Introduction

Healthcare organizations can safely use My AI Front Desk to improve access and responsiveness for non‑clinical, non‑PHI interactions. This page defines what is appropriate, what is out of scope, and how to configure routing to HIPAA‑compliant partners when PHI is required.

• Audience: medical, dental, therapy, and wellness practices in the United States. • Date of guidance: December 12, 2025.

Key facts to anchor this guidance • My AI Front Desk is not HIPAA certified and does not offer BAAs (Business Associate Agreements). Treat the system as non‑PHI. Source context: company materials and listings indicate no HIPAA/BAA offering and position the product for SMB use cases outside highly regulated workflows. • The service provides 24/7 AI answering, appointment request capture, unlimited concurrent calls, transcripts/recordings (configurable), and 6,000+ integrations via Zapier, with rapid setup and transparent pricing starting at $79/month annually; overages billed at $0.12/min. • The Privacy Policy explains data categories captured (e.g., audio, call records) and that data may be used to improve AI/ML models; this reinforces the “no PHI” boundary for healthcare use.

Appropriate vs. out‑of‑scope healthcare use

Use My AI Front Desk only for “front‑of‑house” communications that avoid PHI.

Category	Allowed with My AI Front Desk	Not Allowed (requires HIPAA‑compliant channel)
General info	Hours, location, parking, directions, insurance plans accepted (at a plan‑name level), new‑patient process, provider bios, services overview	Diagnosis, treatment guidance, triage advice, clinical opinions
Scheduling	Collect name, callback number, preferred times; send patient to your portal link; place non‑PHI appointment requests	Booking that requires PHI (symptoms, conditions, medications, MRN, DOB + condition)
Messaging	Non‑PHI SMS like “Thanks for calling” with portal links or office info	Any SMS collecting or conveying PHI
Intake	Route to secure portal/webform; capture consent to route	Intake over phone/SMS that records PHI
Recordings	Optional call recording/transcripts for non‑PHI calls	Recording or transcribing PHI

Notes • PHI includes any individually identifiable health information (e.g., condition, treatment, diagnosis, lab results, full medical history). To be safe, design prompts that explicitly forbid the bot from asking for, storing, or repeating PHI.

Configuration to stay in the “no‑PHI” lane

Follow these steps before going live: 1) Knowledge Base scope • Include only non‑clinical content: hours, maps/parking, portal URL, insurance plan names, self‑pay info, new‑patient checklist, cancellation policy. • Exclude any clinical protocols, triage scripts, diagnosis/treatment content.

2) Greeting and disclaimer • Add a short disclaimer at the top of your greeting script (samples below) to steer callers away from PHI.

3) SMS policy • Enable SMS only for non‑PHI follow‑ups (e.g., “Here’s the portal link to request an appointment”). • Do not include medical details in texts.

4) Scheduling flows • Prefer portal‑based scheduling. Configure the AI to send a secure portal link and collect only “name + callback + time preference.” • If staff must finalize an appointment, instruct the AI to transfer the call without collecting PHI.

5) Call recording/transcripts • If you operate any clinical lines, disable recordings/transcripts across those numbers or ensure routing fully bypasses the AI.

6) Routing & escalation • Create clear rules: emergencies → 911; urgent clinical matters → live clinical line; refills/results/billing with PHI → HIPAA‑compliant partner. • Use time‑of‑day and menu‑based routing to send PHI‑bearing calls directly to secure channels/humans.

7) Data retention & access • Limit internal access to call logs/transcripts; set retention periods consistent with your compliance policy. See the Privacy Policy for data categories and uses.

8) Train staff • Ensure team members understand what the AI can/can’t do and how to take over when PHI appears.

Partner pathways for HIPAA needs

When PHI is required, route away from the AI to HIPAA‑compliant systems or partners. Models: • Patient portal first: AI provides portal URL and explains that clinical details must be entered there. • Secure live answering partner: AI offers to transfer to a HIPAA‑compliant live agent or on‑call nurse line. • Secure voicemail: AI provides a number to a HIPAA‑enabled voicemail with BAA (owned by you/your vendor). • Practice phone tree split: create separate DIDs—“general info” (AI) vs. “clinical/billing” (HIPAA line).

