Hello Patient is now an approved third-party vendor in the Privia Health network. Privia Health practices can now put Hello Patient's AI agents on their phone system and patient messaging at a network-discounted rate, with the agents working directly inside athenaOne.
Your agents pick up every call, text, and web chat that slips past a busy front desk, day or night. They schedule patients, run intake, answer insurance questions, take refill requests, collect payments, and drive recall and follow-up. When a conversation needs a person, the agent hands it over with the full context already in hand.
What do Hello Patient's agents handle for Privia Health practices?
Privia Health practices get AI agents that pick up the patient conversations a front desk can't always get to, at a price set for the Privia network. On the inbound side, the agents answer every call, day and night, with no hold time. They confirm who's calling, book and reschedule appointments, run new-patient intake, answer insurance questions, and take refill requests. On the outbound side, the same agents run recall and reactivation, post-visit follow-ups, and outreach on balances that would otherwise age out. From intake to collections, the agents handle up to 60% of calls across different use cases without needing a human.
For a practice with no AI agents to handle conversations, a call that comes in after closing goes to voicemail and waits for someone to call back the next morning, if anyone gets to it. With Hello Patient’s agents, that same call gets answered and often booked before the patient hangs up. Practices that use our agents book around 20% more appointments without adding staff, because the schedule fills from conversations the practice was already missing.
When staff are helping the patient at the window, the phones keep ringing. Your agents take that overflow, answering questions about hours, locations, accepted insurance, and balances, and handling booking, reschedules, and refill requests, so the team stays with the person in front of them. It all runs on your existing EHR and phone system, so nothing about how the practice operates has to change.
Integrated with athenaOne, so the booking is done when the call ends
Hello Patient's agents work directly inside athenaOne, the EHR most Privia Health practices already run. They read the live schedule and write to it directly, so when an agent books a patient, the appointment lands on the real schedule in real time. Nobody rekeys it from a separate inbox the next morning. There's no per-practice integration to build and no IT work on your side. If your practice runs a different EHR, Hello Patient connects to others too.
This is where an AI agent and a traditional medical answering service part ways. An answering service works outside the EHR, so its messages get transcribed and entered by hand later. The agents work inside athenaOne, so the booking is done the moment the call ends. For multi-location and multi-state groups, the agents book into the right location's calendar using the scheduling rules the practice already configures in athenaOne, so a patient reaches the correct provider and visit type.
Patient data stays secure, and never trains a model
Hello Patient does not use Protected Health Information (PHI) to train AI models, and PHI stays inside Hello Patient's environment, used only to serve the practice that owns it. It's not pooled across customers or reused for anything else.
Hello Patient is HIPAA-compliant, SOC 2 Type 2 certified, and signs a Business Associate Agreement with every practice. Every conversation an agent handles is logged and encrypted, it never gives medical advice, and clinical questions get escalated to your team. This is how our agents run for every practice, from the first call.
What does it cost, and how does the network discount work?
Privia Health practices that adopt Hello Patient's AI agents receive a network-discounted rate. Pricing, onboarding, and the discount itself all route through the practice's Privia contact.
Hello Patient’s agents are priced around workflows rather than one specialty. A practice turns on what it needs, whether that's front-desk phone coverage, post-visit follow-ups, recall outreach, or the billing line, and the scope it chooses drives the cost. Final pricing is confirmed during scoping, before anything is signed, so a practice sees the number before it commits.
Live in weeks, without pulling in IT
Start with your Privia contact, the routing layer for the partnership. The contact applies the network discount and hands the conversation to Hello Patient's team for the technical setup. Because the athenaOne integration is native, most practices go live in a matter of weeks without pulling in their own IT staff.
The work on the practice's side is light. The main early task is deciding what the agents handle on their own and what gets escalated to a human, and that's a mapping conversation your team can do in a couple of sessions. You walk through the calls that come in, decide which ones the agents can finish and which ones someone on your team should pick up, and the agents follow those rules from the first day they're live. Hello Patient's team handles the rest behind the scenes, the athenaOne connection, the voice and text configuration, the escalation wiring, and the testing.
Once it's live, the agents start answering calls and running the outbound outreach the practice chose, and your team keeps full visibility throughout. Every conversation is logged, so a manager can see what the agents handled, what they escalated, and how the schedule filled. Turning on a new workflow later, like recall outreach for a specific patient group, is a configuration change the Hello Patient team makes for you. There's no new project to staff.
What results can a Privia Health practice expect?
Practices that put Hello Patient's agents on their line book around 20% more appointments without adding staff, because calls that used to reach voicemail now get answered the moment the phone rings, around the clock. Across use cases from intake to collections, the agents handle up to 60% of those calls fully, without needing a human, so the front desk spends time on the patients in the office instead of on a phone that never stops.
