Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
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AI medical receptionist · Virtual medical receptionist · Australia-wide
AI medical receptionist for Australian clinics. Built around how your clinic works.
A done-for-you medical receptionist grounded in Australian healthcare, your specialty and your clinic's own approved knowledge. It answers, books and routes without crossing into clinical judgement.
30 fictional specialties · Five-minute live calls · Your clinic approves the build
01 Reception intelligence
02 Medical foundations
03 Specialty authorities
04 Comparable-practice patterns
05 · The decisive layerYour clinic
Your people · your rules · your preferred way to work
The product, live
Choose your specialty. Call a fictional clinic. Test the boundaries.
Pick from 30 fictional Australian practices and make a five-minute call. Try a routine booking, a privacy trap, a difficult specialty question or an urgent scenario. No real patient or practitioner is involved.
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.
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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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The demo uses made-up clinic information. Your build uses the five controlled layers plus your clinic's approved material.
Map it to your clinicThe five-layer knowledge model
Medical knowledge gets specific. Your clinic stays at the centre.
“Trained for healthcare” is too vague. LUNA separates what the receptionist knows into five controlled layers, so you can see which rules apply to every call and which answers belong only to your clinic.
- 01Call handlingControlled source
Reception intelligence
The general craft of answering a call: greet clearly, understand why the person called, ask the useful follow-up questions, book, transfer and summarise.
- 02All healthcareControlled source
Medical foundations
The rules that apply across healthcare: privacy, recorded-call disclosure, protected information, emergency direction and the boundary between administration and clinical advice.
- 03Your fieldControlled source
Specialty authorities
The professional colleges, National Boards, government guidance, legislation and accreditation material relevant to the clinic's field.
- 04Similar practicesControlled source
Comparable-practice patterns
Public and de-identified patterns from similar specialty practices help anticipate common call types, appointment structures and administrative questions.
- 05The decisive layerClinic approved
Your clinic's operating knowledge
Your practitioners, correct titles, services, fees policy, hours, referral rules, patient materials, escalation contacts, preferred wording and the way your team chooses to work.
Why the order mattersThe first four layers make the receptionist safe and capable. The fifth makes it yours.
Your clinic can choose the tone, workflow and approved answer. It can tighten a medical boundary, but it cannot remove one.
Reception work, with a hard clinical boundary
Complete the administration. Hand over the judgement.
LUNA's AI medical receptionist answers calls for Australian general practices, dental clinics, allied health providers, specialists and cosmetic medical practices. It can cover overflow, after hours or the full phone line, using the clinic's existing number. The receptionist identifies why the patient called, follows the approved intake questions and completes the next administrative step: book or change an appointment, provide approved practice information, transfer the caller or create a structured message. It is configured around five knowledge layers: reception handling, Australian medical safeguards, specialty-specific authorities, comparable-practice patterns and the clinic's own operating knowledge. It does not diagnose, interpret results, recommend treatment or replace clinical judgement. Sensitive, clinical and urgent calls follow the clinic's written handover or emergency pathway. LUNA is led by an AHPRA-registered nurse and works with clinics Australia-wide.
Complete the task
Book, reschedule, cancel, capture details, explain approved practice information or send the agreed follow-up.
Receptionist handlesBring in a person
Transfer or create a structured message when the question needs clinical, financial or professional judgement.
Human handoverFollow the fixed path
Use the clinic's urgent escalation process and give the configured emergency direction without assessing the caller.
Escalate nowFrom ringing phone to the right next step
The caller gets an answer. Your team gets the outcome.
The receptionist checks the caller's request against the approved clinic rules, then books, hands over or escalates. It routes the call; it does not give medical advice.
Incoming clinic callAnswered on your existing number
LUNA answersListens, checks the configured rules, then takes the right path
Routine booking
Checks the right calendar and confirms the appointment.
Booked in PMSNeeds your team
Transfers the caller or captures a structured urgent message.
Human handoverEmergency language
Gives the fixed 000 direction and alerts your nominated contact.
Escalated nowYour team gets the outcome, not another inbox to watch.SMS and email confirm who called, what they needed and what happened next.
RNBuilt by a registered nurse
Clinical boundaries came before the automation.
LUNA founder Justine Coupland is an AHPRA-registered nurse and automation specialist. The agent is designed around how a healthcare call should be handled, what it must never answer and when a real person must take over.
AHPRA NMW0002113429Australian healthcare contextRules tested before go-live
Meet Justine and verify her credentials →The hard questions are part of testing
A safe answer is sometimes a warm refusal.
Every specialty has questions the receptionist must not improvise on. The build defines how to decline, what to explain and which next step keeps the patient moving.
These examples illustrate configured administrative boundaries. The final wording and escalation paths are approved with each clinic.
Done-for-you implementation
From real clinic calls to a tested receptionist.
A standard build usually takes about four weeks. More complex specialties, locations or practice-software workflows can take longer; the written scope sets that expectation before work begins.