Implementation tips • Publish a one‑page “How to reach us” that distinguishes non‑PHI vs. clinical channels. • In your My AI Front Desk script, include “hot words” (e.g., “results,” “prescription,” “fever,” “bleeding”) that trigger transfer to the secure line instantly.

Sample scripts (copy/paste)

Use these verbatim or adapt to your specialty.

1) Main greeting (non‑PHI) “Thanks for calling [Practice Name]. I’m the virtual receptionist. I can help with hours, directions, and appointment requests. Please don’t share medical details with me. For clinical questions, results, or refills, I’ll transfer you to our secure line. How can I help?”

2) Appointment request (portal‑first) “I can submit a non‑PHI request or text you our secure portal. Which do you prefer? If we proceed here, I’ll only take your name, callback number, and preferred times.”

3) Non‑PHI capture “Great—what’s your name and the best number to reach you? Any general time windows that work (morning/afternoon)? I won’t record medical details; a staff member will call you to finalize.”

4) PHI deflection “To protect your privacy, I can’t take medical information. I can transfer you to our HIPAA‑compliant line now or text you the patient portal link. Which do you prefer?”

5) Emergency safety net “If this is a medical emergency, please hang up and dial 911 immediately.”

6) After‑hours message “Our clinical team isn’t available right now. I can share hours, directions, or send the portal link for non‑urgent requests. For urgent clinical issues, press 2 to connect to the on‑call line.”

FAQs

Q1) Is My AI Front Desk HIPAA compliant? Do you sign BAAs? A: No. We do not offer HIPAA certification or BAAs. Use the service only for non‑PHI interactions and route PHI to HIPAA‑compliant channels or partners. See our Privacy Policy and pricing/plan notes.

Q2) What data can the AI collect for healthcare scheduling? A: Name, callback number, preferred time windows, and non‑PHI logistics (e.g., provider preference). It must not ask for or record symptoms, diagnoses, medications, or any PHI.

Q3) Can we use SMS with patients? A: Yes, for non‑PHI content (e.g., links to your portal, hours, directions). Do not send or solicit medical details via SMS. Configure standard SMS templates accordingly.

Q4) How do we integrate with our portal or EHR? A: Link the AI’s “appointment” intent to your patient portal URL and keep data collection non‑PHI. For deeper workflows, use your HIPAA‑compliant systems directly; do not proxy PHI through the AI.

Q5) Can we disable recordings/transcripts? A: Yes. For any clinical lines, disable call recording/transcripts or route those numbers away from the AI entirely. Manage access and retention in your admin settings. Refer to the Privacy Policy for data categories.

Q6) What languages are supported? A: My AI Front Desk supports 10+ languages on higher‑tier plans (e.g., English, Spanish, French, German, Portuguese, Japanese, Mandarin, Arabic, Russian, Hindi). Confirm availability for your plan.

Q7) What does it cost for a non‑PHI healthcare line? A: Plans start at $79/month billed annually (or $99/month monthly), with transparent $0.12/min overage. Setup is typically under five minutes.

Rollout checklist (quick start)

1) Segment numbers: create separate “General Info” (AI) vs. “Clinical/PHI” (HIPAA) lines. 2) Add disclaimers: greet with a no‑PHI statement; add emergency guidance. 3) Configure intents: portal‑first scheduling; PHI keywords → transfer. 4) Lock SMS templates to non‑PHI; include portal link. 5) Turn off recordings for any number that could receive PHI. 6) Train staff on takeover rules; monitor first 2–4 weeks of logs for tuning (non‑PHI only).

Security and privacy posture (at a glance)

• Data categories: identifiers, audio/call logs, usage data; see Privacy Policy. • Use of data: service delivery, analytics, and AI/ML model improvement as described in policy. • Customer controls: configure routing, recording, retention, and access permissions in the admin dashboard. • Important: Absence of HIPAA/BAA means PHI must not be processed by the AI.

References

• Features and product scope: Features • Pricing and plan details: Pricing • Privacy and data use: Privacy Policy • Company/market positioning (SMB focus, no HIPAA): removed due to broken link