Implementing an AI Receptionist at United Health Centres

1. Introduction / Background

United Health Centres (UHC) is a healthcare provider serving a diverse population. UHC strives to deliver accessible, affordable, and quality healthcare.

As patient volume grew, traditional front desk operations faced strain, resulting in long wait times, missed calls, and inconsistent scheduling. To address these challenges, UHC explored innovative digital solutions, leading to the development of an AI-powered receptionist system.

2. Problem Statement

The existing receptionist process struggled with:

• High Call Volume → Patients experienced long hold times or unanswered calls.
• Scheduling Errors → Manual appointment management sometimes caused double bookings.
• Language Barriers → Many patients required bilingual support, which wasn’t always available.
• Staff Overload → Receptionists were overextended, reducing time for in-person patient needs.

3. Solution: AI Receptionist

UHC partnered with MyBuilder to design and deploy an AI receptionist capable of:

• 24/7 Availability: Answering calls, booking, and rescheduling appointments at any time.
• Multilingual Support: Providing services in English, Spanish, and other local languages.
• Automated Reminders: Sending voice/text reminders to reduce no-shows.
• Smart Triage: Directing urgent cases to staff while handling routine requests automatically.
• Integration with EHR: Syncing appointments and patient information seamlessly.