Healthcare AI · SaaS platform

AI Voice Agent

Clinics were missing patient calls while the front desk juggled in-person care. I designed PA, a healthcare AI voice agent that answers every call, books appointments straight into the EHR, and gives operations teams full real-time visibility.

ClientHealthcare SaaS

RoleProduct Designer

URL—

Overview

Never miss a patient call — even when the front desk is full.

PA is a healthcare AI voice-agent platform. It answers inbound patient calls, handles booking, rescheduling and cancellations, and writes the outcome directly into the practice’s EHR — so front-desk staff can focus on in-person care. I designed the operations product: the dashboards, monitoring, and configuration that let a CGM operations team run the agent across dozens of clinics with confidence.

Challenge

The hard part

Handing patient calls to an AI is a trust problem, especially in healthcare. Operations teams need confidence that the agent captures intent correctly, books the right slot, and escalates when it should. The design challenge was making an invisible, autonomous AI conversation fully observable — every intent, booking, handoff and EHR write legible, auditable, and controllable from one dashboard.

AI voice agent platform — secure sign-in

Operations dashboard — call volume, bookings and AI adoption

Research & Insights

What the research told me

Operations interviewsCall-flow mappingService blueprintingUsability testingCompliance review

IntentAI-classifiedThe agent detects why a patient is calling — book, reschedule, cancel — and routes each call automatically.

HandoffSmart escalationWhen intent is unclear or a caller is upset, the AI hands off to a human — those moments had to be impossible to miss.

EHRAuto-syncValue only lands when a booking writes straight into the practice’s EHR, so the AI-to-EHR flow had to be foolproof.

Process

How I worked

Learn the operations job

I interviewed CGM operations teams to understand how they’d supervise an AI taking real patient calls.

Map the AI call lifecycle

I blueprinted every automated step — answer, intent detection, booking, escalation, EHR write — to define what teams must see.

Design for observability

I surfaced real-time monitoring, per-call AI transcripts, and an audit trail so no agent action is ever a black box.

Make onboarding safe

I designed a guided practice registration and configuration flow so each clinic goes live without misfires.

Process monitoring — real-time call sessions and outcomes

AI voice usage — per-call consumption across sites and providers

Practice registration — sync a practice from EHR configuration

Practice registration — information, schedule resources and routing

Wireframes & Iterations

From rough to right

I iterated on the monitoring and configuration layouts — how to surface live call outcomes, handoffs, and usage without overwhelming an operations lead, and how to make practice onboarding safe on the first try. A dedicated design system kept every screen consistent across a large, data-heavy platform.

AI voice agent design system — colour, typography and components

Final UI

The shipped design

The platform pairs an autonomous AI voice agent with the operational controls to trust it. The agent answers calls, understands intent, books and syncs to the EHR on its own; the workspace makes all of that automation visible — guided onboarding, real-time monitoring, usage analytics, and a full audit trail in one consistent, data-dense product.

An AI voice agent that answers, understands intent, and books 24/7
Automatic EHR sync so every booking lands in the practice system
Real-time monitoring with AI handoff and escalation alerts
Guided practice onboarding, role-based access, and a complete audit trail

Practice configuration — activation, voice and routing setup

Registration successful — practice live with its Patient Assist number

User management — roles and access across the platform

Audit trail — chronological log of user activity and system events

Key Features & Value

Built to launch

Currently in final pre-launch, going live in the coming weeks. The platform is designed around AI-driven automation that removes the front-desk phone bottleneck — here’s what it does and the value it’s built to deliver.

24/7AI call answeringAn AI voice agent picks up every patient call day or night, so no appointment request goes to voicemail.

AutoBooking & EHR syncThe agent books, reschedules and cancels, then writes the outcome straight into the practice’s EHR.

LiveMonitoring & handoffOperations teams watch every call in real time and get instant alerts when the AI escalates to a human.

Free the front desk

Automating routine appointment calls lets staff focus on in-person patient care instead of the phone.

Capture every opportunity

Answering after hours and at peak times is built to reduce missed calls and lost bookings.

Scale with confidence

Guided onboarding, observability and audit trails let one team run the agent across many clinics safely.

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