Invoca’s AI assistant connects directly with your Epic system to help patients get scheduling help instantly, without waiting on hold.
Invoca’s AI assistant connects directly with your Epic system to help patients get scheduling help instantly, day or night, without waiting on hold or playing phone tag with your front desk.
Built around your patients’ privacy
Before the assistant looks up anything specific to a patient, it confirms who it’s talking to using details like name, date of birth, and a phone number or medical record number. Nothing patient-specific happens until identity is confirmed. If the assistant can’t confidently confirm who it’s speaking with, it hands the conversation off to your front desk team with a callback request rather than guessing. General information — like practice hours or which providers are accepting new patients — doesn’t require identity confirmation, since it isn’t tied to any one patient.
What the assistant can help with
- Confirming who’s calling — verifies identity before anything else, so information stays protected.
- Checking appointment availability — answers questions like “what’s your soonest opening?” using live data from your Epic schedule.
- Viewing upcoming appointments — lets a verified patient ask what’s on their calendar.
- Booking an appointment — finds an open slot and books it, confirming date, time, and provider.
- Rescheduling an appointment — moves an existing appointment to a new time.
- Cancelling an appointment — frees up the slot for someone else.
- Sharing practice information — hours, locations, services offered.
- Sharing provider information — helps patients find the right provider by specialty, location, or availability.
- Checking insurance eligibility — confirms coverage before or during scheduling.
- Registering a new patient — gets a new patient into your system so they can be scheduled right away.
Looping in your front desk
Not every situation fits an automated flow. When the assistant encounters something it shouldn’t handle alone — an unclear identity match or an unusual request — it creates a callback task so your staff can follow up personally.
A few everyday examples
- “I need to see someone next week.” The assistant confirms identity, checks availability, books the visit, and confirms the details in one conversation.
- “I’m a new patient and need to get in soon.” The assistant registers the patient, finds an opening, and books the appointment outside business hours.
- “Can you move my Thursday appointment?” The assistant confirms identity, pulls up the appointment, and reschedules it.
- “Something’s not adding up.” If identity can’t be verified, or the request needs a human touch, the assistant creates a callback task for your front desk.
FAQs
Does the assistant see a patient’s full medical record? No. It only accesses what’s needed for the task at hand — schedule availability for booking, or coverage details for an insurance check. It never browses clinical notes, test results, or chart history.
What if the assistant can’t confirm who it’s talking to? It stops there. No patient-specific information is shared or changed, and the conversation is handed to your front desk as a callback.
Is patient information kept secure? Yes. All data exchanged with your Epic system follows Invoca’s security and compliance practices.
Can we control what the assistant is allowed to do? Yes. Each capability can be turned on or off per practice or workflow — for example, if you’d rather new patients always be registered by staff, that’s easy to configure.
Where to go next
Last modified on September 25, 2026