- 01
Map the calls and boundaries
We review why patients call, what reception can complete, what requires a clinician and what must follow an urgent or emergency path.
- 02
Build the five knowledge layers
LUNA assembles the reception, medical, specialty, comparable-practice and clinic-specific knowledge into one controlled receptionist.
- 03
Connect the approved systems
Your existing number, practice software, notifications and transfer destinations are connected using the safest available route.
- 04
Test the difficult calls
Routine bookings, privacy traps, unexpected questions, vulnerable callers and emergency language are tested before a real patient reaches the agent.
- 05
Approve, launch and maintain
Your clinic approves the build. Call outcomes are then reviewed with you and improvements are versioned instead of silently improvised.
AI medical receptionist integrations for the systems your clinic already uses
Cliniko, Nookal, PracSuite, Power Diary, Best Practice, MedicalDirector, Genie, Gentu, Halaxy, Coreplus or your dental suite: we design the agent around your systems, never the other way round. You don't change how your practice works to suit us.
Cliniko live connectorNookal API-capablePracSuite API-capablePower DiaryHalaxyCoreplusBest PracticeMedicalDirectorGenie / GentuDental suites
Approved API connection
Where your software provides approved API access, Luna can book and write back in real time. Cliniko is live today. Nookal and PracSuite connections are scoped against the access your account and vendor permit before we promise a workflow. See what we build on Cliniko and Halaxy specifically.
Secure webhook or connector
If a direct booking endpoint is unavailable, an approved connector or secure webhook can route structured booking and call data into the right workflow without pretending a native integration exists.
Safe fallback for closed systems
Locked-down system? Luna sends a structured message or uses a clean parallel booking layer, with the patient details and next action in the exact format your team already handles.
Connection method depends on the PMS vendor, your subscription and its access controls. We confirm the path in writing before build work starts.
A better buying comparison
Compare the knowledge and ownership. Not only the voice.
A self-serve AI tool, a human answering service and a done-for-you medical receptionist can all fit different clinics. Compare who owns the healthcare sources, clinic rules, integrations, testing and changes after launch. For the broader market, see the Australian virtual receptionist comparison, then apply the additional clinic safeguards described here.
| What to compare | LUNA medical AIDone for you | Typical self-serve AIYou configure it | Human answering serviceProvider dependent |
|---|---|---|---|
| Healthcare training | Five controlled layers, ending in your clinic's own operating knowledge | Usually starts from a general-purpose template | Depends on the provider and staff assigned |
| Clinical questions | Declines, routes or captures instead of improvising | Behaviour depends on the prompts you configure | Transfers or takes a message under the service script |
| Emergency language | Fixed 000 direction plus your nominated escalation path | Must be designed and tested by the customer | Escalation process varies by answering service |
| Practice software | Cliniko live, with API and webhook options scoped around your PMS | App marketplace or do-it-yourself setup | Often message-taking rather than live write-back |
| Before go-live | Specialty-specific adversarial tests must pass | Testing is usually led by the account owner | Training and quality checks vary by provider |
| After launch | Calls reviewed, improvements approved with you and versioned | Usually self-managed | Human coaching and quality processes vary |
“Typical” describes the usual buying model, not every provider. Ask any supplier to show you its exact scripts, escalation rules, data path and testing process.
Call value and custom scope
Put a number against missed calls. Then price the real build.
Use your own call volume, unanswered-call rate, booking rate and first-appointment value. The calculator is an estimate for decision-making, not a promised return.
Your numbers
60
5300
25%
1080
$180
1005000
40%
1050
What may be at risk
Missed calls per month
65
Potential missed bookings per month
26
Estimated revenue at risk per month
$4,680
Potential recovered if 80% of missed calls are answered
$3,744/month
Annual revenue at risk
$56,160
This scenario uses only the numbers you entered. It assumes 80% of currently missed calls are answered, then applies your booking rate and first-appointment value. It is not a forecast or revenue promise and excludes repeat visits, referrals and lifetime value.
Talk through your clinic's call numbers
Free 30-minute discovery call · Flat monthly service
A written scope based on the clinic.
- The specialties, locations and call types
- The five knowledge layers and source review
- Booking, transfer and escalation logic
- Practice-software and phone connections
- Testing, monitoring and ongoing changes
A solo specialist, a multi-site practice and a clinic with complex PMS write-back are different builds. The quote explains the knowledge, connections and ongoing service before anything begins.
Plan the clinic walkthroughQuestions, answered
AI medical receptionist questions, answered
What is an AI medical receptionist?↓
An AI medical receptionist answers clinic calls using conversational voice technology rather than a rostered call-centre team. LUNA configures it for administrative reception work: bookings, reschedules, routine practice information, messages, transfers and approved escalation paths. It does not diagnose, interpret symptoms or replace clinical judgement.
