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FAQ

Frequently Asked Questions

Everything healthcare teams need to know about using Prosper AI in real-world operations.

Staffing & Operations

Scheduling & Inbound Calls

Patient Experience

Integrations & Technical Setup

Insurance & Billing

Escalation & Safety

Staffing & Operations

How does Prosper AI help with staffing shortages or burnout?

By offloading high-volume, routine phone tasks, like scheduling, intake, routing, refills, reminders, Prosper AI reduces call burden on your team. Staff can focus on high-value interactions, in-person care, and tasks that require empathy or clinical insight. The result is less overwhelm and fewer overtime hours.

Can Prosper AI replace temporary or after-hours phone staff?

Yes. Prosper AI can fully handle after-hours, weekend, and overflow calls. Many practices replace temp staffing and call-answering services entirely because Prosper never misses a call and doesn’t charge per shift.

How does Prosper AI work alongside our in-house team?

Prosper AI handles the first layer of calls: answering, routing, scheduling, collecting information, and hands off anything complex or clinical. Your team sees the call context and doesn’t need to re-ask basic questions, which shortens handling time and improves accuracy.

How much call volume can Prosper AI handle at once?

Unlimited. Prosper AI scales instantly, so you never have multiple callers on hold or waiting for a callback. Whether it’s 10 calls at once or 200, every patient is answered immediately.

Scheduling & Inbound Calls

How does Prosper AI handle scheduling calls?

Prosper AI answers scheduling calls for medical practices, health systems, and specialty clinics by understanding the patient’s request, checking availability, and booking or rescheduling appointments in real time. It eliminates phone trees and long wait times, giving callers a fast, conversational way to schedule a visit without staff involvement.

Can Prosper AI answer after-hours or weekend calls?

Yes. Prosper AI serves as a 24/7 after-hours medical answering service, handling nights, weekends, and holidays. It can schedule appointments, capture intake details, route urgent issues, and make sure your practice never misses a patient call outside business hours.

Can Prosper AI handle call overflow when staff are busy?

Yes. Prosper AI automatically takes overflow calls whenever your front desk is backed up. It can handle unlimited simultaneous callers, which helps clinics reduce call abandonment, eliminate busy signals, and maintain consistent patient access during peak times.

How does Prosper AI reduce patient hold times?

Prosper AI removes hold times entirely by answering every call immediately and resolving common requests onsite: scheduling, refills, benefits, billing questions, and more. This improves patient satisfaction and gives practices a fast, always-available phone experience without adding staff.

Can Prosper AI cancel or reschedule appointments during a call?

Yes. Prosper AI can cancel or reschedule appointments in real time based on your scheduling rules. The agent follows the same logic your front desk uses—provider availability, visit type rules, location preferences, and any custom constraints. All changes write back into your EHR or practice-management system so your schedule stays accurate.

Can Prosper AI reduce dropped calls?

Absolutely. Prosper AI answers every call instantly, 24/7, which eliminates long hold times, which is one of the biggest drivers of dropped calls. Patients get routed or helped immediately, even during lunch breaks, after hours, or peak surges.

Can Prosper AI route calls to the right provider or location?

Yes. Prosper AI uses your existing routing logic to send callers to the correct department, provider, location, or workflow. It can handle complex rules: specialty, insurance accepted, visit type, or caller intent.

Can Prosper AI support multi-location phone trees?

Yes. Prosper AI supports multi-location and multi-department phone trees and can replace or enhance your IVR. Callers can say what they need in their own words, and the agent routes them automatically without menu frustration.

Patient Experience

Can Prosper AI understand callers with accents or speech differences?

Yes. Prosper AI uses advanced speech-recognition technology designed for healthcare settings and can understand a wide range of accents, dialects, and speaking styles. It confirms unclear details to ensure accuracy and patient safety.

Does Prosper AI work well with elderly patients?

Yes. Elderly patients often prefer Prosper AI because it removes complicated phone menus and long wait times. The AI speaks clearly, uses simple language, and allows callers to explain their needs naturally, making it easier for seniors to schedule care or ask questions.

Will patients know they’re speaking to an AI?

That’s up to you. Prosper can introduce itself as an AI assistant, or it can simply greet callers the same way a staff member would. Many practices prefer transparency, and patient satisfaction remains strong either way.

How does Prosper AI ensure a good patient experience?

