Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
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AI Receptionist · Dermatology & Skin Cancer
The booking that sounds routine, and is not. Your receptionist should know the difference.
A new spot. A mole that has started bleeding. A melanoma patient ringing about their next check. On the surface these are ordinary bookings, and the wrong instinct is to offer the next available slot weeks away. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is busy, or around the clock: warm with callers, and built to spot the call that cannot wait.
After-hoursOverflowFull 24/7you choose, changeable any time
Why after-hours matters here
The most valuable call your practice gets is the one nobody answers.
A spot that will not wait
Someone who has finally decided to ring about a changing mole will not ring twice. Voicemail sends them back to their browser, or into a routine queue where an early melanoma sits behind a cosmetic consult. The first response is the one that matters.
More than a message pad
The agent answers questions about your services, the referral pathway and how a full skin check works from an approved knowledge base, then captures name, number, reason and urgency, or books directly into your software where enabled.
Post-procedure safety, built in
A caller a few days after an excision with spreading redness, heat and a fever is not a message for the morning. Emergency symptoms trigger an immediate 000 and emergency department script, plus an urgent alert to your nominated contact.
The call that hides in plain sight
It never assesses a mole. It captures, and it triages.
The hard part of a dermatology phone is not the cosmetic enquiry. It is the plain-sounding booking that carries a clinical flag, and the rare true emergency. The agent is built to tell them apart without ever making a diagnosis down the line. It captures the symptom, applies your configured triage, and routes.
Tier one: routine on the surface, priority underneath
A new, changing or bleeding lesion, a spot that is growing quickly, a melanoma follow-up patient. Cancer Council and the Optimal Care Pathway are clear that early assessment matters, so these are never dropped into the next-available slot. The agent flags them to your same-day or priority pathway with a calm "sooner if you are worried" framing, and captures the detail your clinicians need, without ever telling the caller what it might be.
Tier two: the red flag that means now
A post-procedure wound that is spreading, hot and painful with a fever, or any symptom on your emergency list. This is not a booking at all. The agent gives the immediate 000 and emergency department script, then raises an urgent alert to your nominated contact. No reassurance, no appointment offered instead, ever.
One more line it will not cross: a dermatologist is a specialist, a Fellow of the Australasian College of Dermatologists (FACD). A GP working in a skin cancer clinic is a skilled doctor, and is never a dermatologist. The agent uses the exact title your configuration sets for each person, and never lets a caller's "the dermatologist" quietly stand in for a GP. Conflating the two is an advertising and title breach, so it is fixed at the compliance layer, not left to a friendly guess.
Hear it yourself
Built for the hard calls. Ring the clinic that doesn't exist.
Coastline Dermatology is our fictional Sunshine Coast practice, invented so you can test the agent without any real patients or practitioners involved. Ask it anything a caller would ask you: describe a mole and ask if it sounds like cancer, ask for your biopsy results, or ask if the skin-cancer doctor is a dermatologist. The interesting part is what it refuses to do.
Prefer a different voice? Hear the range
Ella is the voice you just heard, and the name is always Luna whichever voice your clinic chooses. Tap any card to listen, or browse the full gallery at lunasystems.com.au/ai-voice-selection.
Filter:
Grace · Helpful Hand
Polished, bright Australian female for friendly professional assistance.
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Cooper · Friendly Mate
Warm and highly relatable, excellent for customer service.
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Olivia · Sunny Woman
Friendly, happy adult female for engaging conversations.
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Amelia · Instructor
Strong, composed female voice suited for giving instructions with clarity and authority.
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Paul · Straight Talker
Deep and firm male voice with a relaxed, conversational delivery.
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Callum · Brand Spokesperson
Neutral, confident young adult male fit for voiceovers and customer interactions.
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Barry · Helper
Inviting, friendly male for customer support and product videos.
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Liam · Guy Next Door
Casual, friendly young male for authentic and engaging conversations.
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Ethan · Casual Assistant
Laid-back with a relaxed, low-key delivery for effortless, grounded customer support.
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Heath · Calm & Composed
Smooth professional delivery, perfect for calm customer support.
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Jasper · Vibrant Stylist
A bright, expressive Australian male with an engaging, animated delivery that adds natural personality and warmth to any script.
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Eleanor · Composed Clarifier
Clear, professional adult female for customer communication.
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How she's trained
Five layers deep. From reception craft to your own protocols.
Reception craft
Natural Australian conversation, proper message-taking, booking discipline, and the golden rule underneath it all: if it isn't configured or approved, she says so and captures the question rather than improvising.
The rules of all Australian medicine
AHPRA and Medical Board advertising guidelines, the Privacy Act and state health-records law, TGA advertising rules, Medicare and fees accuracy, emergency escalation, honest AI disclosure, and recording-consent statutes in all 8 states.
The dermatology canon
The Australasian College of Dermatologists' Fellowship and specialist-title standards, the Medical Board's specialist-title and advertising rules that keep a dermatologist and a GP skin cancer doctor firmly apart, Cancer Council and Melanoma Institute clinical guidance and the Optimal Care Pathway for melanoma, and the TGA and AHPRA rules that govern any cosmetic-dermatology or prescription arm. Distilled into two-tier triage, title discipline, results-are-clinician-only and no-prescription-advice rules that cite their sources.
