What the agent handles
- Books in-home care assessments
- Confirms caregiver visit times
- Explains service types and rates
- Logs schedule changes from families
- Takes caregiver sick calls
Health and wellness
AI receptionist for home care
Fields calls from families arranging care for a parent, books in-home assessments, and handles the visit changes and caregiver questions that come in all day.
CallerMy mom fell last week and she's coming home from the hospital Friday. We need help.
CallerHi, is Maria still coming at nine tomorrow? Dad's asking.
CallerWhat's the difference between personal support and nursing visits?
Where calls go
IntakeCare coordinatorsSchedulingNursing supervisorHuman resources
Warm transfer: When a family member calls because a caregiver didn't show and their parent is alone, the agent warm-transfers to the scheduling coordinator to find coverage.
What it books
Care assessments and visit schedules
Why home care agencies miss calls, and what an AI receptionist changes
Home care phones ring at every hour because care doesn't stop at five. A daughter calls from the hospital parking lot because her mother is being discharged Friday. A PSW calls in sick at 5:40 a.m. for a 7 o'clock visit. A son wants to know if Maria is still coming at nine. The office runs on a handful of coordinators who are also building next week's schedule, and after hours it's one person on call with a phone that never stops.
A RealVoice AI receptionist takes each of those calls and puts it in the right place. For families arranging care, it explains your services in plain language, the difference between personal support, homemaking, companionship and nursing visits, and your rates if you choose to share them, then books an in-home assessment with a care coordinator. It logs schedule changes from families, such as a cancelled morning visit because Dad has a specialist appointment, and takes caregiver sick calls with the client, visit time and reason, sending each one to scheduling at once.
Once your scheduling software is connected during setup, it can tell a family whether the caregiver has checked in and what time the visit is set for. When a family calls because a caregiver didn't show and their parent is alone, it warm-transfers to the scheduling coordinator with a private summary so coverage can be found. Health concerns about a client, like a fall or new confusion, go to the nursing supervisor, and the family is told to call 911 if someone is hurt or in danger.
Example call, start to finish
- CallerHi, my mom fell last week and she's coming home from Credit Valley on Friday. The hospital said we should get help at home.
- AI receptionistI'm glad you called. Let's work out what she needs. Is she here in Mississauga, and do you know yet what kind of help, for example bathing and dressing, meals, or someone overnight?
- CallerNear Erin Mills. Bathing for sure, and probably someone in the mornings. I don't really know what else.
- AI receptionistThat's normal at this stage. The first step is an in-home assessment with a care coordinator, who works it out with you and your mom. I have Friday at 3:00, after she's home, or Saturday at 10:00.
- CallerFriday at 3. Wait, will someone be able to start that weekend? She can't shower alone.
- AI receptionistI can't promise a start date before the coordinator has met her, but I'm marking it urgent: discharged Friday, needs bathing help that weekend. Grace, our intake coordinator, will call you today about weekend options.
- CallerOkay, thank you.
- AI receptionistYou're booked for Friday at 3:00 at your mom's address. I'll text you the confirmation and Grace's name now.
After the call: Grace gets a text and email flagged urgent with the discharge date, the address and the weekend bathing need, so she can start lining up a caregiver before the assessment. The assessment is in the RealVoice schedule, the family has a confirmation text, and the summary and recording are in the portal.
How it fits your day
- Early-morning sick calls
- Caregivers calling in before a 7 a.m. visit reach the agent, which takes the client, visit time and reason and alerts scheduling immediately so a replacement can be found.
- Hospital discharges
- Families calling in a hurry after a discharge plan get a clear explanation of services and an assessment booked, with the discharge date flagged for intake.
- "Is she still coming at nine?"
- If you keep visit schedules in the RealVoice portal, the agent confirms the time. If they live in your scheduling software, the team connects it during setup, so the answer comes from the same schedule your coordinators use.
- Nights and weekends
- The on-call coordinator is only woken for missed visits, client safety concerns and urgent discharges; routine changes wait in the portal for the morning.
Your software
Today it books care assessments and visits into the RealVoice schedule in the portal, confirms visit times kept there, logs every sick call and schedule change, and texts families their confirmations and a reminder the day before a new visit. If your agency runs AlayaCare, Procura, GoldCare or ShiftCare, the team can set up a connection to it; custom integrations are quoted separately.
What a missed call costs
A home care client is usually a long relationship: several visits a week, often for months or years as needs grow. Families tend to call two or three agencies the day a discharge is planned and go with whoever gets back to them first. If two of those enquiries a week go to voicemail, that's about a hundred families a year choosing another agency, each one worth many hours of care a week. Our homepage missed-call calculator takes your hourly care rate and enquiry volume and shows what those unanswered calls cost your agency.
Questions home care agencies ask
Can an answering service for home care take caregiver sick calls?
Yes. It records who's calling, which clients and visits they can't make and why, and sends it to scheduling by text and email right away. At night it can warm-transfer to the on-call coordinator instead.
What happens when a caregiver doesn't show up?
If a family says their parent is alone or waiting, it warm-transfers to the scheduling coordinator with a short summary. With your scheduling software connected, it also tells the coordinator whether the caregiver checked in; it never guesses at an arrival time.
Can it explain our services and rates?
Yes, in the words you give it: personal support, nursing, respite, overnight care, minimum visit lengths and rates if you choose to share them. For anything that depends on the client's needs, it suggests an assessment.
Can it book in-home assessments?
Yes. It books them with the right coordinator by area and availability, notes the address, who will be there and any entry details, and texts the family a confirmation.
Does it work for French-speaking families?
Yes. The agent speaks English and French, along with many other languages, and asks before switching, which helps when an adult child calls in English for a parent who prefers French.
How does it handle a family member who's upset?
It stays calm, lets them finish, and puts them through to a coordinator or the nursing supervisor with a summary, so they don't have to tell the whole story twice.
Hear it as your own home care agency's front desk
Request a free demo call and the agent will phone you, set up as a business like yours.