How Insight Clinic automated front-desk scheduling end to end, directly inside its existing practice-management system, with no new software for staff to learn.
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“Working in mental health, our #1 priority is meeting the needs of our clients. Heyliaa allows us to make sure our clients can reach us 24/7, even when we are on the other line.” –Jamie Anson, Chief Operating Officer, Insights Clinic |
Executive Summary
Insight Clinic partnered with Heyliaa to automate routine patient scheduling without changing the systems its staff already use. Heyliaa’s AI Voice Receptionist connects directly with the clinic’s existing Jane platform, allowing patients to book, cancel, reschedule, check availability, and manage appointments through a natural phone conversation.
Available 24 hours a day, seven days a week, the solution completes scheduling actions in real time and writes them directly into the clinic’s existing calendar. This extends front-desk availability, reduces routine scheduling workload, and gives patients another way to reach the clinic during busy periods and after hours. When the AI cannot confidently complete a request, it transfers the caller to a human rather than guessing.
About the Client
Insight Clinic is a multidisciplinary healthcare practice that uses Jane as its scheduling and practice-management system. Its front desk supports patients calling to book new visits, change appointments, cancel bookings, and ask about availability.
The clinic wanted to make scheduling more accessible without replacing its existing systems or requiring patients to adopt a new app, portal, or booking process. The objective was to extend the availability of its front desk while keeping Jane as the central scheduling system and allowing patients to continue using the phone.
The Challenge
Patient scheduling is closely tied to front-desk capacity. Calls arrive throughout the day for first visits, appointment changes, cancellations, and availability questions. Each routine call can pull staff away from other work, while calls arriving after hours or during busy periods may go to voicemail.
Insight Clinic wanted its phone line to remain useful when staff could not immediately answer. The requirement was not simply to answer calls, but to let patients speak naturally and have the requested appointment action completed in the clinic’s real scheduling system before the call ended.
The Solution
Heyliaa built a voice AI receptionist that speaks with callers in natural language and completes scheduling actions directly inside Insight Clinic’s existing Jane system. Staff continue working in the same calendar they already use, while patients can continue reaching the clinic by phone.
The AI receptionist supports the clinic’s core scheduling workflows:
- Booking new appointments based on practitioner, service, and available time.
- Rescheduling existing appointments to a new date or time.
- Cancelling appointments when a patient can no longer attend.
- Checking real-time availability and presenting open times to the caller.
- Looking up existing patients and their booked appointments.
- Creating a new patient profile for a first-time caller.
How It Works
- The patient calls. A natural-sounding voice assistant answers and asks how it can help.
- Heyliaa understands the request. It identifies what the patient needs, confirms the caller’s identity where required, and checks the clinic’s actual calendar.
- The action is completed in Jane. The booking, cancellation, or reschedule is performed directly in the same system used by clinic staff.
- The patient receives confirmation. Heyliaa confirms the completed action before ending the call. If the request cannot be handled confidently, it transfers the caller to a human.
Because Heyliaa works inside the clinic’s existing scheduling system rather than maintaining a separate calendar, staff do not have a second source of scheduling information to reconcile.
The Results
- 24/7 front-desk availability: patients can reach the scheduling service during evenings, weekends, busy periods, and after hours.
- Real-time appointment management: bookings, cancellations, and reschedules can be completed while the patient is still on the call.
- Reduced routine workload: common scheduling requests can be handled automatically, allowing staff to focus on other patient-facing work.
- No new staff workflow: completed actions appear directly in the clinic’s existing Jane calendar.
- Human fallback: uncertain or unusual requests can be transferred rather than completed based on a guess.
Built for Healthcare Trust
- Privacy by design: patient information is encrypted and identity can be confirmed before sensitive appointment changes are made.
- Canadian hosting: the system is hosted in Canada and designed around Canadian health-data requirements.
- Auditability: calls and actions are logged so the clinic can review what occurred.
- Human in the loop: the assistant is designed to hand off when it cannot confidently complete a request.
What Makes It Different
Many digital scheduling tools require patients to move to an app, portal, or web form, or require a clinic to manage another booking system. Heyliaa takes a different approach: patients can continue using the phone, while completed scheduling actions are written into the practice-management system the clinic already uses.
The same architecture can also be configured for additional clinics, locations, and compatible practice-management systems, allowing the voice receptionist model to scale without rebuilding the scheduling workflow from scratch.
Looking Ahead
Insight Clinic’s deployment is live and handling real patient calls. As additional production data becomes available, the case study can be updated with measured outcomes such as calls handled, appointments booked, after-hours capture rate, and staff time saved.
Bring Always-On Scheduling to Your Clinic
Heyliaa builds AI receptionists that answer calls and manage appointments for healthcare practices while connecting with the systems teams already use.
