Introduction
TrackStat's AI Assistant, Jaz, is an innovative virtual receptionist that streamlines front-office operations in healthcare practices. Jaz intelligently handles incoming calls, identifies patients, answers questions, and schedules appointments while integrating seamlessly with your EHR system.
This tool reduces missed opportunities, improves patient satisfaction, and frees your staff for higher-value tasks. Jaz is especially valuable during peak times, lunch breaks, or after hours when calls often go unanswered.
Note: Jaz AI is available for eligible clinics using compatible EHR systems such as ChiroTouch Classic (server) or ClinicMind/Genesis. It currently supports English only. There is an additional monthly cost for Jaz AI -details are available at https://www.trackstat.org/. Contact TrackStat Support to review plans and add the feature.
Key Features
Call Answering & Multi-Call Handling: Answers calls naturally and manages multiple calls at once.
Patient Identification: Matches incoming phone numbers to EHR records and confirms identity with full name + date of birth for security.
Appointment Scheduling: Books for new and existing patients using your Online Scheduling settings; syncs directly to your EHR.
Custom FAQs & Guided Responses: Tailor responses to your clinic’s policies, hours, services, and insurance.
Customizable Operating Hours: 24/7, after-hours only, lunch breaks, etc.
Fallback Logic: When Jaz is inactive, calls follow your standard voicemail/unanswered workflow.
Prerequisites
Online Scheduling Enabled - Required for accurate availability.
Unanswered Call Handling Activated - Routes calls to Jaz when enabled.
Recommendation for Simplicity: Many clinics hesitate due to complex scheduling rules. Keep it simple! Start with your most common appointment types. Patients do not understand “Visit Purpose” terminology - they simply want to book an appointment. Over-complicating options is a leading cause of patient and staff frustration with AI assistants.
Best Practices for Optimal Jaz Setup (Critical for Success)
Common complaints about Jaz stem from poor initial planning and overly complex online scheduling configurations. Proper setup from the beginning delivers the best results with minimal frustration.
Key Setup Tips:
Review Historical Data: Use the Appointment Report (past weeks or month). Sort by the Purpose column to identify your most frequently used Visit Purposes.
Simplify Online Scheduling: Ensure these common Visit Purposes are:
Available in online scheduling.
Allowed for rescheduling.
Provider Display Names: Remove middle initials and complex credentials (they confuse callers). For multi-location clinics, use City Name + Provider Name (e.g., “Las Vegas – Dr. Smith”).
Verify Accuracy: Double-check spelling of everything (provider names, purposes, clinic info).
Avoid Combo Appointments: Appointments using multiple Visit Purposes at once are problematic and cannot be scheduled or rescheduled via Jaz.
Handle Legacy Data: Old appointments with inactive providers or discontinued Visit Purposes can confuse Jaz. Clean up where possible.
Add Comprehensive FAQs: Use the template library and customize for your clinic (office hours, services, insurance, policies, etc.).
Internal Testing is Essential
Toggle Jaz on for the current time period and test thoroughly.
Call your voicemail number directly to test the flow.
Have team members test scheduling appointments as if they were patients.
If your team cannot successfully schedule via Jaz, patients won’t be able to either. Work out all kinks first.
When testing with staff/test patients: Ensure date of birth (DOB), email, and cell phone numbers are complete and consistent across ALL case types.
Check that the test caller’s phone number isn’t assigned to multiple fake/test patient accounts (remove duplicates if found).
Quote for Reflection:
“The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.” - Bill Gates
This is new technology. It takes time to learn and may require small adjustments to your old processes for much bigger results.
How It Works
Call Detection: Jaz answers with a standard greeting during active hours. See About the Jaz Greeting below.
Patient Interaction: Identifies via phone number, confirms identity, answers FAQs, or guides scheduling.
Scheduling: Checks real-time availability and syncs to EHR.
Fallback: Transfers to staff or takes a message for complex needs.
Call Summaries: available in Inbox under Message Type > Audio Messages filter
Extras > Scheduling > Online Appointments - view all appointments scheduled online (via Jaz AI assistant, web based scheduler and Scheduler Pro mobile app for patients)
AI credits work like minutes on a prepaid phone plan.
When a patient calls to schedule an appointment, Jaz (the AI receptionist) answers and helps them. Each credit roughly equals 1 minute of AI voice conversation time.
A typical quick scheduling call might use 2–5 credits.
Longer calls with more questions use more credits.
Your plan includes a set number of credits each month.
About the Jaz Greeting
Every Jaz call opens with a standard greeting. It identifies Jaz as an AI assistant, lets the caller know the call may be recorded, and explains what Jaz can help with. Your clinic name is inserted automatically.
The greeting cannot be edited, shortened, or turned off.
If callers say the wait is too long
The greeting isn't the only thing a caller waits through. On a forwarded call, they also hear your office phone ringing before it forwards to Jaz.
To shorten the total wait:
Reduce the number of rings before calls forward to Jaz, or
Route calls directly to Jaz so there's no ring delay at all
Both are changes in your phone system, not in TrackStat.
Configuration and Setup
Request Activation: Contact TrackStat Support to enable Jaz on your account.
Accept Consent: In the dashboard → Communication (megaphone icon) → Incoming Communications → Jaz AI, review and accept terms. This must be completed by an authorized representative of the business.
Verify Prerequisites: Confirm Online Scheduling is active.
Set Operating Hours: Choose All Hours, After Hours, or specific periods.
Import & Customize FAQs:
Go to Incoming Communications → FAQs tab.
Click Templates, select categories, and import.
Edit as needed (max 100 active FAQs). Your current count is shown in the upper right of the FAQs page.
Not sure where to start with FAQs? TrackStat includes a built-in template library with pre-made healthcare FAQs you can import directly into your account - no writing from scratch required.
Save changes
Test Immediately After Setup: Toggle Jaz on, call in, schedule a test appointment, and verify it appears in your EHR. Monitor initial calls to ensure smooth operation.
Troubleshooting Tips
Jaz Not Answering: Check operating hours and that the feature is toggled on.
Inaccurate Availability: Review Online Scheduling provider availability, blocked times, and allowed purposes.
Identification Issues: Ensure phone numbers are current in EHR.
Scheduling Failures: Verify common Visit Purposes are enabled for booking/rescheduling. Check for legacy provider/purpose conflicts.
Combo Appointment Errors: Avoid multi-purpose bookings.
Poor Patient Experience: Simplify options and expand FAQs.