Answers in one second
Picks up inbound billing calls within a second, 24/7, with no hold queue.
Handles billing and account management calls practice-wide
AVA, Your Account and Voice Assistant
AVA handles inbound patient calls for account and billing matters. She answers FAQs, looks up balances, explains what a patient owes in plain language, takes secure payments, and routes complex issues to the right biller — so your billing team spends less time on the phone and more time resolving real work.
Built for allied health practices. HIPAA-aligned identity checks before any account details are shared.
Product Demo
See AVA in action
Watch a short demo of how AVA handles billing calls, explains balances, and connects patients to the right person.
Billing Questions Answered. The Right Biller Briefed.
Verifies before disclosing
Two-factor identity check before any balance or account detail is shared.
Explains the bill
Reads balances in plain language and walks patients through why they owe what they owe.
Warm-transfers billers
Routes to the correct biller with a full brief so patients never repeat themselves.
Most practices do not lose billing calls. They lose the time it takes to answer them.
A patient calls about a balance. Someone has to verify who they are, look up the claim, explain a line item, take a payment, or find the right biller. Between statement seasons and a full queue, that call sits on hold — or gets a voicemail that turns into a frustrated callback. Meanwhile your billing team is buried in the same FAQs every afternoon.
AVA picks up the billing line, verifies the caller, handles what she can, and warm-transfers only what needs a human — with the whole story already attached.
See how AVA handles a balance callOnboarding
Simple setup, on purpose
Getting AVA live is a working session, not a rebuild. She learns your billing FAQs, routing rules, and payment policies from what your practice already uses.
What AVA Does
Your always-on account and billing voice line
AVA is the teammate who handles the path from inbound billing call to resolved question — or a warm handoff to the right biller. She works around the clock so routine account calls never sit in a hold queue.
Answer billing calls in one second
Inbound account calls pick up within a second, 24/7, with no hold queue.
Verify identity before disclosing
Two-factor match (for example DOB + last name) before any balance or account detail is shared.
Respect who is calling
Detects patient vs guarantor vs unauthorized third party and adjusts what can be shared.
Handle practice and billing FAQs
Hours, insurance accepted, payment methods, statement timing, portal help, and what a balance line item means.
Never answer clinical questions
Symptoms, medication, and diagnosis escalate immediately to a human or nurse line.
Look up and explain balances
Reads current balance by date of service or claim and explains charges, adjustments, and patient responsibility in plain language.
Explain-the-bill mode
Walks patients through why they owe what they owe — EOB translation, not just a number readback.
Take secure phone payments
PCI-compliant tokenized keypad entry so card numbers never enter the voice or transcript stream — or send a secure payment link.
Offer payment plans within policy
Pre-approved 3/6/12-month options within limits you configure, without waiting for a biller on straightforward cases.
Warm-transfer the right biller
Classifies intent and routes to the assigned biller or team — with a spoken or on-screen brief so nothing is repeated.
Pre-work disputes before transfer
Captures which charge, why, and what the patient expects so the biller opens already informed.
Escalate on frustration, not just keywords
Detects rising frustration or confusion and offers a human handoff before the patient has to ask for a representative.
Handle household / linked accounts
With authorization on file, address balances across linked family members in one call.
Carry context from sibling agents
If the patient already texted Cora about the same balance, AVA already has that thread.
Document every call
Structured summaries write back to your PM/EMR or billing system, with recordings and PHI-aware redaction per your policy.
Show why patients are calling
A live view of confusion vs dispute vs can't-afford — so you fix root causes, not just call volume.
Benefits
AVA turns account and billing calls into a repeatable workflow that holds up during statement season.
No more hold queues for routine questions
FAQs, balances, and simple payments get handled without waiting for a free biller.
Billers only take the hard calls
Disputes, appeals, and edge cases arrive with identity verified and context already captured.
Disclosure stays controlled
Identity gates and role checks keep PHI off the line until the caller is verified.
Coverage that scales with statement season
Call spikes do not change how fast AVA answers or how carefully she routes.
Your billing line, on easy mode.
