Human Virtual Medical Receptionists vs. AI. Which is Right for Your Practice?

It’s a universal truth that in healthcare, every patient interaction counts. Whether it’s from the very first phone call to every other point of communication thereafter, patients expect compassion as well as efficiency. 

One way that medical practices have been improving operational efficiencies and reducing administrative burden has been through hiring virtual receptionist services. However, with the rise of AI-powered healthcare solutions, increasing comparisons have been drawn between an AI-powered receptionist or a human-powered virtual receptionist service. 

Both solutions have their own merits, but in the field of healthcare where there’s a particular need to consider urgency and sensitivity, the difference in the level of care can be critical. We explore the differences and why a human receptionist service might be the right choice for patient care.

What Are Human Virtual Medical Receptionists?

Human virtual medical receptionists include real, trained professionals who attend to calls 24/7 on behalf of medical practices. In comparison to AI, they are able to offer the differences of the human touch: listening, understanding and responding with care while still providing the efficiencies of an answering service solution.

In the field of healthcare especially, this human touch is a crucial factor as callers often reach out in moments of stress and vulnerability. A calm and empathetic voice can make all the difference in making a patient feel heard and supported. 

What Are AI-Powered Medical Receptionists?

AI receptionists use artificial intelligence to answer calls, schedule appointments and route inquiries. They operate 24/7, handle multiple calls simultaneously and ultimately reduce the need for human staffing to handle calls and to take messages. 

While AI receptionists can appeal to some practice use cases, they do have their limitations, especially in the healthcare context:

• They can struggle with handling complex medical inquiries and understanding nuances in patient questions 
• They are unable to appropriately respond to anxious or distressed patients with empathy
• They can be unpredictable in unseen scenarios that they haven’t been pre-programmed for

Key Differences Between Human and AI Receptionists in Healthcare

Empathy and Compassion

AI can be trained to mimic responses, but it can’t be trained to express genuine emotions and empathy. When a patient calls in about a symptom or test result they’re concerned about, they need reassurance as much as they need information. Human receptionists can offer the best service in such scenarios by listening actively and responding with care.

Accuracy and Understanding

There are several nuances used in human language that simply can’t be trained or taught to AI. A patient mentioning, “I’ve been feeling light-headed on and off” might require more careful investigation to determine the urgency. While a human receptionist can be receptive, respond to such red flags and follow escalation protocols; AI might let it pass. 

Flexibility in Communication

Conversations in healthcare are rarely one-size-fits-all. When a patient asks multiple questions in one call or brings up unexpected concerns; a human receptionist can adapt seamlessly. AI on the other hand, unless it’s trained for such circumstances, can falter. 

Trust and Patient Experience

Trust is an essential element in healthcare. Patients need to speak to a real, caring person to truly feel supported by a medical practice. Human receptionists can reinforce your commitment to patient-centered and value-based care while AI conversations can tend to feel impersonal and transactional.

Compliance and Security

HIPAA-compliance is integral to safeguard patient information. With human receptionists – compliance and confidentiality training can be provided regularly to ensure up to date understanding. Human receptionists can also ensure that there’s no misinterpretation and won’t fall prey to HIPAA violations due to any system errors.

The Benefits of Human-Powered Virtual Reception in Healthcare

There are several advantages that human virtual receptionists bring that go beyond call answering:

• Patient-centered care: Each call is always attended to by someone who understands the value of empathy.
• Seamless integration with your staff: live receptionists can act as an extension of your practice by imbibing your brand’s values. 
• Better patient retention: with patients being heard and cared for, you may see more of them choosing to stay loyal to your practice. 
• Round the clock availability: you don’t have to compromise between never missing a patient call and answering with a human hello.
• Personalized scalability: our human receptionists team can scale with your practice as you grow. 

Is There a Place for AI? 

While AI does have its drawbacks with regards to patient-centered communication, it can be put to efficient use in handling routine tasks as part of a practice’s workflows. These functions can then free up your staff’s time to focus on more meaningful patient interactions. 

Why Choose WellReceived?

By choosing WellReceived, you will not only reap the benefits of a compassionate 24/7 human receptionist team but also enjoy:

• HIPAA-compliant and secure communication
• Access to call recordings for accuracy
• A seamless mobile app to receive messages and reminders
  

We help medical practices of all sizes focus on what matters most to them by ensuring every call is answered with warmth, professionalism and reliability. 

To Conclude

It’s simple, when it comes to supporting patients with the best possible care from the very first call, there’s no better solution than that of human receptionists. For practices that want to deliver compassionate care with 24/7 availability, human virtual receptionists remain unmatched. If you’d like to explore how WellReceived can help support your practice — book a free demo with our friendly team today or call us at 800-800-4449 and we’ll be happy to help!