No-show recovery call script
Use this script the same day or the day after a patient misses an appointment. It's friendly, never scolds, and asks what got in the way so your team can fix the real problem. Interested patients go straight to your schedulers. The voicemail and third-party responses never mention the visit type.
How these scripts work
- AI disclosure first. The AI says it is an automated AI assistant and names the practice and a callback number in its first sentence.
- No reason for the call until identity is confirmed. Whoever answers hears only the practice name. The purpose comes after the patient confirms their date of birth.
- Clinical questions go to a person. The AI does not give medical advice. Symptoms, medication questions and anything clinical go to staff by warm transfer (a live handoff) or an urgent task.
- Emergencies go to 911. Every script says so.
- Opt-out works at any point. The patient can say "stop" or press 9.
- Voicemail says almost nothing. Practice name and callback number only. No condition, medication, test or visit type.
Before you call: confirm the no-show in your schedule (not a late cancellation already rebooked), that the patient isn't do-not-call, and that the number came from the patient. Call between 8 a.m. and 9 p.m. in the patient's time zone.
Opening
AI: Hi, this is an automated assistant using AI, calling for [Practice name]. You can reach the office at [Callback number]. May I speak with [Patient first name]?
Identity check
If the person says it's them:
AI: Thanks. To protect your privacy, can you tell me your date of birth?
Matches: go to Purpose.
Doesn't match: AI: No problem. Please call us at [Callback number] when you can. End call.
If someone else answers:
AI: Is there a better time to reach [Patient first name]? Do not mention the appointment. AI: Thanks. Please ask them to call [Practice name] at [Callback number].
Purpose
AI: Thanks, [Patient first name]. We missed you at your appointment on [Appointment date]. We hope everything's okay. Would you like to set up a new time?
Branches
Yes:
AI: Great. I'll connect you with our scheduling team now. Warm transfer. If no one is free: AI: I'll have someone call you back to pick a time. When's best? Create a follow-up task.
No:
AI: Okay. Can I ask what got in the way? It helps us do better. Go to Barrier questions. If they still decline: AI: I understand. I'll let your care team know. You can call [Callback number] anytime.
"I already rescheduled" or "I went somewhere else":
AI: Thanks for letting me know. I'll update our records. Log it.
Not now:
AI: No problem. When should we call back? Log the window.
Wrong number:
AI: Sorry to bother you. We won't call this number again. Flag and remove.
Voicemail: see Voicemail below.
Barrier questions
(one at a time; log every answer)
AI: Was it hard to get here? Log "transportation."
AI: Was the time of day the problem? We can look for an earlier or later slot.
AI: Did you forget, or not get a reminder? Would text reminders help? Only enroll in texts if the patient says yes. Log consent.
AI: Was it childcare or work? Log it.
If cost comes up: AI: Our office can talk through that with you. Want me to have someone call? Create a task. Don't discuss balances.
If they say they felt better: AI: Glad to hear it. Your provider may still want to see you. I'll let your care team know. Create a task.
Escalation to a person
Missed visit was for something they still have symptoms from, or any clinical question: AI: Let me connect you with our clinical team. Warm transfer or urgent task.
Urgent symptoms (chest pain, trouble breathing, signs of stroke, heavy bleeding): AI: Please hang up and call 911 now.
Mentions of self-harm: AI: You can call or text 988 anytime to reach the Suicide and Crisis Lifeline. I'm connecting you to our staff now.
Upset or wants a person: warm transfer, or a task with a promised callback time.
Opt-out handling
If the patient says stop or presses 9:
AI: Understood. We'll stop these calls. Thank you. Mark do-not-call on every outreach path immediately.
Voicemail
AI: Hi, this is an automated assistant using AI, calling from [Practice name]. Please call us back at [Callback number]. Thank you.
Never mention the missed appointment, provider or specialty in a voicemail.
Close
AI: Thanks, [Patient first name]. This was an automated AI assistant for [Practice name]. To reach a person, call [Callback number]. Take care.
Compliance notes
- Minimum necessary applies to third parties and voicemail. Name and number only (45 CFR 164.502(b); HHS FAQ 198). If your practice name reveals a specialty, such as oncology or behavioral health, use a neutral name and number for callbacks.
- Rescheduling a missed visit is close to an appointment reminder,. a listed purpose under 47 CFR 64.1200(a)(9)(iv)(C). Barrier conversations often run past one minute, so rely on prior express consent rather than the exemption.
- Texts need their own consent check. Only add a patient to text reminders if they agree, and log it. See the [healthcare SMS templates](/templates/healthcare-sms-templates).
- AI voices are artificial voices under the TCPA. (FCC 24-17). Consent and opt-out rules apply.
- Disclose AI at the start and end. (California AB 3030, Utah SB 226, Texas 552.051(f)).
On the Team plan, Rivvi runs this script from your daily no-show list, warm-transfers patients to your schedulers, and records every barrier so you can see why patients miss. Get started for free.
These templates are a starting point, not legal advice. Review them with your compliance lead or counsel before use.