Where does voice AI fit in a pain management practice?

Pain care runs on timing rules

Injections, follow-ups and video visits in pain management all run on rules, some clinical and some set by payers. You write those rules into the agent in Dialog Studio (formerly Agent Studio), and it applies them on every call. These are examples of what teams build in.

Injections and procedures inside your timing rules

Your physicians set how far apart injections of the same type can be, and payers add their own timing rules. A caller who says "I'm due for my next nerve block" gets a slot that respects the gap since the last one, because the agent checks the date where your system shows it. Requests outside those limits go to your team.

Follow-ups with the same provider

Pain care depends on continuity, so you can tell the agent to book follow-ups with the patient's usual provider and offer someone else when your rules allow it.

Video or in person, by your rules

You decide which visit types can happen by video. The agent offers telehealth for those and books an in-person visit for the rest, so a patient who needs a hands-on exam doesn't end up on a video call.

Patients who've fallen behind

From a list your team provides of patients who haven't been seen within the window you set, the agent sends a reminder by voice or SMS and books on the same call.

Medication questions stay with your clinicians

The agent does not discuss or approve medication, and it does not give medical advice, because we believe every question about a prescription, a controlled substance or a refill belongs with your clinical staff. It routes those calls straight to them with the patient's details and the reason for the call. Symptoms your clinicians flag as urgent go to a person at once. Wren, the agent inside Dialog Studio, reviews live calls and drafts a fix on a branch with tests, and a person approves every change.

Bookings land in the EHR you run

For your IT team: PolyAI books inside ModMed during the call over FHIR R4 with OAuth 2.0, and every request is logged for audit. PolyAI also connects to Epic through SMART on FHIR and to athenahealth. Patient data runs under HIPAA Security Rule controls examined within our SOC 2+ report, and a business associate agreement (BAA) is available for eligible healthcare deployments.

What a community health center sees

Howard Brown Health, a federally qualified health center in Chicago, uses its PolyAI agent for appointments and prescription refill requests, and sends anything that needs a clinician's judgment to its staff. Average handle time on routine requests fell 72%. "Being able to contain routine calls freed up our staff to focus on the tasks that are most valuable and require additional nuance," says Lauren Sullivan, its Chief Information Officer.