PARLANCE VOICE AI INTEGRATES WITH athenaOne®
The Parlance IVA (intelligent virtual assistant) integrates with athenaOne to automate patient calls, including routing, scheduling, patient verification, FAQs, and patient case creation. This lets your team handle more calls with less staff.
82% of patients still reach their clinic by phone first, according to independent research Parlance conducted with Gather*.
30+ years optimizing phone-based self-service for hospitals and clinics.
Full athenaOne integration
Parlance voice AI integrates patient phone calls into athenaOne workflows, so routine requests are completed without a staff member answering the phone.
No more overflowing voicemail. Callers speak naturally, and the Parlance IVA matches each spoken message to the patient record and converts it into a patient case for the right staff member.
Patients schedule, reschedule, and cancel their own appointments by voice, against the availability in athenaOne.
The IVA verifies the patient and confirms insurance details, eliminating the need for human staff to ask for this information.
Callers say what they need, and easily self-serve or get to the right person. Parlance conversational AI and proprietary technology understand provider names and healthcare vocabulary.
Common questions, office hours, locations, and directions — 24/7.
Appointment reminders and confirmations, sent automatically by call or text.
Prescription requests captured and routed to the right team.
How Patient Case Creation Works
The Parlance IVA builds and routes each patient case to the right level of staff immediately, 24 hours a day, 7 days a week, including nights, weekends, and holidays. No call queues. No triage delays. No voicemail messages left unread.
reach the AI agent anytime, without waiting on hold.
in a real conversation.
built inside the patient’s chart in real time.
nurse, front desk, billing, or provider.
the IVA asks clarifying questions, so staff have the information they need to act.
every case goes to the right level of staff automatically.
no separate inbox, no re-keying, no lost context.
patient needs are captured and put into process even when your office is closed.
Patients who call on the phone book easily by speaking naturally.
The Parlance IVA lets patients schedule, reschedule, and cancel appointments by voice, at any hour. Patients call from the car, on a lunch break, or after work, often after the office has closed. Instead of leaving a voicemail and waiting for a call back, they speak naturally and book against real-time availability in athenaOne. Front desk staff stop chasing callbacks and spend more time with the patients who need them.
88% of patients book appointments for at least one other person, according to independent research conducted with Gather*. One missed scheduling call can cost a clinic group several visits.
*Staff hours and FTEs saved by automated patient verification at a Parlance customer.
The cost savings of patient verification by voice: the Parlance IVA takes work away from full-time staff.
The Parlance IVA verifies callers in a natural conversation before the call reaches staff. Asking for a name, date of birth, and insurance details takes time. When a verified caller requires a human agent, the IVA passes the verification details to staff with an AI-generated call summary. Patients never repeat the same information. Staff start the conversation ready to help.
Callers speak naturally. Parlance saves 15 seconds to several minutes on every interaction, which can add up to thousands of staff hours each month.
Learn moreCollaborative Health Partners (CHP) is a multisite Virginia ambulatory care organization on athenaOne that handles more than 400,000 patient calls a year across 15 locations.
Phone access was the number one patient complaint on every CHP patient survey, with phone hold times of up to 30 minutes. Some patients drove to the clinic while they were still on hold.
The first clinic took 40 to 60 hours to implement. By the final phase, three locations launched on the same day, with 2 to 4 hours of integration time each.
Phone hold times dropped out of the top five patient complaints at CHP. Patients now get help after hours, and in year one, 2,089 patients completed their requests through self-service with no staff involvement. Clinical calls become structured patient cases in athenaOne instead of voicemails that no one is monitoring.
Does your clinic group use the athenahealth EHR?
See how the Parlance IVA works with athenaOne scheduling, records, and patient cases for your clinic group, at 10 locations or 500.
Book a demo with ParlanceYes. The Parlance IVA integrates with athenaOne to automate patient calls, including scheduling, patient verification, FAQs, and patient case creation. Parlance is an athenahealth Marketplace partner.
Yes. The Parlance IVA asks the caller clarifying questions, builds the patient case inside the patient’s chart in real time, and routes the case to the nurse, front desk, billing, or provider.
Yes. Patients schedule, reschedule, and cancel appointments by voice, 24/7, and the Parlance IVA books against the availability already in athenaOne.
Yes. The Parlance IVA is HIPAA compliant and verifies each caller before the call reaches staff.
