When you call a partner agency, an AI assistant may answer

Home care agencies you work with may use an AI assistant to answer their main line.

  • It is a computer, not a person.
  • It answers day or night.
  • It takes referrals and messages and sends them to the right team.

Actors portray an agency.

Part 1

What you can do

  1. Send a new referral by phone.

    "This is Dana at Mercy Hospital. I have a discharge referral for a patient going home Friday."

    The assistant takes the patient's name and where they live. It takes who is referring and any approved hours you mention. Then the agency's office follows up with the patient or family to set up an assessment.

    See how it goes
    You

    This is Dana at Mercy Hospital. I have a discharge referral for a patient going home Friday.

    Assistant

    Thanks, Dana. Can I get the patient's name and where they'll be living?

    You

    Robert Lee, 14 Oak Street.

    Assistant

    Got it. And a callback number for you?

    You

    555-0142.

    Assistant

    Thanks. We'll get this to the branch, and someone from the office will follow up with the patient to set up the assessment.

    What happens next. The office does intake with the patient or family.

  2. Report a status change for a current client.

    "Mr. Lee was admitted last night. Please hold his visits."

    The assistant takes the report and passes it to the office right away. The office checks with the client or an approved contact before it changes the schedule.

    See how it goes
    You

    Mr. Lee was admitted last night. Please hold his visits.

    Assistant

    Thanks for letting us know. I've noted that and I'm passing it to the office now.

    What happens next. The office checks with the client or an approved contact before it changes the schedule.

  3. Ask for live coordination.

    "I need to speak with someone about a same-day discharge."

    If the agency has set up a line for outside professionals, the assistant connects you. If not, it takes a callback number and flags your message.

    See how it goes
    You

    I need to speak with someone about a same-day discharge.

    Assistant

    Let me connect you to the team. If no one can pick up, I'll take your number and flag it.

    What happens next. If no live line is set up, it takes a full message and the team calls you back.

  4. Leave a message for a specific person.

    "Please have the intake coordinator call me back."

    The assistant takes your name, number, and message, and passes it along.

    See how it goes
    You

    Please have the intake coordinator call me back.

    Assistant

    Sure. Your name and number?

    You

    Dana at Mercy, 555-0142.

    Assistant

    Got it. I'll pass that to the intake coordinator.

    What happens next. The team follows up.

Part 2

What to expect on the call

  • The assistant says its name and the agency's name at the start.
  • It asks for your name and callback number early. This is so nothing is lost if a transfer fails.
  • It repeats phone numbers back one digit at a time. Check them.
  • It will not ask you for the patient's payer details, home layout, or care preferences. Those come from the family at the assessment.
  • It confirms what happens next. For a referral, that is: "We'll get this to the branch, and someone from the office will follow up with the patient to set up the assessment."
Part 3

What the assistant will not tell you

The assistant protects client privacy. When you call about a current client:

  • It will not repeat the client's name, condition, visit times, or schedule. It waits until the agency confirms you are approved for that client.
  • It will not confirm or deny that a person is a client.
  • It will not cancel, hold, or change visits based on your call alone. The office checks with the client or an approved contact first.
  • It will not give out any staff member's or caregiver's phone number.

This is not a judgment about you. The same rules apply to every caller the agency has not yet checked.

Part 4

Reaching a person

  1. Say what you need. If the agency has set up a line for outside professionals or a general team line, the assistant connects you. If no one picks up, it takes your message. The team calls you back.

  2. If no live line is set up, the assistant takes a full message. The team follows up.

  3. For urgent client safety concerns, the assistant flags your message right away. The on-call team sees it first. If someone needs medical help now, call 911.

Part 5

Privacy and recording

You may be talking to an AI, not a person. Some agencies record calls. If yours does, the assistant says so at the start. You can ask at any time.

Part 6

Good to know

  • People think"I called in the referral, so intake is done."
    What really happensThe assistant collects the referral and passes it on. The agency's office does intake with the patient or family. Follow up with the office if you have not heard back.
  • People think"I told it to hold the visits, so they are on hold."
    What really happensThe assistant reports the change to the office. The office checks with the client or an approved contact before the schedule changes.
  • People think"It would not confirm anything about my patient."
    What really happensThat is by design. The assistant does not share client details with callers the agency has not checked. Once your role is confirmed, the office can talk with you directly.

The assistant is one more way to reach the agency. Say what you need and give clear details, including a good callback number.