A relative’s first request
She identifies who receives the service, who is calling and who pays, records the non-medical help asked for, and passes it to coordination, who assess the need and determine the right service.
Home support agencies
The caller, the person receiving support and the person authorized to change a visit may be different people. Your receptionist keeps their roles distinct, prepares visits and tracks replacement requests until a worker accepts, preserving the context your coordinator needs.
$69 CAD / month · 50 Standard calls · 1 local number
Coordinate visits with the right authorized contacts
The rescheduling request is recorded because the caller was entitled to make it. The uncovered visit goes to the on-call coordinator with the file, and the schedule does not show coverage that does not exist.
Read the full conversation
Monday, 7:40 a.m. A worker has just called in sick. At the same moment, the daughter of the person receiving care calls to move Wednesday’s visit.
ReceptionistServices Bellerive, good morning. Let me take your name and a callback number, then the name of the person receiving care.
DaughterÉtienne Naud, 514 555-0107, calling for my mother. I would like to move her Wednesday visit to Thursday.
ReceptionistThank you. You are listed among the authorised people on that file, so I can record the request. I can also see this morning’s visit has no worker, and I am alerting our on-call coordinator.
DaughterThis morning? Nobody told us.
ReceptionistIt is in progress: coordination is looking for a replacement and will confirm as soon as a worker accepts. Until someone accepts, the visit stays open on the schedule.
For the requests you receive
A worker unavailable
She raises it, offers a replacement by your rules, and leaves the visit open until a human has explicitly accepted. No visit is declared covered by default.
A schedule change asked for by family
She verifies that the person asking appears among your authorised contacts for that file, and applies your rule when two relatives ask for contradictory things.
Other requests you can delegate
Visit verification and billing
The visit is confirmed, its acceptance receipt is kept, and questions about an invoice or a change of service reach coordination with their context.
What happens to the request
You write the roles and authorisations sheet
For each file: who receives the service, who may request a change, who pays, which contacts may be told what, your rule for contradictory requests, and who to reach on call when a visit is left without a worker.
She verifies the right to ask before acting
Recipient and authorised representative, non-medical help requested, address, home access and useful hours, worker or administrative qualifications required, fallback contact and any visit under way. A request from someone unauthorised is escalated, not carried out.
Nothing counts as covered without acceptance
The schedule carries an acceptance receipt for every visit. An absence with no accepted replacement goes to your on-call person rather than sitting in a voicemail box, and the authorised family is informed by your rules.
What the Health and care base covers
A receptionist who answers in both languages, tells apart the roles around a file, schedules inside the availability you allow and passes the rest to coordination. No setup fee, and you keep your number.
- Calls answered in French and in English, following the caller
- New request, existing file and administrative reason told apart
- Booking, rescheduling or cancelling inside the availability you allow
- Worker, length and resources required by the visit all respected
- Approved practical information sent out, and service questions handed to coordination
- A written summary after every call, readable in the app, and the option to ask her what happened
She confirms a worker assignment only after a person has accepted: nothing is covered by default.
Decisions that stay with you
- She gives no clinical advice and changes no care.
- She passes no information to a relative who is not among your authorised contacts.
- She does not settle a conflict between two relatives asking for opposite things: she applies your rule, or escalates.
- She recommends no equipment, no home adaptation and no transfer manoeuvre.
- She performs no clinical triage: signs you list in your instruction trigger the approved sentence and an immediate alert.
- She records only what you authorise, and confirms nothing from a patient's file to a third party: health information stays sensitive information. She is built for Quebec's Law 25, with a database in Canada; live voice processing runs through a US-based subprocessor, as the Security and data handling page explains.
Ask your receptionist, too
This is included in your base plan. She answers using the calls, requests and business information you are allowed to access.
Talk to your receptionistA question you can ask
Which families requested ongoing rather than one-time home support?
She reads the stated need, recipient and requested hours. She does not guarantee a worker has been assigned.
What else you can hand to her
Beyond the base plan. Each one is added on purpose, separately from the base. None switches on unless you choose it.
When your customers prefer to write
You can add a channel so she can continue the conversation with your customers. Any action she takes follows the same rules and the options you have chosen.
Optional customer channel
Your email inbox
Continue intake emails with the authorized representative; visit changes follow the designated coordination process.
The transactional messages provided by your base plan and your own questions to the receptionist remain included.
Keeping your current software?
Check the actions supported, connection requirements and how to work when your software cannot perform the requested action.
Scheduling and care tracking are documented. Rights, writing a visit and absence events all need qualification against your own contract before anything is announced.
The recipient, the relative and the payer are not the same person
That is what makes your work particular, and it explains your hardest calls: the person receiving the service, the person calling on their behalf and the person paying are often three different people. A son asks for a schedule change, a daughter asks for another, and coordination arbitrates by phone between two visits.
The other invisible cost is coordinating replacements. A worker calls in sick in the morning, and you have to find someone qualified, obtain their acceptance, and inform the authorised family — all before the visit hour.
Your receptionist identifies the recipient, the requester and the payer on the first call, and applies the roles and authorisations sheet you wrote. She collects availability, address, access and constraints, and confirms a visit only once acceptance is obtained. She gives no clinical advice and changes no service.
In the same section
The other lines of work in this section run on the same engine, with their own requests and their own rules.
Health & careHome support and nursing
Home support agencies — your questions
Can she accept a request from any relative?
No. She verifies that the person is among your authorised contacts for that file. Otherwise she escalates to coordination rather than acting — the roles and authorisations sheet governs.
What does she do when a worker drops out?
She raises it and offers a replacement by your rules. Until a person has explicitly accepted, the visit stays uncovered on the schedule and the on-call coordinator is alerted. That is the failure case the research documents.
And if two relatives ask for opposite things?
She applies the rule you wrote for that case, or escalates to coordination with both requests and their timestamps. She does not settle a service decision on her own.
Can she handle several territories?
Yes, with the Multi-site and entities option: routing between teams, local information, permissions per entity and a consolidated view, without mixing one territory’s files with another’s.
Can she advise on what someone needs?
No. Assessing the need and choosing the service belong to your coordination. She captures the request in the requester’s own words and passes it on with address, access and constraints.
Your rules, before the first call
Start your free trial with your email. Your website can help prepare your business information, but it is optional. Confirm the facts, choose a first task and test your receptionist. You can try options too, starting with the ones you need.
Keep my phone numberHome support agencies