Autonomous booking in the scheduler
The assistant checks availability and writes the appointment into the diary, when that mode is on for that funding type.
Italian SSN and SSR bookings, handled by the AI virtual reception
The Italian National Health Service (SSN) and Regional Health Services (SSR), private care and insured patients each follow their own rules. You set them per service and per site.
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SSN calls keep reception on the line
In accredited and contracted private facilities, Italian National Health Service (SSN) calls are among the longest. The patient reads out the electronic prescription, the NRE (Italian electronic prescription number) and the Codice Fiscale (Italian tax code), and the rules are not the same as for private or insured care. Regional Health Services (SSR) add another set of rules, while the booking desk of the accredited clinic, the CUP, keeps ringing.
It is a daily pattern in a polyclinic or a diagnostic centre that delivers the same service under SSN and privately. The AI phone booking of Virtual Reception takes that step, so operators stay on the requests that need a colleague.
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Prescription, NRE and tax code stretch the call
Reception stays on the line while the patient looks up the dematerialised prescription. -
The same service follows different funding rules
SSN, private and insured bookings are not handled the same way, and not every site is accredited for the same services.
How it works, in four steps
The patient calls the usual number. The assistant recognises the service and the funding type, collects the prescription details and closes the request according to that site's configuration.
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01
The patient calls
The call reaches Virtual Reception from the facility switchboard, like the other inbound calls. The patient speaks normally, with no keypad menu.
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02
The assistant recognises service and funding type
It understands which service is needed and whether the patient is asking under SSN/SSR, privately or through insurance. It applies the mode configured for that combination and that site.
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03
It collects the tax code and the NRE
For an SSN booking it asks for the patient's Codice Fiscale (Italian tax code) and the NRE on the dematerialised electronic prescription, and keeps them with the transcript.
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04
It books, transfers the call or saves a callback
When the configuration says so and the scheduling system supports it, it writes the booking into the diary. Otherwise it passes the call to an operator or saves a callback request.
A booking mode for every service and funding type
For each service in the catalogue you define how Virtual Reception handles each funding type: SSN/SSR, private, insured or convention. The same service can be booked autonomously for a private patient and handled differently under SSN, and the other way round.
Live transfer to an operator
The call stays with the operators, with the request context already collected.
Callback request
The conversation is saved as a callback request, ready for reception.
Information only
The assistant answers the question, without opening a booking or a callback.
Configuration you can set site by site
For multi-site organisations the configuration can differ from one site to another. One site may be accredited for certain SSN services and another may not: the assistant applies the rules of the site the patient is calling, instead of one setting for the whole group.
A polyclinic with several addresses, or a diagnostic centre with one contracted site and one private-only site, sets funding type and mode service by service on each site. The configuration panel is the same; the rules change.
Collection of the Italian tax code and the NRE
For SSN bookings the assistant asks for and collects, in the conversation, the patient's Codice Fiscale (Italian tax code) and the NRE (Numero di Ricetta Elettronica), the number on the dematerialised Italian electronic prescription. Those are the details reception uses for an SSN case.
Tax code, NRE and the conversation transcript are already in the panel when the call is passed to an operator or becomes a callback request. Reception calls back with the context, without asking the patient to read the prescription again.
Try an Italian SSN booking by phone
Outgoing call
Centro Medico Sant'Andrea
02 3055 1707
How can I help you?
Call this number and ask for a service under the Italian National Health Service (SSN) or as a private patient. The assistant of Centro Medico Sant'Andrea answers: a fictional centre used only for this demo.
This is a trial call: no real appointment is written into a diary. Data handling follows the privacy notice, available at this link.
Frequently asked questions
Funding types, sites, the data collected, and what happens if the scheduler does not write the SSN booking into the diary.
Yes. From the configuration panel you decide how to handle bookings under the Italian National Health Service (SSN) and Regional Health Services (SSR), including per service and per site. When your scheduling system supports it, SSN bookings are written straight into the diary; otherwise the call is passed to an operator or saved as a callback request, with the Italian tax code (Codice Fiscale), the electronic prescription number (NRE) and the conversation transcript already available for reception.
Yes. For each service in the catalogue you set a mode for every funding type: SSN/SSR, private, and insured or convention schemes. The same visit can be booked autonomously for a private patient and, under SSN, transferred to an operator or saved as a callback. The reverse is possible too.
Yes. For multi-site organisations the configuration is set site by site. One site may be accredited for certain SSN services and another may not: the assistant applies the rules of the site the patient is calling.
For SSN bookings the assistant asks for and collects, in the conversation, the patient's Italian tax code (Codice Fiscale) and the NRE, the number on the Italian electronic prescription (Numero di Ricetta Elettronica). Those details stay available for reception together with the transcript.
An SSN booking is written into the diary only when it is supported by your scheduling system. If it is not, the call is passed to an operator or saved as a callback request, with tax code, NRE and transcript ready for reception.
Yes, our solution is fully compliant with the GDPR (General Data Protection Regulation) and the European Artificial Intelligence Act. The Virtual Reception infrastructure was developed to the highest security and privacy standards, ensuring data protection, maximum reliability and compliance with all applicable regulations.
Do as your patients do. Trust recognised specialists.
Set the rules for SSN, private and insured care, and let the virtual reception collect the tax code, the NRE and the request, service by service.