Prosper AI uses natural, conversational speech, adapts to different speaking styles, and responds within milliseconds so callers aren’t stuck waiting. The agent is trained to be polite, empathetic, and clear, mirroring the tone of a well-trained front desk team. It never puts patients on hold, so frustration and call abandonment drop significantly.

Does Prosper AI support multiple languages?

Yes, Prosper AI currently supports up to 45 languages, including English, Spanish, Arabic, Chinese, and Creole.

Integrations & Technical Setup

Does Prosper AI integrate with Athena/ eClinicalWorks / AdvancedMD / Epic?

Yes. Prosper AI integrates with the major EHR and practice-management systems used by medical practices, specialty groups, and health systems. Our platform connects through the secure integration pathways these systems already support, allowing Prosper to schedule appointments, update patient information, verify benefits, and streamline workflows without adding extra IT burden.

Do we need to change our phone system to use Prosper AI?

No. Prosper AI connects to your existing phone setup. Most practices don’t need to switch carriers or hardware. Our team handles the routing configuration so the transition is smooth.

What data does Prosper AI pass back to our systems?

Prosper AI passes structured data such as:
- Appointment requests, changes, and cancellations
- Insurance and demographic details
- Call intent
- Eligibility or benefits verification outcomes
- Notes for your clinical or admin staff
- Call recordings and transcripts
Everything is mapped to your workflows and stored according to HIPAA requirements.

Insurance & Billing

Can Prosper AI verify insurance eligibility during a call?

Yes. Prosper AI can perform real-time insurance eligibility verification while the patient is still on the line. It can also call the insurance payer directly, navigate the IVR, and gather coverage details when required, reducing staff workload and preventing eligibility-related denials.

Can Prosper AI help with prior authorization calls or intake?

Yes. Prosper AI supports prior authorization workflows by gathering clinical and insurance details, determining whether authorization is required, and initiating the next steps with your internal team. It can also complete payer phone calls for PA-related information, reducing administrative time for practices.

Can Prosper AI handle common billing questions?

Yes. Prosper AI can answer frequently asked billing questions: statement balances, payment options, codes, and insurance coverage issues , and route complex cases to your billing team. This reduces the volume of inbound billing calls and keeps your staff focused on high-value work.

Can Prosper AI help with refill request calls?

Yes. Prosper AI gathers all required refill information, checks refill status when applicable, and sends a structured request to your clinical staff or EHR. This streamlines refill phone traffic for primary care practices, specialists, and large health systems.

Can Prosper AI capture and pass insurance details to our EHR/PM system?

Yes. Prosper AI can collect insurance information, including payer, member ID, group number, and date of birth, and pass it directly into your EHR or PM system. The data is structured so your staff can quickly verify benefits or move the patient through intake.

Escalation & Safety

What happens if Prosper AI doesn’t understand the caller?

If Prosper AI is unsure about a caller’s request, it immediately escalates. The system can transfer to staff, offer a callback, or capture a voicemail, ensuring patients never get stuck in loops or dead ends.

Can Prosper AI detect urgent or emergency situations?

Yes. Prosper AI is trained to identify language that may indicate an urgent or emergency situation. When detected, it stops the automation, delivers a safety script, and directs the caller to emergency care or the appropriate on-call resource.

What happens if a caller is upset, confused, or crying?

Prosper AI is trained to recognize distress and respond with empathy, slowed pacing, and simple clarifying questions. If the caller needs human support, the agent will hand off immediately to your staff or your on-call team, depending on your routing rules.

How accurate is Prosper AI compared to human staff?

Prosper AI averages 99% accuracy in QA audits for administrative tasks like scheduling, routing, and intake, which is significantly higher and more consistent than human performance.

Does Prosper AI ever give incorrect information? What safeguards exist?

Prosper AI is bound to your approved workflows and information sources; it doesn’t make things up. Guardrails include:
- Strict scripting and validation for clinical or sensitive tasks
- Integration checks against your EHR/PM data
- Fallback rules to route unclear situations to a live staff member
- Continuous monitoring to review outliers or edge cases
If the agent can’t confirm information, it will escalate rather than guess.

How does Prosper AI decide when to hand off to a live agent?

Handoffs follow rules you set. Common triggers include:
- Caller distress or confusion
- Complex visit types or clinical questions
- Requests that require human judgment
- Caller specifically asks for a person
The transition is seamless; your staff receives context so the patient doesn’t need to repeat themselves.

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