AI voice agents to automate prescription refills and clinical workflows.
Because a patient waiting for critical medication shouldn’t have to suffer through hold music.
Vatel’s PIPEDA and Loi 25-compliant AI voice agents answer inbound pharmacy calls instantly—processing routine refills directly in your Pharmacy Management System (PMS), updating patients on order status, and managing will-call outreach with zero wait times.
Automate prescription refills and expand clinical services
Keep your clinical teams focused on patient care, not repetitive phone lines
Direct-to-LGP Refill Processing
Collects prescription numbers or medication names in free-form speech, checks active refills in systems like Kroll™ or TELUS Health, and files orders directly in seconds.
Clinical Consultation Booking (Minor Ailments & Travel Vaccines)
With Canadian pharmacists possessing expanded authority to prescribe and administer vaccines, travel medications, and minor ailment treatments (e.g., Loi 31/41 in Quebec), Vatel pre-screens clinical eligibility and schedules consults to drive high-value clinical appointments.
Secure Health Card & PHI Verification
Verifies caller identity using layered Protected Health Information (such as provincial health card numbers, dates of birth, or postal codes) against your records before discussing clinical data.
Eliminate return-to-stock with active will-call management
Turn abandoned shelf inventory into completed pickups and revenue.
Proactive Shelf Outreach
Automatically contacts patients whose prescriptions are aging on the shelf, informing them of ready medications, pricing, and operating hours.
Upstream Barrier Tracking
Gently asks why a patient is declining or delaying a medication (e.g., side effects, cost, or concerns) and logs reasons directly in their file for immediate pharmacist review.
Omnichannel Payment Links
Sends a secure, clickable payment link via SMS during the call (integrating with Stripe or Moneris) to collect copays or co-insurance/franchise balances, increasing proactive collection and drastically reducing counter lines.
“Yes, I can pick it up after work.”
Capture 24/7 volume and optimize front-desk routing
Scale your pharmacy's capacity without increasing administrative payroll
24/7 After-Hours Intake
Captures late-night refill requests and pushes transcribed requests straight into your PMS/LGP queue, ensuring your staff opens to an organized dashboard.
Priority Prescriber Routing
Instantly identifies incoming numbers from local clinics, hospitals, or partner pharmacies, routing them directly to a priority line to bypass queues.
Zero-Wait FAQ Automation
Autonomously answers high-volume customer queries regarding your location, operating hours, delivery statuses, and provincial insurance policies (RAMQ, OHIP).
FAQ
Patient identity checks, multi-script refills, controlled substances, and PMS write-back.
Vatel secures patient identity by requesting multi-layered Protected Health Information (PHI) before discussing any clinical details. During an active call, the voice agent prompts the caller for identifiers like their date of birth and ZIP/postal code. The agent cross-checks these entries in real time against your Pharmacy Management System (PMS). If the confidence score doesn't match, or if a discrepancy occurs, Vatel performs a warm, context-rich transfer to your live clinical team, fully adhering to HIPAA's minimum-necessary guidelines.
Yes, Vatel’s LLM-driven dialogue management can clarify and separate multiple active prescriptions with ease. If a patient calls and says they need "their blood-pressure pills", the AI agent queries your EHR/PMS database to identify all active cardiovascular medications. It then asks conversational, clarifying questions based on dosage or last fill date, such as: "Do you mean your 10-milligram atorvastatin taken once daily, last filled on July 10th?" to ensure absolute clinical accuracy.
Vatel uses deterministic, graph-based routing rules to handle controlled substances and expired scripts safely. When a patient requests a restricted medication or a prescription with zero remaining refills, the agent recognizes the exception. Instead of trapping the caller in a loop, Vatel conversationalizes the barrier, explains that provider approval is required, and automatically offers to schedule a clinical appointment or requests a renewal directly from the prescriber.
Vatel integrates natively with digital databases and connects with proprietary Pharmacy Management Systems via secure REST APIs and webhooks. This data flow allows the AI voice agent to retrieve real-time medication, pricing, and will-call bag information during a live call. It enables Vatel to autonomously file validated refill requests and write updates back into your PMS system, removing the need for manual receptionist data entry.