With Retell, we’ve increased scheduling NPS by 38%, and filled underutilized provider capacity, allowing our team to focus on meaningful patient care instead of phone tag.
-p-130x130q80.avif)
AI medical answering service for medical offices and physicians
5.0
ON G2
Retell AI answers every call to your medical office, books and reschedules appointments, and gets urgent messages to the physician on call with the caller's details attached. It runs under a signed BAA. Callers ask whether it sounds like a real person, so listen to a call first and decide for yourself.
Trusted by over 4,000 businesses powering 100+ million calls per month.
.svg)
.svg)
.svg)
.svg)
.svg)
.svg)
.svg)
How It Works
Launch your AI medical answering service in four steps.
Configure the agent
Build it yourself on the API and SDK, or have our team or a certified partner build it for you. Set the greeting, the questions the agent asks, the escalation rules for your on-call physician, and the practice information it answers from: hours, providers, locations, and plans accepted.
Test it on real call scenarios
Run simulated calls before the agent touches a live line: a new patient booking, a refill request, an insurance question, and a symptom call that has to reach the on-call physician. Each test case is graded, so you see where the agent guesses instead of checking your data.
Connect your number and go live
Import your existing practice number over SIP trunking, or take a new number. Go live on one line or one location, confirm the patient experience, then expand to the rest.
Monitor and retrain
Every call is transcribed, and post-call extraction records the fields you choose, such as appointment booked, message sent to the on-call physician, or transferred. Listen to a live call, take it over when you need to, and retrain the agent from the calls it handled badly.
Use Cases
What the agent handles for medical offices and physicians
The call that cannot wait: a symptom call for the physician on call
It collects the caller's name, callback number, symptom, and how long it has been going on, then follows your escalation rules. Urgent calls go to the on-call physician as a warm transfer with a private briefing, or as a structured message with the transcript attached instead of a one-line page. Routine calls get booked. It does not diagnose or make a clinical judgment call.
Is this the same as a medical office answering service?
It is the same job, done by a voice agent instead of a message-taking service. A traditional medical answering service takes a message, queues callers when operators are busy, and often bills per call or on a monthly contract. The agent answers calls in parallel, answers the patient's question from your own data, and completes the task on the call. You pay per minute, with no contract.
The calls it handles for medical practices
It covers appointment scheduling and rescheduling, prescription refill requests, test result callback requests, new patient intake, and questions about plans accepted and billing policies. Anything account-specific goes to your billing staff with the context attached. Boosted keywords help it hear the words your patients use, such as referral, copay, and prior authorization.
What are you losing after hours today?
Calls roll to voicemail or a message-taking service, and same-day symptom calls wait until morning. The agent answers nights, weekends, and holidays the same way it does at 2pm, and anything urgent goes to whoever is on call that night.
Does it connect to Epic or our EHR?
Retell does not ship a prebuilt Epic or EHR connector. If your EHR or practice management system has an API, the agent reaches it through custom functions during the call, for example to check open slots or look up an appointment. Calendly, Cal.com, and GoHighLevel calendars connect natively, and so do Salesforce, HubSpot, and Microsoft Dynamics 365. Many practices start with a webhook that drops each call's details into the queue staff already work from.
Behavioral health intake and callers in distress
It asks only for what your intake requires, keeps a steady tone, and hands off to your team right away when a caller sounds distressed or a question needs clinical judgment. You decide which topics always go to a person, and whoever picks up gets the full context. Home health agencies can start from the home health answering service, and health systems from the hospital answering service.
Built for Contact Centers, Not Demos
Retell is the AI Voice Platform Enterprise Contact Centers Run On
Retell lets you build, test and deploy AI phone agents that handle real call volume, so your team spends its time on the conversations that need a person.
Feature
Why medical offices choose Retell AI over a message-taking service
Escalation rules your practice owns
You decide which calls reach a person: symptom calls, callers who ask for the doctor, anything the agent cannot verify, and topics your practice always routes to staff. The rules live in the agent's instructions, and you change them yourself in the dashboard, so a new on-call policy takes effect when you publish the new version.
Answers from your practice's own information
Link a knowledge base built from your website, documents, or Google Drive, OneDrive, and Notion files, and turn on auto-refresh so it re-syncs every 24 hours. Patients hear current hours, providers, locations, and plans accepted, not last quarter's.
Warm transfers with the context attached
When a patient needs a person, a warm transfer waits for a real person to answer, briefs them privately on who is calling and why, then connects the caller. The transcript and recording are there after the call, so nobody starts from zero.
