A standardized call experience is delivered across every location.
Industry-Specific Call Routing Use Cases
Dental
Call Routing
- Scheduling, insurance verification, emergency calls, and hygiene-visit inquiries are intelligently routed to the right team.
- Patient intent is detected to prioritize urgent calls and high-value interactions.
Outcome Reduced missed appointments, faster response to emergencies, and improved patient satisfaction.
Physical Therapy
Call Routing
- Reschedules, new evaluation requests, insurance verification, and therapist-specific routing are handled efficiently.
- Call intent is analyzed to ensure patients reach the correct provider promptly.
Outcome Higher appointment conversions, better patient retention, and streamlined clinic operations.
Optometry
Call Routing
- Eye exams, eyewear pickups, prescription requests, and authorization calls are routed accurately.
- Urgent or time-sensitive calls are prioritized for immediate handling.
Outcome Faster service delivery, more exams booked, and improved patient experience.
Veterinary
Call Routing
- Emergency triage, prescription refills, procedure inquiries, and grooming requests are routed based on urgency and service type.
- High-priority calls are flagged for immediate attention.
Outcome Better emergency response, higher client retention, and more efficient clinic operations.
Seamless PMS Integration
VoiceStack connects intelligent call routing directly to your PMS or CRM, turning every patient interaction into an actionable workflow.
Calls are automatically matched to existing patients or logged as new entries for accurate tracking.
Routing is personalized based on patient details, visit type, and intent, ensuring callers reach the right team.
Follow-up workflows are triggered automatically or manually based on call disposition and priority.
All call contexts and outcomes are captured for reporting, giving clear visibility into operational efficiency and patient experience.
Tim Hill CEO
“With VoiceStack, we now have complete visibility into every call, making it easy to track call quality, patient satisfaction, and booking outcomes. We can analyze performance at both the practice and enterprise level, see results by campaign, and measure how well we convert potential patients. It’s an incredible tool for data-driven growth.”
Analytics That Drive Better Decisions
Track
Calls by intent, department, and location to see where patient demand is highest.
Measure
Call resolution and routing efficiency to evaluate staff performance and workflow effectiveness.
Monitor
Missed or delayed calls to ensure no patient inquiry is overlooked.
Analyze
Peak call times to optimize staffing and reduce wait times.
VoiceStack turns incoming faxes into instant, actionable tasks for your healthcare team.
Frequently Asked Questions
Support:
support@voicestack.comSales:
sales.us@voicestack.com
Grow Your Practice with VoiceStack
A more intelligent, AI-powered phone system built to improve communication, performance, and practice growth.
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