You can read our Carbon Health case study for the after-hours numbers in detail.
That's what a Privia Health practice can reach through the partnership, at the network rate.
Where to go from here
For the working detail, the Privia partner page carries the full FAQ, the pricing, and the savings guide, and it's the place to look once you're ready to go deeper. For how the agents work across patient conversations more broadly, visit the Hello Patient homepage.
If you are ready to talk specifics for your own practice, book a call here.
Frequently asked questions
How is this different from a traditional medical answering service?
An answering service takes a message. Hello Patient's agents finish the conversation. An answering service works outside the EHR, so a request gets written down and re-entered by a person later, which is where bookings get lost and callbacks stack up. The agents work natively inside athenaOne, so a booking lands on the live schedule in real time with no re-keying. They also do more than answer, handling calls around the clock plus intake, insurance questions, refill requests, and outbound recall and follow-up. The phone gets covered and the front desk actually gets lighter.
Does Hello Patient integrate with athenaOne?
Yes. Hello Patient has a native integration with athenahealth's EHR, athenaOne. Our agents read patient records and calendar data from athenaOne, and create new appointments, reschedules, cancellations, new patient accounts, and appointment notes in athenaOne. Practices that run on athenaOne can implement our AI agents without an IT lift on their end. The integration covers the core athenaOne workflows that drive front-desk activity, like real-time calendar reads for same-day booking, patient-record lookup for inbound call routing, creating new patient accounts, writing back new appointments, reschedules, and cancellations, and appointment-note logging for context the practice wants captured (such as a patient mentioning a change in coverage). The agents also respect the appointment-slot rules practices configure in athenaOne, for example slots restricted to specific visit reasons or providers, including the configurations multi-state practices set up across their locations. Practices on athenaOne can go live in six to eight weeks. The integration setup happens on Hello Patient's side.
How do Privia Health practices keep up with patient recall and follow-up?
Recall and follow-up are the calls a busy front desk almost never gets to, the patients due for an annual visit, the ones needing a post-visit check, the lapsed patients worth bringing back. Hello Patient's agents run that outbound work alongside the inbound calls. They call and text from the patient lists a practice supplies, on the rules the team sets, like last visit date or an annual wellness visit due, and book or route to a human in the same conversation. That outbound outreach is also where value-based-care quality measures like HEDIS, CAHPS, and care-gap closure get worked. Practices book around 20% more appointments this way, without adding staff.
How can a Privia Health practice take on more new-patient intake without adding staff?
New-patient intake is where a primary care front desk gets buried. Every new patient brings demographics, insurance, and history to collect, mostly by phone or on paper while the next patient waits, so growth runs into a staffing ceiling. Hello Patient's agents run intake over the phone and by text. They capture the demographics, insurance, and history the visit needs and create the patient's record in athenaOne, the EHR most Privia Health practices run, so nobody re-keys it later. Anything that needs a person routes to the team. That's real added capacity, so a practice takes on more new patients without the intake load growing one-for-one, at a network-discounted rate.
Can Hello Patient's agents collect patient balances over the phone?
Yes. When a patient calls about a bill, the agent looks up the balance, explains the charge and what insurance covered, walks through the payment-plan options the practice offers, and texts a secure payment link so the patient can pay on the call. Hello Patient's agents collect through the practice's own payment system, so the money moves the way it already does. The agents also run outbound balance reminders over voice and text, so balances that would otherwise age out get worked before they turn into a collections problem. Anything that needs a person, like a disputed charge or a request the practice's rules don't cover, routes to the billing team with the full context attached.
Is Hello Patient HIPAA-compliant?
Yes. Hello Patient is HIPAA-compliant, SOC 2 Type 2 certified, and signs a Business Associate Agreement with every practice, as HIPAA requires. Every patient conversation its AI agents handle is logged and encrypted. The agents never give medical advice, and clinical questions get escalated to your team. The agents operate under your practice's BAA across every channel they run on, whether voice, text, or web chat. The audit log captures every conversation for compliance review. Hello Patient does not use Protected Health Information (PHI) to train AI models, and PHI stays inside Hello Patient's environment, used only to serve the practice that owns it.
How much do Hello Patient's AI agents cost for a Privia practice, and how do they get started?
Pricing for Privia Health practices is network-discounted, and the specifics run through Privia's own process. Hello Patient sizes pricing to each practice based on the number of locations, patient volume, and which services you turn on across inbound and outbound voice, text, and web chat. To get started, reach out to your Privia contact, who routes the conversation and brings in Hello Patient to size pricing. The Privia Savings Guide carries the pricing details, so everything stays inside the process your practice already uses.
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