Maya is Solv's AI agent. She answers patient calls 24/7 and takes action while the patient is still on the line, booking visits directly in your EHR, resolving questions, and getting more complex needs to the right person.
Across more than 1 million patient calls handled by Maya, patients called about everything from booking and billing to prescriptions, records, and clinical questions. With that range of needs, an AI agent has to do more than answer the phone. It has to understand what the patient needs and take the right next step.
The average patient call lasts just over two minutes. In that time, Maya might:
- Find the right care and book a visit
- Answer a question about services or insurance
- Identify an outstanding balance and collect payment on the call
- Help with a prescription or records request
- Route a clinical question to the right team with context
Turn more calls into booked visits
30% of patient calls are about booking or scheduling care.
Maya understands what the patient is looking for, finds an open visit with the right provider, location, or time, and books it directly in the EHR.
Maya also proactively offers to book a visit whenever it makes sense, turning simple questions into more booked visits. Across three Solv partners, the share of phone calls that converted into booked visits increased by 5x to 8x after Maya started answering and offering availability.
At Little Spurs Pediatric Urgent Care, Solv’s Maya helped drive 6x growth in call-ahead bookings, while 52% of calls were resolved without staff intervention. Read the full case study →
Collect more revenue from patient conversations
17% of patient calls are about billing or insurance, making it the second-most common call category in our analysis. And 1 in 3 of those callers are actively trying to pay a bill. For organizations using Solv payments, Maya can identify an outstanding balance and collect payment while the patient is still on the phone.
The average payment Maya collects by phone is $86, turning a common patient request into collected revenue without another follow-up for staff.
Take routine work off your team
Patient calls tend to pile up when teams are already busy. Nearly 40% of the day’s calls come in between 8 and 11 AM. And calls don’t always arrive one at a time. Across the calls we analyzed, 1 in 10 came in while another call was already in progress. At high-call-volume locations, concurrency reached 23.5% during peak hours.
Solv’s Maya can answer those calls at the same time. She handles routine needs across scheduling, billing, insurance, location information, prescriptions, records, and more.
When a person is needed, Maya routes the request to the right team with context. That means less phone tag, fewer voicemails to work through, and fewer conversations your team has to restart from the beginning.
Be available when your team can’t be
24% of patient calls happen outside 9 AM to 5 PM.
Solv’s Maya answers 24/7, including nights and weekends, so patients can find care, manage an existing visit, or get help with a request without waiting for someone to be available. She can also communicate in more than 80 languages, giving more patients a way to get help in the language they are most comfortable using.
Built on Solv
Maya works across urgent care, health systems, primary care, orthopedics, and other specialty groups, and can be configured around how each organization handles booking, common questions, and staff escalation.
She’s backed by Solv’s decade of experience across booking, registration, intake, insurance, messaging, re-engagement, and payments, giving her the context to take the right next step.
FAQS
What is Maya?
Maya is Solv's AI agent. She answers patient calls 24/7 and can book visits, collect payments, answer routine questions, and route more complex requests to the right person.
Is Maya an AI receptionist?
An AI receptionist can answer the phone. Maya can answer the phone and take action.
If a patient needs a visit, Maya can find the right care and book it directly in the EHR. If they have a routine question, she can resolve it. And when something needs your team, she can get it to the right person with the context they need.
What types of healthcare organizations can use Maya?
Maya can support patient access workflows across urgent care, health systems, primary care, specialty care, and other medical groups. The workflows can be configured around how your organization schedules care, handles common patient requests, and routes needs to staff.
Can Maya book visits?
Yes. Maya can understand what a patient needs, find appropriate availability, and book the visit directly in the EHR. That can include matching a patient to the right location, provider, or type of care.
Can Maya collect payments?
Yes. Maya can identify outstanding balances, answer routine billing questions, and collect payment during the call.
Does Maya work with our EHR?
Maya and Solv connect with Electronic Health Records through APIs, HL7, FHIR, and RPA.
Is Maya different from a traditional IVR or answering service?
IVRs route calls. Answering services take messages. Maya resolves the request while the patient is still on the phone, whether that means booking a visit directly in the EHR, answering a billing question, or collecting payment.
Will Maya replace my front desk staff?
No. Maya takes the repetitive, non-clinical calls off your team's plate, like scheduling, billing questions, and routine requests, so your staff can focus on in-clinic care and the calls that need a person.
Is Maya HIPAA compliant?
Yes. Maya is built to meet healthcare compliance and security standards, including HIPAA.
Do I need to change my phone number or phone system to use Maya?
No. Maya works with your existing number or a hosted line, so there's no disruption to how patients reach your clinic.
