Virtual Receptionist for NDIS Providers and Allied Health
A virtual receptionist for NDIS providers and allied health clinics answers the practice phone and runs the front-desk admin these services depend on: booking and rescheduling physio, psychology, OT and speech appointments, taking new-participant and new-client intake, capturing NDIS plan details (plan-managed, self-managed or agency-managed) and the support coordinator or plan manager's contact, fielding cancellation and reschedule calls, and routing anything clinical to the practitioner. It runs remotely, on your existing number, around the clock. The reason NDIS and allied health providers need this is that the people calling are often participants, carers, support coordinators and plan managers trying to reach you during your sessions, and missed calls are a known problem when one front-desk person cannot answer four lines at once while a clinician is mid-appointment. A missed call is often a participant who rings the next provider with capacity. LUNA Systems configures the receptionist to how your service actually runs: your appointment types and durations, which clinicians take new referrals, your service area, and your intake and consent questions. Because allied health practitioners are AHPRA-regulated, the call scripts are reviewed against AHPRA advertising guidelines before launch (no testimonials, no comparative or outcome claims), and the receptionist books and routes rather than giving clinical advice. Call recordings and transcripts are stored encrypted on Australian-region infrastructure and retained according to APP 11 of the Privacy Act 1988. Setup runs two to four weeks, needs no new phone number, and works month to month. We quote it per practice after a discovery call rather than from a fixed price list.
The Problem
Why Calls Are Slipping Through
Clinicians can't answer the phone mid-session
A physio, psychologist, OT or speech pathologist with a participant in the room can't break off to pick up the phone, so the calls ring out and go to voicemail. The receptionist answers every line while your clinicians stay in session, books the routine requests itself, and texts you a summary, so nothing rings out and no referral is lost because everyone was busy with clients.
Support coordinators and plan managers can't get through
Coordinators and plan managers ring to set up services, check capacity, confirm a booking or sort out plan details, and a busy or voicemail line slows the whole referral down. The receptionist answers their call, captures the participant and plan details, and books the intake or routes the query, so the people who send you work can actually reach you.
New referrals going to the provider who picks up first
When a participant or carer has plan funding and is looking for a provider with capacity, they ring down the list and go with whoever answers. If your line is engaged or after hours, that referral walks. The receptionist picks up every call, takes the intake properly, and books the assessment so you stop losing participants you never knew called.
After-hours and weekend calls going dark
Participants, carers and coordinators ring after hours to book, cancel or ask a question, and a standard clinic answers with voicemail. The receptionist handles bookings, cancellations and FAQs overnight and on weekends, captures the details, and forwards anything genuinely urgent to your on-call line so no enquiry is left talking to an answering machine.
What You Get
Everything Included in Your Receptionist
FAQ
Common Questions
Can an AI receptionist handle NDIS participant calls?▼
Yes. The receptionist is configured to take participant and carer calls the way your service needs: it books, reschedules and cancels appointments, captures the participant's NDIS plan type (plan-managed, self-managed or agency-managed) and their support coordinator or plan manager's details, and routes anything clinical to your practitioner rather than answering it. It also handles support coordinator and plan manager calls so referrals and service setup don't stall on a busy line. Get in touch for a custom quote.
Is it suitable for allied health clinics like physio, psych, OT and speech?▼
Yes. We configure the receptionist to each discipline's appointment types and durations, which clinicians take new referrals, and your intake and consent questions, so a physio booking, a psychology intake and a speech assessment are each handled correctly. Because the calls are booking and admin rather than advertising, most of what it says is purely operational, and where it describes the practice the script is reviewed against AHPRA advertising guidelines before launch, with no testimonials, comparative or outcome claims. The compliance obligation sits with your practice; we configure the scripts so they stay inside the lines.
Does it give clinical advice or just handle admin?▼
It handles admin only. The receptionist books appointments, takes intake, captures plan details and answers operational questions like hours, location and service area. Anything clinical — a symptom question, a treatment query, a participant in distress — is routed straight to your practitioner or on-call line, not answered by the receptionist. The clinical responsibility stays with your registered practitioners; the receptionist keeps the front desk moving so they can focus on the people in the room.
Does it work after hours and on weekends?▼
Yes. You can run it as full coverage around the clock, overflow only so it picks up when your line is busy, or after-hours only so your team answers in the day and the receptionist takes evenings and weekends. After hours it books, reschedules, cancels and answers FAQs, captures every caller's details, and forwards anything genuinely urgent to your on-call line, so participants and coordinators reach a real answer instead of voicemail.
How are participant calls and recordings handled under the Privacy Act?▼
Call recordings and transcripts are stored encrypted on Australian-region infrastructure and retained according to APP 11 of the Privacy Act 1988. The receptionist captures only what's needed to book and route the call, and we confirm the retention and access rules with your practice during setup so they match your existing privacy policy and NDIS obligations. LUNA is founded by a nurse, so the privacy and clinical-governance side is handled by people who have worked in healthcare.
What does it cost compared to a front-desk hire?▼
A full-time allied health receptionist runs roughly $55,000 to $65,000 a year in salary alone before super, leave and on-costs, and still only covers business hours one line at a time. The virtual receptionist gives you 24/7 cover across every line for a flat monthly fee, quoted per practice after a discovery call rather than from a fixed price list, so it matches your call volume and your disciplines. We give you the exact figure after a discovery call.
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