AI Receptionist
Inbound voice agent answering calls for Ortho1 Surgical Group — scheduling, prep questions, prior auth status, post-op concerns, refills, results, and family inquiries. Multi-language, transfers to staff only when needed, full transcripts in Athena.
Built natively on Ohtari · not a separate vendor
This receptionist is a workflow + skills your practice owns. Edit the workflow to change behavior, edit a skill to change how it answers — no vendor tickets, no data leaving your stack.
Skills · 7
Connected
Athena (read/write)
Twilio voice
eFax
Availity
Calls today
87
↑ 12 vs yesterday
Containment rate
78%
Resolved without transfer
Avg handle time
3:04
Median across all intents
Transfer rate
14%
Routed to staff
After-hours
22%
Calls answered overnight
Caller CSAT
4.6/5
Post-call survey · 87% response
Hourly call volume — today
Peak: 8 AM (14 calls)
Live count. Peak hours typically drive transfer requests; the receptionist is sized to handle peak without queueing.
Top intents · last 24h
Each intent maps to a Skill. The resolved % shows AI containment for that intent type.
Surgery scheduling
22
Prior auth status
18
Post-op concerns
14
Insurance / billing
12
Refill requests
9
Referral intake
7
Pre-op questions
5
Why the AI transferred · last 24h
14% transfer rate · 12 transfers
Transfers happen only when a skill flags a clinical or policy edge case. Every transfer creates a tagged transcript for review.
Clinical decision needed
6
Pain 8/10 day 9 post-TKA → surgeon nurse
Controlled substance refill
4
Tramadol refill → callback for e-Rx
Insurance contract / appeal
2
Out-of-network estimate → biller