Know why a visit was lost
Booked, rescheduled, canceled or lost, with the reason when a patient hung up without a visit.
Medical, dental and eye care
Better patient calls. A fuller schedule.
icepac.ai scores each position at your front desk on the patient calls you record, then keeps your schedule full: after-hours callers booked, visits confirmed, cancellations refilled, no-shows rebooked and overdue patients recalled. Every recorded call is summarized and ready for the patient chart.
Sample call, scored
- Staff Good morning, eye clinic, this is Jen. How can I help?
- Caller I need my yearly eye exam. I'm almost out of contacts, too.
- Staff Sure. Can I have your name and date of birth?
- Caller Daniel Rivera, July 9th, 1974.
- Staff Thanks, Daniel. Dr. Nguyen has Friday at 1:30 for an exam and contact lens fitting. Does that work?
- Caller Friday works.
Sample call with a made-up practice, staff member and patient. Names, times and scores are illustrative.
Team scoring
See who books best, and where patient calls stall
Front desk, scheduling, check-in and billing each get a scorecard built on what a practice runs on, so you know who books best, where insurance questions stall and who skips the identity check.
Coverage questions answered
Did someone ask vision plan or medical? Was the member ID captured? Unanswered coverage questions are flagged for billing.
Frustration caught before the review
Patient sentiment at the start and end of each call, so a frustrated caller is noticed before the review is written.
Identity checked before details
Was identity confirmed by name and date of birth before details were shared? Calls that skip the check are surfaced for coaching.
Fewer steps to a booked visit
How many questions and transfers it took to get a time, so you see where scheduling slows patients down.
No forgotten callbacks
Every "we'll call you back" is logged with an owner, and stays open until someone follows through.
After-hours appointment assistant
Patients who call after 5 get a visit, not voicemail.
Patients call after work and on weekends, and voicemail sends some of them to an urgent care or another practice. The AI appointment assistant answers whenever your office is closed (evenings, weekends and holidays, on the hours you choose) and books the visit. It covers hours nobody was staffing, so it adds visits without replacing anyone.
- Verifies name and date of birth before it books or shares anything
- Books routine and medical eye visits by provider, office and visit type, then confirms by text
- Sends sudden vision loss, flashes, new floaters or an eye injury to your on-call line
- Speaks English or Spanish and does not give medical advice
- Leaves your team a summary of each overnight call for the morning
Keep every chair full
A canceled exam, refilled before the chair sits empty
A slot two weeks out is much easier to fill than one two days out, so the assistant starts the moment a visit is canceled.
- Monday: a patient cancels Thursday's 2:15 exam.
- Right away: the AI texts waitlist patients who asked for an earlier Thursday visit with that provider.
- Tuesday, 48 hours out: nobody has taken it, so the AI calls them one at a time and offers the slot.
- Filled: a patient moves up the exam they were waiting for. Only patients who opted in to be contacted hear from it.
- Fewer no-shows. Every exam confirmed by call or text, so a patient who cannot make it frees the slot for the waitlist early.
- Missed exams rebooked. A same-day call books a new time, so the exam is delayed, not lost.
- Recalls that book. Annual, diabetic and contact lens recalls booked on the spot, filling the schedule weeks out.
See it fill a canceled slot and rebook a no-show in your free demo
Your EMR and the patient chart
Recorded calls summarized for the chart. No retyping.
Callers are matched to their chart, transcripts and summaries are attached, patient history pops up when the phone rings, and bookings land on the schedule your team already uses. icepac.ai connects with the EMR and practice-management systems practices use, and it runs on your cloud phone system and website chat.
Bring your system to the demo
Tell us which EMR or practice-management system you use, and we will show calls scored, charted and booked against a schedule set up like yours.
For practice managers
Find the patients who slipped through
Lost bookings, won back
A daily list of callers who asked for a visit and did not get one, with the transcript and a callback button.
Staff for the calls you actually get
Order status, billing, rescheduling, new patients: see what drives call volume by office and by hour, and staff for it.
Warmest LASIK and cataract leads first
Cataract and LASIK inquiries scored for interest and tracked until a consult is booked, so your surgical coordinator works the warmest leads first.
Recall results, office by office
See how many annual, diabetic and contact lens recalls, made by your staff or the assistant, turned into booked visits at each office.
Urgent symptoms flagged
Calls that mention sudden vision loss, flashes, new floaters or an eye injury are marked urgent, and a live alert can reach your staff.
Every office, one view
Answer rates, booking rates and sentiment by location, one queue for central scheduling, and one weekly report for the group.
Every recorded eye-care call is also tagged: routine or medical visit, order status, and referrals, ready for your team.
Built for privacy
Patient information handled with care
Automatic redaction, locked protected fields with a logged reveal, role-based access, and identity checks before anything is shared.
Built for HIPAA: we sign a business associate agreement (BAA), and patient details are protected by identity checks, redaction, locked fields and logged access.
What does icepac.ai score on patient calls?
The practice scorecard grades scheduling outcome, insurance questions, patient sentiment and protected-information handling, plus booking effort and callbacks promised. You can change any line on the industry scorecard to match how your practice works.
How does icepac.ai protect patient information?
Built for HIPAA: we sign a business associate agreement (BAA), and patient details are protected by identity checks, redaction, locked fields and logged access. Callers confirm identity before anything is shared, card and Social Security numbers are redacted, protected fields stay locked until a permitted role reveals them, and connections are encrypted in transit.
Can front desk staff see a patient's date of birth in a transcript?
Only the roles you allow. Protected fields stay locked for everyone else, and every reveal is logged with who opened it and when. The Trust page explains where call data lives.
Do we have to use the AI appointment assistant?
No. Team scoring and call analysis work on the calls your staff answer. You can add the AI appointment assistant for after-hours booking, confirmations, cancellation fill, no-show rebooking and recall; larger groups can also have it take all scheduling calls.
What happens when a caller describes urgent symptoms?
Calls that mention sudden vision loss, flashes, new floaters, an eye injury or any other symptom on your urgent list are flagged urgent. If the AI appointment assistant answers, it passes the caller to your staff right away and is set up not to give medical advice.
Free demo
See your patient calls scored
We will walk through patient calls like yours, set up for your offices, providers and visit types, scored on the practice scorecard, with the reports your managers would get. The demo is free and takes about 20 minutes.
- We set up the practice scorecard for each position at your front desk.
- We count your after-hours calls from a call log export from your current phone system.
- You hear the appointment assistant book a visit and refill a canceled one.
- You leave with your after-hours call count and a starting scorecard for your team.
Rather talk now? Use the chat button in the corner.
Or call 800-423-3221