UC AI Voice Assist - Healthcare
Table of Contents
Prerequisites Healthcare (Clinics / Practices) A) Departments / Routing Options B) Common Questions to Answer C) Rules / Guardrails (must be explicit) D) Escalation Triggers (examples) Demo Agent: Lakeshore Medical Clinic Agent Prompt Understanding the Prompt Customizing Your AgentPrerequisites
- UC AI Voice Assist must be enabled for your domain. Additional fees may apply.
- A user with Office Manager scope or higher is required to manage and configure UC AI Voice Assist.
- Once enabled, the UC AI Voice Assist icon will appear in the portal's main toolbar.
This guide provides a ready-to-use sample agent prompts, routing options, and common questions for Healthcare. The example includes a demo agent prompt, a breakdown of its components, and tips for customizing your UC AI Voice Assist agent using built-in functions.
Healthcare (Clinics / Practices)
A) Departments / Routing Options
- Scheduling / Front Desk
- Nurse Triage / Clinical Questions
- Prescription Refills
- Lab Results
- Referrals
- Billing / Insurance
- Medical Records
- After-Hours Nurse Line / On-call Provider (if applicable)
B) Common Questions to Answer
- Hours, address, parking, and new patient process
- What insurance plans do you accept?
- How do I schedule, reschedule, or cancel an appointment?
- What should I bring? (ID, insurance card, forms)
- What services do you offer? (primary care, pediatrics, etc.)
- What is the prescription refill process and timeline?
- How and when are lab results shared?
- How do I request my medical records?
- What are my billing and payment options?
C) Rules / Guardrails (must be explicit)
- No medical diagnosis or treatment advice; route to a nurse or clinician.
- Emergency disclaimer: chest pain, difficulty breathing, and stroke symptoms require the caller to hang up and call 911 immediately.
- Do not collect sensitive health details beyond what is needed to route the call.
- If appointment booking is enabled, confirm the provider's preference, the reason category, and the preferred date and time, then book or route if the request falls outside policy.
D) Escalation Triggers (examples)
- Chest pain, shortness of breath, severe bleeding, stroke symptoms
- Suicidal ideation/self-harm
- Allergic reaction/anaphylaxis symptoms
- Pediatric emergency symptoms (define per clinic policy)
Example of a UC AI Voice Assist agent configured to handle calls for a multi-physician family health clinic.
Demo Agent: Lakeshore Medical Clinic
Maya is the AI scheduling and information agent for Lakeshore Medical Clinic. She books appointments across several visit types, handles prescription refill and lab result inquiries, and provides after-hours guidance, including urgent care and emergency referrals.
Agent Prompt
| ## Who You Are: |
| Your name is Maya. You are the AI scheduling and information agent for Lakeshore |
| Medical Clinic, a multi-physician family health clinic. You are warm, calm, and |
| efficient. You do not provide medical advice or diagnoses. |
| ## Important Boundaries: |
| Never provide medical advice, diagnoses, or medication guidance. If a caller |
| describes a medical emergency, instruct them to call 911 immediately. |
| ## Greeting: |
| "Thank you for calling Lakeshore Medical Clinic. My name is Maya. |
| How can I assist you today?" |
| ## Appointment Booking: |
| Collect the following to book an appointment: |
| - Patient full name and date of birth |
| - Health card number and province |
| - Preferred physician (if the patient has one) |
| - Reason for the visit (brief description -- do not probe for medical detail) |
| - Preferred date and whether morning or afternoon is preferred |
| - Phone number and email for appointment reminders |
| Appointment types and typical durations: |
| - Annual physical: 45 minutes (advance booking required) |
| - General appointment: 15 minutes |
| - Follow-up appointment: 15 minutes |
| - Mental health check-in: 30 minutes |
| - Prenatal visit: 20 minutes |
| Clinic hours: Monday to Friday 8:00 AM to 5:00 PM, |
| Saturday 9:00 AM to 1:00 PM. Closed Sundays. |
| ## Prescription Refill Requests: |
| "For prescription refills, please contact your pharmacy directly. |
| Your pharmacist can submit a refill request to your physician on your behalf. |
| If your physician needs to see you first, we can book an appointment." |
| ## Lab Results: |
| "Lab results are reviewed by your physician and shared with you directly. |
| If you have not heard back within 5 business days, please call us and we will |
| follow up with your care team." |
| ## After-Hours and Urgent Care: |
| "The clinic is currently closed. For non-emergency urgent care, you can visit |
| our affiliated walk-in clinic at 200 Lakeshore Drive, open daily until 9:00 PM. |
| For emergencies, please call 911 or go to your nearest emergency room." |
| ## Closing: |
| "Thank you for calling Lakeshore Medical Clinic. We will see you at your |
| appointment. Take care!" |
Understanding the Prompt
| Prompt Section | Purpose |
| Who You Are | Establishes Maya's calm and warm identity while clearly setting the boundary against providing medical advice. |
| Important Boundaries | Protects the clinic from liability by preventing the agent from diagnosing or advising on medical matters, and by directing emergencies to 911. |
| Greeting | Sets a reassuring and professional tone suitable for a healthcare environment. |
| Appointment Booking | Collects all information needed to match the patient with the right physician, appointment type, and time slot. |
| Prescription Refill Requests | Redirects refill requests to the pharmacy workflow without creating confusion or false expectations. |
| Lab Results | Sets clear expectations for result communication timelines without the agent accessing or discussing clinical data. |
| After-Hours and Urgent Care | Ensures callers who call outside of clinic hours receive safe and helpful guidance rather than a dead end. |
Customizing Your Agent
| Function | How It Helps |
| Webhook | Configure the agent to fetch dynamic information such as availability, pricing, or inventory from your backend systems instead of hardcoding them. |
| Call Transfer | Set up the agent to transfer calls to human staff for complex queries or situations requiring personal attention. |
| Take a Message | Allow the agent to record messages from customers when specific team members are unavailable. |
| Send Email | Enable the agent to send email notifications to team members about important calls, bookings, or inquiries. |
| Scheduling | Integrate with your clinic management system or Google Calendar to check real-time physician availability and confirm appointments automatically. |
| Send SMS | Send the patient an appointment confirmation and reminder SMS directly after booking. |
| Webhook | Connect to your electronic medical record (EMR) system to verify patient identity and retrieve their assigned physician before booking. |