A hospital call center, from department matching to follow-up calls

The situation

Phone bookings start with "Which department?"

A community hospital with orthopedics, neurosurgery, internal medicine and rehabilitation takes booking calls on one main number. Patients describe symptoms rather than departments; agents pick a department from the symptoms, then open the doctors' schedules separately to find a time.

When calls pile up around the start of morning clinics, some patients hang up while waiting. Follow-up calls after a visit happen whenever agents have time left.

Step by step

Laney's part at each step

1. 01 · Answering

   Laney answers the main number right away

   BeforeAgents picked up every call themselves, and at peak times patients waited to get through.

   With Laney

   Laney's AI phone picks up calls to the main number at once. It answers what the hospital has registered, such as hours, parking and what to bring, and keeps each call as a conversation record.

   • Laney takes phone calls, too
   • Let AI guide routine inquiries
   • Patient records in the CRM

2. 02 · Department matching

   Laney hears the symptoms and points to the department and doctor

   BeforeAgents chose a department from experience, and the guidance varied a little from agent to agent.

   With Laney

   When a patient says "My back hurts and my leg is numb," Laney points to the department and the doctors taking first visits, following the hospital's approved symptom-to-department rules.

   If an emergency is suspected or the symptoms don't fit the rules, Laney hands the call straight to an agent instead of suggesting a booking. This guidance is not a diagnosis.

   • Let AI guide routine inquiries
   • Staff step in when needed

3. 03 · Booking

   The booking is made during the call, in the doctor's open slots

   BeforeAgents kept the caller on the line while they searched the booking system for a slot and typed in the booking.

   With Laney

   Laney offers only that doctor's open times from the connected booking system and confirms the time the patient picks. It checks the name, date of birth and date once more, then records the booking in the hospital's system.

   • Only open times are offered
   • Booked within the conversation
   • Bookings land in your CRM

4. 04 · Before the visit

   Preparation goes out by KakaoTalk the day before

   BeforeAgents pulled the next day's booking list and called each patient to confirm.

   With Laney

   A confirmation goes out when the booking is made, and the day before the visit each department's preparation notes and directions follow by KakaoTalk message. If a patient calls back to reschedule, Laney handles it from the same record.

   • Routine work that runs on your conditions
   • Guidance sent as KakaoTalk templates
   • Appointment management

5. 05 · Follow-up call

   Laney makes the follow-up call on the set day

   BeforeAgents made follow-up calls when they could, and on busy days some were skipped.

   With Laney

   On the set day after the visit, Laney calls to ask how the patient is doing. If the pain has worsened or the patient wants to be seen again, Laney offers a follow-up booking or passes the call to the right staff member.

   The result stays on the patient's record, so the next agent picks up from there.

   • Laney makes the follow-up calls
   • Keep patients informed before and after a visit
   • Patient records in the CRM

6. 06 · Reporting

   The call center's status, just by asking

   BeforeThe team lead gathered call counts and bookings by department from several screens.

   With Laney

   The team lead asks the admin AI, "Show me today's bookings by department and the follow-up call results," and it lays out the conditions it used and the results.

   • Ask for the task you need
   • Appointment management

What changes

No waiting, even at peak times

Laney answers the main number at once and passes only the calls that need a person to an agent.

Also:

• Department guidance no longer varies by agent The same approved rules match every caller's symptoms to a department and doctor.
• Follow-up calls don't get skipped Calls go out on the set day, and the results stay on the patient's record.