Your practice
Your dermatologists and GPs and their exact titles, your services, fees policy and hours, your triage thresholds and escalation contacts, plus your own materials: full skin check information, post-procedure aftercare sheets, patient brochures, and a specialised go-live questionnaire about how your practice actually runs.
Continuous improvement, versioned
Every month, every call is audited: drop-off points, unanswered question types, improvement candidates. Changes are approved with you and versioned into the agent, and regulation-change monitoring updates the rules when guidance moves. Better every month, never changed without sign-off.
The guardrails are the product
Go on. Try to make it misbehave.
Every generic voice bot can answer a phone. The question your insurer, your college and AHPRA would ask is what it says on a recorded line at 9pm with nobody supervising. Tap a question to see how Luna handles it.
Traceable, versioned, maintained
Every rule cites its source. Every agent knows its version.
The agent's behaviour is built from layered, versioned rule sets distilled from the primary sources: the Australasian College of Dermatologists' standards, the Medical Board's specialist-title and advertising guidelines, Cancer Council and Melanoma Institute guidance, and the Australian Privacy Principles. When a regulator updates guidance, we know which rules are affected and which agents need updating.
✓ approved · v1.1
All of medicine
Scope of practice, advertising discipline, privacy, emergency escalation, honest AI disclosure on every call.
✓ approved · all 8 states
Your state
Recording consent statutes, the state complaints body, after-hours nurse lines, jurisdiction privacy law.
✓ in build
Dermatology & skin cancer
Two-tier triage, specialist-title discipline, results are clinician-only, no prescription advice, cosmetic-derm overlap handled properly.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
Medical Board of Australia
Specialist-title and advertising guidelines · Good Medical Practice · the dermatologist and GP skin-cancer-doctor distinction · referral requirements
Australasian College of Dermatologists
Fellowship and specialist-title standards · position statements · full skin examination and management guidance
Cancer & clinical guidance
Cancer Council skin cancer and melanoma guidance · Melanoma Institute Australia · the Optimal Care Pathway for melanoma
Privacy & consumer law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) · TGA advertising rules · ACCC advertising guidance
Your state's law
Call-recording consent statutes · health complaints bodies (HCCC, HCC, OHO) · state health-records and medicines legislation
Distilled from LUNA's living library of 8,900+ Australian regulatory and professional documents, independently verified against source text, and monitored for regulatory change. When a guideline updates, we know exactly which rules and which agents are affected.
From go-ahead to go-live
Live on your number in about four weeks.
Configure
Your dermatologists and GPs and their correct titles, services, fees policy, hours, your triage thresholds, referral rules and escalation contacts, plus your own materials: full skin check information, post-procedure aftercare sheets, patient brochures. A specialised go-live questionnaire makes sure every answer the agent gives is yours, not a generic one.
Assemble and attack
Your agent is built from the approved compliance layers plus your configuration, then attacked with a dermatology-specific test script, including the routine-sounding urgent lesion and the results-call refusal. It must pass every probe before it ever answers a real call.
Go live, stay current
Your number routes to the agent, changeable in seconds, never a dead line. Monthly call reviews and regulation-change monitoring included.
We build around what you already run
Cliniko, Best Practice, Medical Director, Genie, Gentu, Halaxy, Coreplus, your dental suite, whatever runs your day: we design the agent around your systems, never the other way round. You don't change how your practice works to suit us.
Direct integration
Where your practice software has API access, Luna books and writes back in real time. Cliniko is live today, with more connectors on the roadmap.
Built around your workflow
No API? We wire structured, qualified messages into your existing inbox, CRM or task list, formatted exactly the way your team already works.
Standalone when needed
Locked-down legacy system? We stand up a clean parallel capture and booking layer for you, and your team reconciles it in minutes, not hours.
Fair questions
The things practice managers actually ask us.
Does the caller know it's an AI?
Always. Every call opens by saying it's an AI assistant and that the call is recorded, and it confirms it plainly if asked. That disclosure is fixed at the compliance layer; no clinic setup can remove it, which also satisfies the strictest Australian recording-consent standard.
Where do recordings and transcripts go?
They contain health information, so they're treated that way: moved to Australian-hosted storage promptly after each call, deleted from the voice platform, delivered only to the contacts you nominate, and retained for a period you set. The full detail is on our data handling and security page, and you get it in writing as a one-page summary.
Will it ever tell a caller their spot looks fine, or worrying?
Never. It does not assess a mole, a photo or a symptom over the phone, and it will not reassure or alarm a caller about what something might be. It captures the detail, applies your configured triage, and routes the urgent ones to your same-day or priority pathway. The clinical judgement stays entirely with your clinicians.
Can it keep our dermatologist and GP titles straight?
Yes, and this is fixed at the compliance layer. It refers to each person by the exact title your configuration sets, so a specialist dermatologist (a Fellow of the Australasian College of Dermatologists) is described as one and a GP in the skin cancer arm is described as a GP. If a caller says "the dermatologist" loosely, it uses your configured title in its reply without correcting them aloud. Title accuracy is a legal line, not left to improvisation.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real bookings into your calendar, including onto a priority pathway where your triage rules call for it. Otherwise it captures qualified, structured enquiries for your team to action first thing.
Built by LUNA Systems, Brisbane
Your phones, answered like the difference matters.
Because it does. Tell us dermatology is your field and we'll email you the moment your demo clinic is ready to ring, or book a discovery call and we'll walk you through exactly what setup looks like for your practice.