A patient is calling about last month's statement — can AVA handle it?
Yes. I'll verify identity, explain the balance, and offer a secure payment or warm-transfer if it's a dispute.
- Identity verified
- Balance explained
- Payment link ready
- Summary queued to Tebra
Ask AVA about a balance…
Practice knowledge
AVA runs on your billing policies, not a generic script
Everything AVA knows about your FAQs, routing, and payment rules lives in one place your team controls.
See what AVA would know about your practiceAlways current
Update a payment method, statement schedule, or routing rule once and every future call reflects it.
Context that compounds
Approved phrasing, dispute patterns, and escalation outcomes tighten how AVA handles the next similar call.
One source of truth
Every biller and every channel works from the same FAQs and policies — including continuity with sibling agents like Cora.
Security
Patient data, handled the way it should be
AVA is built for account and billing conversations that require identity gates, encryption, and audit-ready logging.
HIPAA-aligned identity gate
No balance or account detail is shared until the caller passes your two-factor verification rules.
PCI-aware payment capture
Card numbers are entered by keypad/DTMF tokenized capture or secure link — never spoken into the transcript stream.
Recordings and summaries under your policy
Call recordings, transcripts, and PHI-aware redaction follow your retention rules. Your data stays yours.
Why practices like AVA
Why billing teams keep her on the line
She explains the bill, not just the total
Patients get plain-language walkthroughs of charges and responsibility instead of a confusing number readback.
Transfers arrive pre-worked
Billers get identity, account status, reason, and what was already discussed — not a cold handoff.
She hears frustration early
Tone-aware escalation offers a human before the caller has to demand a representative.
Negotiation stays inside your ceiling
Prompt-pay discounts and plan offers follow guardrails you set, with every offer logged for audit.
Routes by skill and load
Transfers can weigh workload, payer expertise, and past performance — not just a generic queue.
Shows root causes, not just deflection
Managers see why patients call about billing so statements and policies can improve.
FAQs
Frequently asked questions
An AI account and voice assistant answers inbound patient calls about billing and accounts. It verifies identity, handles FAQs and balance questions, can take secure payments, and warm-transfers complex issues to the right biller with full context. AVA is built for allied health practices that need that coverage without expanding hold times.
AVA runs a two-factor identity match using rules you configure — for example date of birth plus last name, or account/MRN plus phone number on file. Until verification passes, she will not disclose balances or account details. Unverified callers can leave a callback number instead.
Yes. AVA supports PCI-compliant tokenized capture via keypad/DTMF entry so card numbers never enter the voice or transcript stream. She can also send a secure payment link. Payment-plan options can be offered within limits your practice configures.
AVA captures a structured dispute or intent record, then warm-transfers to the correct biller or team with a brief covering who is calling, verification status, account status, and what was already discussed. If that biller is unavailable, she can schedule a callback instead of dropping to cold voicemail.
No. AVA handles routine FAQs, balance explanations, simple payments, and intake for transfers. Judgment work — appeals, complex negotiations, and exceptions — stays with your billers, who receive fuller context and fewer repetitive calls.
AVA is built to handle protected health information under HIPAA safeguards, including identity gates before disclosure, encryption in transit and at rest, and audit-ready call logging. Confirm current compliance documentation and BAA terms with our team before publishing practice-specific claims.
When a patient has already texted or emailed about the same balance through a sibling agent such as Cora, AVA can carry that context into the phone call so the patient does not start over. That continuity is part of running a coordinated agent suite.
Most practices are live after connecting billing systems, uploading FAQs and policies, setting identity and routing rules, and configuring payment options. The first week is spent reviewing calls and summaries before AVA runs with less oversight.
Every billing call answered. Every transfer briefed.
AVA works the account line so your billers can work the exceptions.
Book a demoGet Started
Schedule a demo call and see how we can customize AVA into your workflow
AVA handles billing calls and broader account management calls — not just balances and statements. Tell us about your volume and we'll show how to fit AVA into your practice.
- Handles billing and account management calls practice-wide
- Practice-wide
- Account and Voice Assistant