Frequently Asked Questions
Everything you need to know about Hookneural's AI receptionist for medical practices
General
What is Hookneural AI Receptionist?
Hookneural is a HIPAA-compliant AI receptionist service designed specifically for medical practices in Canada and the United States. It provides 24/7 phone coverage, appointment booking, patient triage, and multi-language support.
What types of medical practices does Hookneural support?
Hookneural supports a wide range of healthcare specialties including dental practices, family medicine, physiotherapy, optometry, medical spas, gynecology, chiropractic clinics, acupuncture, pharmacies, veterinary clinics, and dietitian practices.
Is Hookneural available in Canada and the USA?
Yes! Hookneural serves medical practices across Canada (including Toronto, Vancouver, Calgary, Montreal, and all provinces) and all 50 US states. We understand local healthcare terminology, billing codes, and regulations.
What languages does the AI receptionist support?
Hookneural supports 12+ languages including English, Spanish, French (important for Quebec), Mandarin, Cantonese, Punjabi, Arabic, and Portuguese.
What results can I expect from Hookneural?
Typical results include 30-50% increase in appointment bookings, 40% reduction in no-show rates, 100% call capture rate (vs. 60-70% with human staff), 20+ hours/week staff time saved, and $5,000-$15,000 monthly revenue increase. Most practices see ROI within 3-6 months.
Getting Started
How long does implementation take?
Most practices are live within 3 days. This includes AI training customized to your practice and staff onboarding.
What happens during the onboarding process?
During onboarding, our team configures the AI to your practice's specific needs — appointment types, call handling protocols, triage procedures, and scheduling rules. We train the AI on your practice's terminology and workflows, then run test calls before going live.
Do I need to change my phone number?
No. Hookneural works with your existing phone number through call forwarding. Calls can be routed to the AI after hours, during busy periods, or for all incoming calls — whatever suits your practice.
Can I customize how the AI handles calls?
Absolutely. You can configure greeting messages, call routing rules, appointment types, triage protocols, and escalation procedures. The AI adapts to your practice's specific workflows and preferences.
Security & Compliance
Is Hookneural HIPAA compliant?
Yes, Hookneural is fully HIPAA-compliant with end-to-end encryption of all patient data, role-based access controls, comprehensive audit logging, and data minimization principles. We offer Business Associate Agreements (BAAs) for covered entities.
Where is patient data stored?
All patient data is stored and processed within the United States in US-based data centers. We have no cross-border data transfers, local backup and recovery, and full sovereignty compliance.
What encryption does Hookneural use?
Hookneural uses AES-256 encryption for data at rest, TLS 1.3 for data in transit, end-to-end call encryption, and secure key management for all patient communications.
Does Hookneural have SOC 2 certification?
SOC 2 Type II certification is currently in progress, with annual third-party audits, continuous monitoring, incident response procedures, and security awareness training.
What patient privacy rights does Hookneural support?
Patients maintain full control over their personal health information including rights to access, correction, withdrawal of consent, and filing privacy complaints with appropriate authorities.
Technical & Integrations
What practice management systems does Hookneural integrate with?
Hookneural integrates with Jane App, Cliniko, Dentrix, Nookal, PtEverywhere, PromptEMR, GoRendezVous, and more. We also offer custom API integrations and RPA solutions for systems not on our standard list.
How does the AI handle appointment scheduling?
The AI connects directly to your scheduling software and books appointments in real-time based on your availability rules, appointment types, and provider preferences. It can handle new patient intake, follow-ups, and specific procedure bookings.
Can the AI transfer calls to staff when needed?
Yes. The AI can escalate calls to your team based on configurable rules — for example, emergency situations, complex patient requests, or when a patient specifically asks to speak with a person.
Does Hookneural work with my existing phone system?
Yes. Hookneural integrates with most phone systems through call forwarding, SIP trunking, or direct integration. No special hardware is required.
Specialty-Specific
Does the AI understand medical terminology for my specialty?
Yes. Hookneural is trained on specialty-specific terminology, procedure codes, and workflows for each supported practice type — from dental procedure codes to physiotherapy treatment protocols to veterinary services.
Can the AI triage patient symptoms?
Yes. For applicable specialties like family medicine and urgent care, the AI can perform basic symptom triage following your practice's protocols, routing urgent cases to on-call staff and scheduling appropriate appointment types.
How does the AI handle MedSpa lead follow-up?
For MedSpas, the AI contacts new leads within seconds via call and text, qualifies their interest for high-ticket treatments, and books consultations directly into your calendar. This instant response dramatically improves lead conversion rates.