Healthcare Workflow Automation — Clinics & Medical Offices

Clinic reception teams are overwhelmed. Between managing appointments, inbound calls, reminders, prescription renewal requests, and administrative questions, the workload is considerable.

The direct consequences for patients and the practice:

• Excessive phone wait times for patients
• Missed appointments due to ineffective reminders
• Overloaded reception staff, less available for patients who are present
• CDCP and other dental benefit calls not managed effectively
• Revenue loss from unfilled no-shows

Healthcare workflow automation offloads these repetitive tasks while maintaining a quality patient experience.

Nova AI answers your clinic or medical office's inbound calls, 24/7, in French and English. For appointment requests, Nova collects the necessary information:

• Patient name and file number (if applicable)
• Nature of the consultation (follow-up, first appointment, minor urgency)
• Preferred practitioner if available
• Patient availability

Appointment requests arrive in your dashboard for confirmation by your team, or can be integrated directly into your practice management software depending on the configuration.

A no-show represents lost revenue and an empty slot that could have served another patient. Automatic reminders significantly reduce unjustified absences.

Our system automatically sends:

• An SMS reminder 48 hours before the appointment
• An SMS reminder 24 hours before, with option to confirm or cancel
• In case of cancellation, a notification to your team to fill the slot

Patients can confirm by replying "YES" or "OUI", cancel by replying "NO" or "NON" — without calling the clinic.

The Canadian Dental Care Plan (CDCP) has generated a significant increase in calls to Canadian dental offices. Thousands of patients call to check their eligibility, understand their coverage, or plan their covered treatments.

Nova AI can be configured to:

• Inform patients about the CDCP and the steps to follow
• Collect coverage information before the appointment
• Distinguish CDCP administrative calls from medical emergencies
• Transfer complex cases to your reception team

Not all inbound calls at a clinic are equal. Nova AI automatically distinguishes:

• Emergencies — Transferred immediately to a healthcare professional
• Appointments — Handled automatically or queued in the dashboard
• Administrative questions — Answered automatically (hours, address, parking, documents to bring)
• Prescription renewals — Information collected and transmitted to the medical team
• Test results — Transferred to the relevant practitioner

The confidentiality of health information is a legal obligation in Canada. Nelvox designs its systems with these requirements in mind:

• Call recordings are treated with the same level of protection as patient files
• Nova AI collects only the information necessary for appointment management
• Data is hosted in secure environments compliant with Canadian standards
• Your team retains full control over what is automated and what is managed manually