Twilio voice + EMR

Clinic phone system with IVR, queues, and chart-linked calls

Build phone menu trees, route callers to reception queues, and hand off after-hours to AI, with WebRTC softphones, voicemail, and call summaries on the patient record.

SOC 2 Type II PIPEDA & HIPAA-aligned Data residency in Canada
IVR builder

Phone menu as an indented call flow

Configure branches in call management. Callers hear clear options; staff see which queue or action each digit triggers.

● Main clinic line: Twilio number on your clinic subdomain
├ Press 1: Book or change appointment: Routes to scheduling queue or booking SMS link
└ Press 1: New patient booking: Public booking embed or reception callback
└ Press 2: Reschedule existing visit: Manage-appointment token flow or front desk
├ Press 2: Speak with reception: TaskRouter queue with hold music and position
├ Press 3: Prescription refill request: Voicemail capture + patient chart task
├ Press 4: Billing questions: Admin queue or after-hours message
● After hours: Business hours rule switches target
└ Route to AI assistant: Voice AI answers FAQs, captures callback intent
└ Or voicemail + on-call pager: Whisper transcription and call summary in chart

IVR targets: TaskRouter queues, voicemail, SMS links, booking embed, or AI assistant endpoint.

Call queues

TaskRouter queues with hold position and overflow

Reception, nursing triage, and billing each get dedicated queues. Agents join from browser softphones; supervisors see wait times and can reassign overflow to voicemail or callback tasks on the patient chart.

  • Inbound caller ID matched to patient record
  • Voicemail transcribed and linked to chart tasks
  • Escalate to video telehealth from same comms stack

Reception queue

Active
Avg wait
~45 sec avg
Agents
3 WebRTC softphones

Nurse triage

Active
Avg wait
~2 min avg
Agents
2 lines + overflow

Billing callback

Business hours
Avg wait
Async voicemail
Agents
1 dedicated line

After-hours AI routing when the desk is closed

Business hours rules flip the IVR target at close. Instead of endless ringing, callers reach a voice AI assistant that answers clinic FAQs, captures appointment requests, and routes urgent callbacks, with Whisper transcription and AI call summaries stored on the chart.

After-hours flow

AI System plan

  1. 1. Caller hears closed message + AI option
  2. 2. AI answers hours, location, booking link
  3. 3. Urgent intent → on-call notification or voicemail
  4. 4. Summary + transcript attached to patient task
AI System features
Security & Compliance

Built to the standard healthcare data demands.

Every clinic, IT reviewer, and privacy officer asks the same questions first. LifeLink answers them by design — not as an afterthought.

Request our security overview

SOC 2 Type II

Independently audited security controls across the platform and our operations.

Encrypted end-to-end

Encryption in transit and at rest, with role-based access on every record.

PIPEDA & HIPAA-aligned

Privacy workflows, consent, and Business Associate Agreements available.

Canadian data residency

Patient data stays in Canada with full audit logging on every action.

Clinic phone system FAQ

For office managers and IT leads evaluating Twilio voice.

LifeLink integrates Twilio voice with your EMR: inbound/outbound calls, IVR menus, queues, voicemail, and call summaries on the patient chart. Many clinics keep their published number and port or forward to LifeLink routing.

Configure your clinic IVR in a live walkthrough.

We demo queues, softphones, after-hours AI, and chart-linked call summaries.

Book a demoExplore the platform

30-minute call · No commitment · See it on your own workflows