Every line answered, including Monday morning
Calls bunch up on Monday mornings and after holidays. The agent answers calls in parallel, with 20 concurrent calls included on pay-as-you-go and more on demand, and burst mode absorbs spikes above your limit. Patients say what they need in plain language, with no press-1 menu, and the agent can run in Spanish or any other supported language.
Bookings, messages, and transfers on every call
Post-call extraction records the fields you define on every call, such as appointment booked, message sent to the on-call physician, or transferred to staff. The analytics dashboard charts them by agent and by hour, and alert rules email or webhook you when the transfer rate or call volume crosses a threshold.
-p-130x130q80.avif)
-p-130x130q80.avif)
-p-130x130q80.avif)
- Hubspot
- Twilio
- Vonage
- Go High Level
- n8n
- Zapier
- Salesforce
- Hubspot
- Twillio
- Vonage
- Go High Level
- 8n8
- Zapier
- Salesforce
- Avaya
- Genesys
- Five9
- Amazon Connect
- Telnyx
- Make
- Cal.com
.svg)
- Avaya
- Genesys
- Five9
- Amazon Connect
- Telnyx
- Make
- Cal.com
Pricing
Cut Costs by 90% with AI phone Agents
Pay as you go
$0 to start.
$0.07–$0.31 per minute – Pay only for what you use.
60 mins of free access.
20 concurrent calls.
10 Free Knowledge Bases.
Enterprise Plan
For companies with large volumes, data or deployment requirements, or support needs.
White glove service for your use case.
Premium support with dedicated solution engineer teams.
Custom pricing and concurrent calls based on your needs
FAQ
Frequently asked questions.
Do you sign a BAA for a medical practice?
Yes. Retell's Business Associate Agreement is self-signed at click-agreements.retellai.com, at no extra fee, and it needs to be in place before protected health information goes through a call. Retell is HIPAA compliant, SOC 2 Type 1 and Type 2 certified, and GDPR compliant, and the reports are in the Retell compliance trust center.
Can the agent relay messages to my on-call physician?
Yes. It captures the caller's name, callback number, and reason for calling, then follows the escalation rules you set: a warm transfer to the on-call physician, or a structured message with the transcript attached, sent by webhook to wherever your on-call team works. You get more than a callback number and a name.
Does Retell diagnose or triage patients over the phone?
No. It answers calls, books appointments, and relays messages, but it does not give medical advice or make clinical decisions. It routes by what the caller says against the rules you configure, and anything that needs clinical judgment goes to your staff or the on-call physician.
How does it verify a patient before routing the call or sharing details?
You decide what it asks, typically name, date of birth, and callback number, and a custom function checks those against your system before the agent shares appointment details. The inbound call webhook passes the caller's number before the call starts, so the agent can load the right record from the first sentence.
How much does an AI medical answering service cost per month?
Retell is usage based: $0.07 to $0.31 per minute on pay-as-you-go, depending on the voice, model, and telephony you pick, with $10 in free credits and no contract. 20 concurrent calls are included, and more cost $8 per concurrent call per month. Your monthly cost is your call minutes times your rate, and the calculator on the pricing page does the math.
Can patients book and reschedule appointments through the agent?
Yes. Connected to your calendar, it checks availability and books or cancels during the call, and Cal.com and GoHighLevel calendars also support rescheduling. Calendly, Cal.com, and GoHighLevel connect natively, and other scheduling or EHR systems connect through custom functions if they have an API. It hands off to staff when a request falls outside what you have configured.
Does it work for urgent care, home health, or therapy practices?
Yes. You configure it around each provider's own call types, such as wait-time questions on an urgent care line, visit schedule changes at a home health agency, or intake calls at a therapy practice, and it follows that provider's scheduling, intake, and escalation rules.
Does it sound like a real person?
Listen to a call and judge for yourself. You choose the voice, the agent handles interruptions and natural turn-taking, and you can have it say it is an AI agent at the start of the call if you prefer.
Can I keep my existing practice phone number?
Yes. Import your existing number over SIP trunking and patients keep dialing the number they already have, or buy a new number in Retell. You can start on one line or one location before extending the agent to the rest.
Can it answer patients in Spanish or other languages?
Yes. Set the agent to Spanish or any other supported language, or select several languages so it detects which one the caller speaks. A single-language agent is more accurate, so pick the smallest set you need.
