AI voice and chat for healthcare intake.
RVNOPS helps healthcare leaders plan coverage for intake calls and website chats day and night. The agent can gather key details, follow your rules, and bring in a staff member when needed. Your team owns the rules and the live handoffs.
What usually goes wrong
Calls often come after the intake team has gone home. A parent may call during a hard moment and reach voicemail. A person may open web chat, wait too long, and leave. Families who need help often call the next provider instead. The next morning, staff must work through missed calls and old chat messages. They may not know which person called first or who needs a quick reply. Some notes sit in an inbox with no clear owner.
What Kevin has done before
Kevin Plumlee is the principal AI architect at RVK AI. The company builds voice and web chat agents for addiction treatment, mental health, psychiatric hospitals, ABA, senior living, and outpatient care. At Dreamscape, Kevin built AI and automation tools for healthcare marketing and intake work.
Kevin is currently the principal AI architect at RVK AI. He builds the voice and chat agents that answer calls for healthcare providers day and night.
- years in healthcare growth
- 15+
- healthcare organizations
- 300+
- in managed media
- $500M+
- private equity transactions
- 2
What we plan with your team
We start with your intake calls, chat logs, programs, and staff rules. We map what the agent may ask, what it may record, and when staff must step in. Your clinical, legal, privacy, and technology teams review the plan before launch.
- Voice and web chat scripts based on your programs, hours, locations, and intake rules.
- Intake and prescreen questions that your clinical and admissions teams approve.
- Warm transfer rules for admissions staff, on-call teams, and urgent situations.
- CRM updates with contact details, answers, call notes, and the next task.
- Privacy, consent, access, storage, and retention rules reviewed with your counsel.
- A review plan for calls, chats, staff feedback, and approved script changes.
How AI voice and chat works for healthcare
Answer calls and chats day and night
The agent can answer the phone and website chat when staff are busy or away. It introduces itself, asks the questions your team approved, and confirms contact details.
For intake, it can ask about the type of care, age, location, timing, and basic insurance details. It does not give medical advice or decide if a person should receive care.
Bring staff into the conversation
The agent can make a warm handoff when a staff member should take over. Your rules decide which team, site, or on-call person gets the call.
After the conversation, it can update the CRM with the caller's answers and next step. We test each connection with your technology team before it is used.
Set crisis, safety, and privacy rules
Urgent situations go to people. The agent follows language set by your clinical team. That may include a live transfer and approved 988 or 911 guidance.
We review what data is collected, where it goes, who can see it, and how long it stays. The client reviews privacy and data handling with its own counsel before launch.
Review calls and improve the agent
Your team reviews calls, chats, transfers, and CRM notes on a set schedule. Staff can flag a poor answer, missed route, or question that callers do not understand.
We use that review to update approved scripts and routing rules. Clinical and intake leaders approve each change before it goes live.
What your team owns
- Your team approves every intake, prescreen, crisis, and transfer rule.
- Your staff takes live handoffs when a person needs help.
- Your clinical team owns all choices about care and safety.
- Your legal and privacy teams approve how data is handled.
- Your team reviews calls and requests changes to the agent.
Questions about this service
Will callers know they are talking to AI?
Yes. The agent should say that it is an AI assistant at the start. Your team approves the exact words. It should also explain when a call may be recorded. A caller can ask for a staff member. Clear notice helps set trust and keeps the conversation honest.
What happens if a caller is in crisis?
The agent follows crisis rules written by your clinical team. It can route the caller to a trained person or on-call team. It may also give approved 988 or 911 guidance. The exact response depends on the situation and your policy. The AI does not assess, diagnose, or give medical advice.
Does AI voice and chat work with our CRM?
It often can. The agent may create or update a contact, save approved answers, add call notes, and assign a task. The setup depends on your CRM and its connection options. Your technology and privacy teams should review access before any patient data moves between systems.
Can an AI intake agent verify insurance?
It can collect insurance details and send them into an approved verification process. It may also share a status that comes from a connected system. A person should handle unclear results and any decision that affects care or payment. The agent should never promise coverage or a benefit amount.
Can AI replace our healthcare intake team?
No. It can cover common questions, gather details, and help when staff are busy or away. People still handle sensitive calls, clinical choices, payment questions, and unusual cases. The goal is to give staff better information and more time for callers who need a person.
Let's talk about the calls you miss after hours.
Tell us where calls and chats get missed today. Kevin Plumlee reads every message and usually replies within one business day.