Healthengine’s latest AI-powered tool is designed to field patient calls any time of the day or night.
Booking platform Healthengine has launched an AI-powered receptionist called Helen, designed specifically for Australian general practices.
Helen manages patient calls and appointment bookings 24/7 – potentially relieving growing administrative demands on human staff.
Dan Stinton, CEO of Healthengine, said Helen was designed to support the realities of today’s general practices.
“We carried out extensive customer research to inform this product, with at least half of incoming calls relating to patient bookings for most practices,” said Mr Stinton.
“Helen takes that routine workload off the front desk, meaning staff can focus on the patients in the room, while callers enjoy fast, friendly service any time of the day or night.”
The AI receptionist integrates securely with leading practice management software providers, including Best Practice and MedicalDirector Pracsoft, allowing seamless access to appointment schedules.
The launch follows an extensive pilot period with a range of small to large-sized GP clinics, according to the company announcement.
“This was carried out to ensure patient records were matched accurately and efficiently, with extensive security testing to protect patient data,” the company said.
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Helen was designed with strict data limitations and has no access to patient clinical records, said Healthengine.
“The AI receptionist is fully compliant with the Privacy Act 1988, and the solution integrates directly with existing practice systems, reflecting how clinics already operate without disrupting established workflows,” it said.
Key features of Helen include:
- Smart call handling – callers hear an option to speak with Helen, with multiple calls handled simultaneously at any time;
- Secure patient matching – Helen confirms the patient name, date‑of‑birth and mobile number against patient management system records before proceeding;
- Seamless booking support – patients can book, move or cancel appointments, while complex or emergency calls are transferred to staff quickly and efficiently.
For more information about Helen, click here.