What information is the medical AI receptionist trained on?↓
LUNA builds each receptionist from five controlled knowledge layers: general reception handling; Australian medical privacy, disclosure and safety boundaries; authorities and guidance relevant to the specialty; public and de-identified operating patterns from comparable practices; and the clinic's own approved information, rules and preferences. The final clinic layer is the most specific and shapes how the receptionist represents that practice.
How is the receptionist trained for my medical specialty?↓
The specialty layer is mapped to the professional and regulatory sources that apply to the field. Depending on the specialty, that can include National Board and Medical Board guidance, professional colleges, government health information, legislation, accreditation requirements and specialty-specific administrative boundaries. Those sources inform what the receptionist may answer, what it must decline and when it must hand the call to a person.
Do you use information from other clinics?↓
The comparable-practice layer uses public information and de-identified operating patterns to anticipate the common call types, appointment structures and administrative questions found in a specialty. LUNA does not copy another clinic's patient data, confidential documents, private scripts or commercially sensitive information into your receptionist.
What information from our clinic is included?↓
The clinic layer can include your practitioners and correct titles, services, appointment types, hours, locations, referral rules, fee policy, patient information, approved pre-care or aftercare material, booking preferences, transfer contacts and the phrases your team uses. You approve this material and the receptionist follows it inside the higher medical and safety boundaries.
Is the AI medical receptionist AHPRA-aware?↓
Yes. AHPRA and National Board advertising requirements are part of the medical baseline, along with privacy, recording disclosure and clinical boundaries. The receptionist is designed to avoid testimonials, guarantees, misleading comparisons, prescription-medicine promotion and invented clinical answers. Your clinic remains responsible for its own clinical governance and the final approved scope.
What happens if a caller describes a medical emergency?↓
The receptionist does not assess or diagnose the caller. Configured emergency language triggers the approved emergency direction, such as telling the caller to contact 000, and can alert the clinic's nominated contact. Urgent but non-emergency calls follow the clinic's written transfer or escalation process.
How is patient information handled and where is it stored?↓
Calls are treated as potentially containing sensitive health information. Before launch, the clinic receives a data-flow summary covering the approved providers, recording disclosure, access, confirmed storage regions, retention and the destinations for transcripts or messages. Australian data residency is treated as a specific architecture requirement and is not assumed across third-party voice platforms. The controls are informed by APP 8 and APP 11, but the clinic remains responsible for its privacy obligations. More detail is available on the data handling and security page.
Can it answer after hours or only during clinic hours?↓
It can be configured for after-hours coverage, overflow when the front desk is busy, or full-time answering. The handover times, on-call contacts, transfer rules and fallback behaviour are written around the clinic rather than imposed as a fixed package.
Can it book, reschedule and cancel appointments?↓
Yes, where the practice management or booking system permits the required connection. The receptionist can identify the approved appointment type, offer available times and confirm a change only after the connected system confirms it. Closed systems use a structured fallback so the team receives the caller and next action clearly.
Which practice management systems can it connect to?↓
Cliniko is LUNA's live direct connector. Nookal and PracSuite expose API access that can be scoped. Power Diary, Halaxy, Coreplus, Best Practice, MedicalDirector, Genie, Gentu and dental systems are assessed during discovery for an approved API, connector, secure webhook or structured fallback. LUNA confirms the connection path in writing before build work starts.
Can I try the AI medical receptionist before committing?↓
Yes. The live demo on this page lets you choose from 30 fictional Australian clinics and make a call for up to five minutes. Each scenario is designed around a different specialty so you can test routine bookings, difficult questions, privacy boundaries and escalation behaviour without involving a real patient or practitioner.
How long does setup take?↓
A standard medical receptionist build usually takes about four weeks. LUNA maps the calls and knowledge sources, configures the five layers, connects the approved systems and tests routine, unusual and urgent scenarios before go-live. More complex multi-site or practice-software work can take longer and is confirmed in the written scope.
How much does an AI medical receptionist cost?↓
LUNA does not publish a one-size-fits-all figure because the call types, specialty rules, number of locations, booking logic and software connections vary by clinic. After the clinic walkthrough, you receive a written scope and flat monthly service quote rather than an unbounded per-minute estimate.
Does it replace our medical receptionists?↓
No. It is designed to take pressure off the team by handling approved administrative calls, overflow and after-hours demand. Calls that need clinical judgement, discretion or a person follow the clinic's transfer and escalation rules.
What is the difference between this and a virtual medical receptionist?↓
A virtual medical receptionist is usually a person working remotely for an answering service. LUNA's medical receptionist uses AI, so it can answer multiple calls at once and follow the same configured rules around the clock. A human service may suit a clinic that prefers a person for every interaction. Compare coverage, booking capability, privacy, escalation and who maintains the clinic knowledge after launch.
Founder, LUNA Systems · Registered Nurse (AHPRA: NMW0002113429)
Former nurse and beauty therapist turned automation consultant. Justine builds custom AI systems for Australian service businesses, so they can stop chasing leads and start growing.
A practical first step