Zo, Zocdoc’s AI Phone Assistant, is designed to eliminate patient hold times for scheduling and transfers calls to your staff based on your preferences (depending on the specific visit reasons, locations, or providers you've identified). Occasionally, patients will hang up while on the call
If a call is transferred to your staff or hang up, click Recent Calls within the Zo Performance dashboard to see the reason why.
Here's are the transfer or hangup reasons you might see:
Availability unavailable | While you may have available appointments, none of them align with the patient's preferred appointment time or date. |
Billing | The caller had billing-related questions. |
Caller unclear | We couldn’t fully determine the caller’s goal or understand their responses, possibly due to unclear speech or background noise. |
Changed mind | The caller decided they no longer needed assistance, or they dialed the wrong number. |
Conversational issue | Zo had an awkward conversation with a caller, for example by misunderstanding what the patient said. |
Emergency | The caller reported a potentially urgent or life-threatening situation. |
Identity verification | Zo could not verify the caller's identity with the information given. |
Insurance | The caller asked about insurance coverage, eligibility, or verification issues. |
Lab Results | The caller was asking about lab or test results. |
Medical Question | The caller had a clinical or treatment-related question requiring medical advice. |
Medical Records | The caller had a question about their medical history or medical records. |
Need for staff | The caller needed help or information that could only be provided by office staff (e.g. in-office logistics, was running late for an appointment etc.). |
No appointment record | The caller expected to manage or change an existing appointment but had none on record. |
Other | Other situations not covered by the other specific reasons. |
Patient portal | The caller needed help logging into or using the patient portal or website. |
Prescription | The caller needed help with a prescription or medication request. |
Pricing | The caller asked for pricing or cost-related information. |
Referral | The caller had questions or needed details about a medical referral. |
Technical issue | Zo experienced a technical issue which resulted in the caller being transferred. |
Unsupported language | The caller speaks a language not currently supported by Zo. |
Voicemail callback | The caller was following up on a missed call or voicemail. |
Zo setting | Your practice has asked Zo to transfer calls for specific reasons - for example, if a patient doesn’t know their insurance information or is trying to schedule or modify an appointment with a specific provider. You can update your settings by contacting your Zo product specialist. |