Patient communication for healthcare
Add reception capacity when your practice needs it.
Arcera handles approved administrative enquiries when reception is busy or closed, then prepares the details for your team.
Designed to work alongside reception staff. Administrative support only. Practice-controlled workflows.
Already live with clinics in Brisbane.
Patient enquiry
Reception is busy, unavailable or the practice is closed.
Approved information captured
Only the administrative details the workflow requires.
Structured reception handover
Delivered to the destination the practice nominates.
Reception confirms the next step
Your team reviews, confirms and continues the conversation.
Representative only. Each practice approves its own workflow, wording and handover destination.
Choose when Arcera supports reception.
Coverage is scoped deliberately. Your practice decides when Arcera answers, what it may handle, what information it may collect and when reception or another nominated person must take over.
Busy-period overflow
Additional calls are supported while reception is already assisting a patient at the desk or on another line.
The practice controls
- Overflow only applies after your nominated ring time or line condition
- Approved enquiry categories are agreed before launch
- Anything outside scope returns to reception as a structured handover
What becomes ready for reception.
The outcome is not a recording to listen back to. It is a structured administrative record your team can action. The fields below are illustrative, each practice approves its own.
Appointment request with preferred timing
Preferred day, time range and practitioner preference where relevant.
New or existing patient status
Captured as stated by the caller, not verified clinically.
Callback details
Name, contact number and best time to return the call.
Referral availability where relevant
Whether the caller states a referral is held, never an eligibility decision.
Approved enquiry category
Mapped to the categories your practice has approved.
Required follow-up
What the practice needs to do next for this enquiry.
Escalation status
Whether the practice's approved escalation wording was followed.
Structured handover destination
Where the record was delivered for reception to action.
Illustrative examples only. Practices differ, and the captured fields are agreed during implementation.
Healthcare pathways
The administrative workflow differs by practice type.
General practice
High call volume with a broad mix of routine administrative enquiries.
Workflows usually focus on appointment requests, practice information and callback capture, with tight escalation wording for anything clinical.
Allied health
Smaller teams where reception is often shared with clinical duties.
Coverage is commonly scoped to lunch periods, sessions and after-hours new-client enquiries, with structured intake details prepared for the practitioner.
Specialist medical practices
Referral-driven enquiries with longer administrative preparation.
Workflows account for referral status as stated by the caller and more detailed pre-appointment administration, without making eligibility decisions.
Dental practices
Appointment-request patterns and treatment-specific administrative enquiries.
A dedicated dental page is being prepared.
Hear an administrative enquiry handled end to end.
A fictional scenario. This is not a real patient and no real practice or patient information is used.
Clinic call demonstration
This is a demonstration. Nothing is booked or sent.
Fictional new-patient enquiry
Want this configured around your practice? We'll review your reception workflow first.
Request a Clinic AssessmentWhat to notice
- Clear identification at the start of the call
- Administrative enquiry capture, with no clinical discussion
- Appointment preference capture rather than confirmation
- Reception-controlled confirmation of the next step
- Safety and scope boundaries stated plainly to the caller
Read the transcript
Arcera: Good afternoon, you've reached the practice reception line. I'm an assistant helping the reception team while they're unavailable. How can I help?
Caller: Hi, I'd like to make an appointment. I haven't been there before.
Arcera: No problem, I can take that as a new-patient appointment request for reception to confirm. Could I start with your name and the best contact number?
Caller: It's Jordan, and the number is the one I'm calling from.
Arcera: Thank you. Do you have a preferred day or time range?
Caller: Weekday mornings would suit best.
Arcera: Noted, weekday mornings. I'm not able to discuss symptoms or clinical questions, and reception will confirm the appointment time with you directly.
Caller: That's fine, thank you.
Arcera: I've prepared the request for the reception team, including your preferred timing and callback number. They'll be in touch to confirm the next step.
Fictional scenario. Wording, boundaries and escalation rules are approved by each practice before launch.
One clear line between Arcera and your staff.
Arcera may support approved administrative tasks
- Routine practice information
- Appointment requests
- New-patient enquiry capture
- Callback requests
- Referral-status capture where approved
- Opening hours and location
- Clinic-approved fee or preparation information
- Structured reception handovers
Always retained by qualified practice staff
- Medical or psychological advice
- Diagnosis
- Symptom interpretation
- Treatment recommendations
- Clinical decisions
- Referral eligibility decisions
- Sensitive or ambiguous conversations
- Complaints and billing disputes unless specifically scoped
- Emergency and crisis management
- Final appointment confirmation unless a separately approved and tested system connection supports it
Arcera does not assess clinical urgency. Where a caller uses urgent language, the call proceeds by following the practice's approved escalation or emergency wording.
Start with the minimum information required.
- Workflows are approved by the practice before anything goes live.
- Only the administrative information required for the approved task should be collected.
- Recording settings are agreed before launch.
- Retention, access and handover destinations are reviewed with the practice.
- Human oversight remains part of the workflow.
- Sensitive or unclear matters return to the practice.
Healthcare Privacy & Security Guide
The guide sets out how information handling, recording, retention and oversight are reviewed with each practice during implementation.
Read the guideFit the workflow around the systems your team already uses.
There are three possible operating modes. Which one applies is decided during discovery, based on the system, the permissions available and the workflow your practice approves.
01
Structured request for reception
Arcera prepares a complete administrative request and delivers it to your nominated destination. Reception confirms the outcome.
02
Approved booking pathway
Arcera follows a booking pathway your practice has approved, within the limits and appointment types you define.
03
Tested connection with supported software
Where a connection is available and permitted, it is enabled only after the connection and handover process have been tested.
Systems commonly assessed during discovery
Best Practice · MedicalDirector · Zedmed · Shexie · Genie · Gentu · Halaxy · Cliniko · Nookal · Power Diary · coreplus
- Compatibility is assessed individually for each practice.
- Availability depends on the system, permissions and the approved workflow.
- Direct booking is enabled only after the connection and handover process have been tested.
- Listing a system does not imply a current native integration.
A controlled sequence, not a switch to flip.
A practice can start with one limited workflow, commonly after-hours appointment requests, and widen scope only after review.
- Workflow assessmentWe review your current call flow, coverage gaps and the administrative tasks under pressure.
- Approved scope and boundariesYour practice confirms what Arcera may handle, and what must always return to staff.
- Practice-specific configurationWording, enquiry categories, escalation rules and handover destinations are configured for your practice.
- Scenario testingApproved scenarios, including out-of-scope and urgent-language cases, are tested before anyone calls.
- Staff walkthroughYour reception team sees exactly what arrives, where it arrives and how to action it.
- Controlled launchCoverage begins with the agreed workflow and window rather than the whole phone line.
- Review and improvementReal conversations are reviewed with the practice and the workflow is adjusted.
Investment
Managed patient communication support from A$399 + GST per month.
Implementation is scoped around the approved workflows, systems, coverage requirements and practice locations.
Final monthly scope depends on
- Call volume
- Coverage windows
- Workflow complexity
- Required systems
- Locations
- Operating requirements
Essential FAQ
Questions practices commonly ask
What are missed calls costing you?
Estimated revenue at risk per month
Your estimate
An estimate based only on the numbers you entered. It is not a forecast and Arcera does not guarantee a result.
Arcera managed plans start from A$399 + GST per month. View pricing.
Start with one workflow your practice wants to improve.
We'll review your current reception flow, identify an appropriate controlled starting point and confirm what Arcera should, and should not, handle.