AI BriefingBuilding a Healthcare Inbound Appointment Scheduling Agent with ElevenAgents
Key point
This article introduces how to build an inbound appointment scheduling agent specialized for healthcare environments using ElevenLabs Agents.
Details
Phone appointments, a primary channel for medical services, frequently suffer from bottlenecks due to calls outside business hours and excessive workload. Data indicates that approximately 30% of appointment attempts occur outside business hours, leading to missed appointments and overburdened front desk staff.
By leveraging ElevenLabs Agents, repetitive and predictable scheduling tasks can be automated. Healthcare agents must go beyond simple voice capabilities to include identity verification, security guardrails, escalation to human agents, and integration with actual scheduling systems.
This guide covers building an end-to-end workflow that performs booking, changes, and cancellations by integrating Twilio, HAPI FHIR (EHR sandbox), and Cal.com.
The key workflows are as follows:
- Call Initiation: Identifying patient intent and greeting
- EHR Validation: Verifying patient information via EHR (Electronic Health Record)
- Verification: OTP (One-Time Password) authentication via SMS
- Booking/Change: Creating appointments, rescheduling, and canceling via calendar integration
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