Getting started with Genius Care
What happens to a call once Genius Care answers it: forwarding your number, what the agent handles on the call, and the record your team gets after.
Updated
Genius Care answers your practice's phone with an AI receptionist. Setup is a forwarding rule, not a phone system replacement. This page walks the path a call takes so you know what to expect before the first ring.
1. Forward your number
Your existing business line forwards to the agent. There is no new phone system and no hardware; the forwarding rule lives with your current carrier. Most practices start by forwarding overflow (calls that ring past the front desk) and after-hours calls, then widen the rule once they have listened to a week of summaries.
2. The agent answers
The receptionist opens by identifying itself as an AI assistant and greets callers by your practice name. On the call it can:
- answer questions about hours, location, and services from the material you give it,
- check availability and book, cancel, or reschedule an appointment,
- look up an existing patient and add a caller to the waitlist,
- escalate an emergency or transfer the caller to a person when the call needs one.
Those are implemented capabilities of the voice receptionist. Which ones are switched on, and what the agent is allowed to say, is configured per practice during onboarding. The agent does not give medical advice; clinical questions route to a person (see Escalation and after-hours).
3. Your team gets the record
Every call ends as a summary with action items for your team. Scheduling writes go through an adapter layer with confirmation and bounded retries; if a write cannot be completed on the call, it lands in a staff reconciliation queue rather than disappearing. Nothing goes to a voicemail box that nobody checks.
By default the agent books into Genius Care's own scheduling datastore. Connectors for practice-management and EHR systems are configured separately per practice; ask during onboarding which connector fits yours.
What you choose during onboarding
| Decision | Default | Notes |
|---|---|---|
| Hours the agent answers | Overflow + after hours | Widen to all hours whenever you are ready |
| Booking rules | Availability from your schedule | Visit types, buffers, and who can book what |
| Escalation rules | Emergencies and clinical questions transfer | You name the on-call number per hour band |
| Practice facts | Hours, address, insurance accepted | The agent only answers from what you provide |
Next
- Plans and call caps: pick a tier from your monthly call volume.
- Escalation and after-hours: who gets the urgent call at 2am.
- Want to hear it first? The Genius Care page has a live demo button.