Practice calls

Callers who push back.

Every scenario is built from your SOP. Every call is scored against it.

Built from your SOP

One policy section becomes one scenario.

We read the procedure, pick the moments where people get it wrong, and write a caller who tests exactly those moments.

Scenario card · Denied MRI · SOP 6.3

Persona: Upset patient, 57, received a denial letter for an MRI. Has not been called by anyone.
What the caller knows: Name, date of birth, the date of the letter. Does not know the appeal process exists.
What they will push on: Wants a yes or no on the spot. Will interrupt twice. Gives date of birth before name.
Rubric: Verify two identifiers. Do not call the denial final. Route to the ordering provider the same day. Set a callback window. Create the provider message during the call.

Three call types

Patients, partners and the inbox.

Patient calls

Scheduling, denials, billing questions, upset callers. The patient side of your front desk.

Facility or partner calls

Nurses at nursing facilities, referring offices, law firms, payers. Callers who know the system and push on it.

Email threads

Portal messages and written follow up. Graded for accuracy, tone and what the policy says to put in writing.

Real phone

Two-way voice on a real phone

At Level 2 and 3, the call comes to their desk.

The AI caller rings the trainee's real desk phone or headset, scheduled or unannounced. It talks, listens and responds in real time. Here, a nurse pushes to send a resident today, and the trainee holds the scheduling rule politely.

Call Lab · Facility nurse, same day transfer

Desk phone · unannounced · 04:11

Caller

Hi, this is Karen, charge nurse at Willow Creek Care Center. I have a resident, Harold Bennett, who needs a PEG tube replacement. Can you take him today?

Trainee

Thanks for calling, Karen. Can I get his date of birth and the ordering physician?

Caller

March 3, 1941. Dr. Alvarez. Look, his tube is leaking. I really need to send him over this afternoon.

Trainee

I understand. For a facility transfer we need the signed order and his medication list before we book. Once I have them I can offer the first open slot.

Caller

Can't you just put him on the schedule and we will fax it later?

Trainee

I can't book without the order, but I can hold tomorrow at 9:00 for one hour. If it is urgent before then, the on call team should assess him at your facility.

Caller

Fine. I will fax it in the next twenty minutes.

What managers see

The transcript and the scorecard, side by side.

Every call is recorded and transcribed. The score shows what was done well, what was missed and which policy section it came from.

Call Lab · Denied MRI, upset patient

Recorded · 02:58

Caller

Yeah, I got a letter saying my MRI was denied. Nobody called me. What is going on over there?

Trainee

I am sorry about that. Can I get your name and date of birth so I can pull it up?

Caller

Daniel Reyes, February 9, 1968. So is it denied or not?

Trainee

I see the denial came in yesterday. It goes to Dr. Nguyen the same day and he decides whether to appeal, so it is not final.

Caller

Then why did nobody tell me that?

Trainee

You should have heard from us. I am sending a message to his team now and you will get a call within two business days.

Call score

Did well

Stayed calm and acknowledged frustration
Verified two identifiers before searching

Missed

Did not offer the nurse line for symptoms

Policy errors

Promised a same day slot before checking. Policy 2.7.

After certification, the same calls become a monthly quality check.

All names in these transcripts are fictional.

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