Overview
iTRUST EHR, a leading cloud-based Electronic Health Record (EHR) platform tailored for optometry and ophthalmology practices, had already integrated VoIP features to compete with platforms like Weave. However, rising demand from their clinics for an AI-powered receptionist—one that could intelligently interact with the EHR—prompted iTRUST to explore advanced solutions.
Through a strategic partnership with KickCall, iTRUST rapidly launched a new revenue-generating feature: an AI receptionist that allows patients to book appointments and interact with clinic data—without any human intervention.
The Challenge
iTRUST EHR’s in-built VoIP was functional and competitive, but users increasingly requested:
- A 24/7 AI receptionist to handle patient inquiries outside office hours
- Seamless appointment scheduling integrated with the EHR
- Automated call handling without increasing staffing costs
- Competitive capabilities to match or exceed industry leaders like Weave
These needs represented both a technology gap and a business opportunity.
The Solution
KickCall offered a white-label, AI-driven receptionist solution that could be tightly integrated with iTRUST’s EHR. The key features included:
- AI Call Handling: The AI could answer incoming calls, respond to patient queries, and guide them through automated processes.
- Appointment Scheduling: Patients could book, cancel, or reschedule appointments—fully synced with the EHR—without speaking to a human.
- 24/7 Availability: Clinics could now offer services even during weekends, holidays, or after hours.
- Natural Conversations: Powered by conversational AI, the system could understand and reply in natural language.
- HIPAA-Compliant: All communications and data handling remained secure and compliant with healthcare regulations.
Implementation
- White-label Customization: KickCall delivered a branded AI receptionist experience tailored specifically to iTRUST’s identity.
- Seamless EHR Integration: KickCall’s system was embedded directly into iTRUST’s EHR workflows, syncing patient records and appointment data in real time.
- Rapid Deployment: The integration was launched in just a few days, allowing iTRUST to go live with the feature nearly overnight.
- Training & Support: Clinics received easy-to-follow materials and real-time support to onboard their staff and patients.
- Compliance & Security: KickCall ensured all systems adhered to strict HIPAA guidelines to protect patient data.
Results
- New Revenue Stream: iTRUST launched a premium, AI-powered receptionist add-on, instantly creating a new recurring revenue channel.
- Extended Service Hours: Clinics could now serve patients during non-working hours, drastically improving patient access and satisfaction.
- Reduced Admin Burden: Front-desk teams reported fewer repetitive calls, freeing them to focus on in-office patient care.
- Faster Time-to-Market: With KickCall’s plug-and-play integration, iTRUST rolled out the feature across clinics with zero downtime.
Conclusion
By partnering with KickCall, iTRUST EHR transformed its VoIP infrastructure into a smart, AI-driven communication channel. This move not only enhanced patient experience and operational efficiency but also gave iTRUST a distinct competitive edge in the healthcare software market.
KickCall didn’t just improve a feature—it helped launch a business model.
“KickCall helped us launch an AI receptionist feature that integrates directly with our EHR. It’s enabled 24/7 appointment booking, reduced admin load, and created a new revenue stream. Their white-label solution made the rollout fast and seamless.”
