AI front desk, powered by JaneJack.ai
An AI receptionist for your practice that answers when your team cannot.
Our AI front desk is powered by JaneJack.ai, a product we build and run ourselves. It answers common questions, takes appointment requests or books within the rules you set, and hands off to your staff when a person should take over.
The calls a practice misses
A front desk is busiest at exactly the moments new patients tend to call: first thing in the morning, at lunch, right after work. Staff are checking someone in, on another line, or handling insurance. The call goes to voicemail, and some people who reach voicemail simply call the next practice on the list instead of leaving a message. To measure how many calls you miss now, see missed calls in a medical practice: how to measure them.
An AI front desk does not replace your team. It catches the calls they cannot get to, answers the routine questions they hear all day, and passes anything that needs a person to a person. To see which hours your calls go unanswered, our guide to call tracking for medical practices explains how to measure calls, and what to settle about recording first.
Why JaneJack
JaneJack.ai is our own product, so the team that sets it up for your practice is the team that builds it. When you need a change, you talk to us, not a support queue at a third party.
What it does, and what it does not do
What it does
- Answers questions about hours, locations, parking, directions and services
- Explains which insurance you accept and how new patient visits work, using your approved answers
- Takes appointment requests, or books directly within the rules you set
- Collects a name, a callback number and the reason for the call in general terms
- Passes calls and messages to staff by the rules you choose
- Lets your team see each conversation so nothing is lost between shifts
What it does not do
- Give medical advice, diagnose or suggest treatment
- Tell a caller whether a symptom is serious
- Handle emergencies: callers who describe an emergency are told to call 911, or are handed to staff right away, by your rules
- Make up answers it was not given. If it does not know, it says so and offers a callback
- Discuss test results, prescriptions or anything clinical
When it picks up: you choose
After hours
Evenings, nights, weekends and holidays. Patients get an answer and a next step instead of a recording. That matters for cancellations too; see our guide to no-show policies. Callbacks from recall messages arrive at busy times as well; our guide to a patient recall system covers the messages that bring them. Answered calls are one part of keeping patients; our guide to patient retention strategies covers the rest.
Lunch
The hour when the front desk steps away, and when many working patients call.
Peaks
Picks up when your team cannot get to the phone. We agree the exact routing with you during setup.
All day
The first answer on every call, with staff taking over for anything that needs them.
You can change the schedule any time, for example all day during a staff shortage and after hours only once you are fully staffed. If you are still choosing between this and a live service, see medical answering service vs AI receptionist.
Hand-off rules you control
The most important part of setup is deciding when a person takes over. We write these rules with you, test them, and change them as you learn.
- Clinical questions go to staff or a callback, never answered by the AI
- Urgent concerns transfer live during office hours, or follow your after-hours instructions, such as the on-call line
- Existing patients with billing or record questions get a callback from the right person
- Anyone who asks for a person gets one, or a clear callback time
- Upset callers are passed to staff rather than kept in a loop
Illustration
A caller at 7 pm asks if the practice treats a child’s sore tooth tomorrow. The AI front desk explains new patient hours, takes an appointment request with a callback number, does not comment on the tooth, and flags the request for the morning team.
Illustration of how hand-off rules work, not client data.
How setup works
- DiscoveryWe listen to how your front desk answers today and list the questions you get most. Our new patient call sheet is a good place to start.
- Answers and rulesYou approve every answer, the booking rules, hand-off rules and emergency wording.
- Voice and greetingGreeting, practice name and tone set to match your practice.
- TestingWe call it ourselves, with real and awkward questions, and you test it too before it goes live.
- Go live and reviewIt starts on the schedule you chose. We review conversations with you and adjust.
Dental offices and med spas
The same tool, set up very differently, because the calls are different.
AI receptionist for a dental office
Dental calls are often about tooth pain, a broken tooth, cleanings, insurance plans and new patient availability. The AI front desk answers insurance and scheduling questions, takes new patient requests, and sends anything that sounds like pain or swelling to your urgent hand-off rule, without judging how serious it is. Recall and hygiene requests can go to a separate queue for your team. See dental marketing.
AI receptionist for a med spa
Med spa callers ask about treatments, how long a visit takes, consultations, pricing ranges you choose to share, and evening availability. Many call after work or late at night. The AI front desk explains services in your approved words, books consultations, and leaves suitability and medical questions to your licensed staff. See med spa marketing.
Privacy and patient information
We confirm in writing what a BAA covers before any patient information flows through a tool, and if it is not covered, we do not route patient information through it.
In practice that means we limit what the AI front desk collects to what your team needs to call back, and we go through with you where conversation data is kept and who can see it before go-live. Your practice remains responsible for its own HIPAA program, and we work within it. If you are considering a chat widget on your website as well, see AI chatbots on practice websites: privacy questions to answer first. Health apps and online programs that sit outside HIPAA fall under a separate federal rule, explained in our guide to the FTC Health Breach Notification Rule.
Before you choose any AI receptionist, ours or another, read AI receptionist for a medical office: what to check.
AI front desk questions
Will patients know they are talking to an AI?
We recommend that it does, and we set up the greeting with you. Callers can always ask for a person, and it hands them to your staff under the rules you set.
Can it book directly into our schedule?
It can take appointment requests for your team to confirm, or book directly within rules you set, depending on your scheduling setup. We confirm what is possible with your system during discovery.
What happens if someone describes an emergency?
It tells the caller to hang up and call 911, or hands the call to staff or your on-call line, following the rule you approve. It does not assess symptoms. For how walk-in clinics should word emergency guidance across the site and ads, see urgent care marketing.
Does it replace our front desk staff?
No. It covers the calls they cannot get to and the routine questions, so your team has more time for patients in the office and calls that need a person.
How does the AI front desk handle HIPAA?
We confirm in writing what a BAA covers before any patient information flows through a tool, and if it is not covered, we do not route patient information through it.
Client work
Creahive has built and run websites for health organizations, among them Integrative Endocrinology, Connective HS, Better Cancer Answers and Predict Your Risk. See our work for what we did for each, or the full partner list at creahive.com.
Want a second pair of eyes on your patient path?
Book a practice review. We look at how patients find you, what they see on your site, what happens when they call, and what you can measure today. You get a plain list of what we would fix first.