Virtual Medical Receptionist & Phone Answering Services
Australian-based receptionists for GPs, specialists, doctors and healthcare practices. 25+ years of experience answering patient calls, booking appointments, and protecting your front desk. Ensure no patient enquiry is ever missed again.
SOI – Trusted By The Professionals
SOI’s medical virtual receptionist service gives Australian practices a team of professionals to answer every patient call. Our team books appointments directly into your practice management software and approaches enquiries exactly the way your front desk would.
At SOI, we work alongside GP clinics, specialist practices, doctor surgeries, and healthcare providers nationwide, integrating with Best Practice, MediRecords, Cliniko, Galaxy, PracSuite, Power Diary, and Nookal.
- Never miss an incoming call or a booking
- We work to your booking & scheduling protocols and tone
- Free up your time to take back control and refuel your passion for your business
- Flexible cover that scales with your practice
Whether you’re looking for full reception cover or overflow support during peak periods every call is handled in your practice’s name with the warmth, accuracy, and discretion your patients expect.
Our Clients:
Our Clients:
23 Years Experience
Australia-Wide
What Makes SOI’s Virtual Medical Receptionists Different?
- Receptionists trained in medical reception, patient triage, and clinical confidentiality
- Live bookings into your existing practice software (Best Practice, MediRecords, Cliniko, Halaxy, and more)
- 25+ years supporting GP clinics, specialists, doctors, and healthcare practices
- Flexible cover: full-time, overflow, holidays, or staff leave
- Offering seamless and professional medical virtual receptionist services for Perth, Brisbane, Sydney, and Melbourne
Never Miss a Call
Your competition is waiting to pick up your missed opportunities. Have SOI’s team on your side.
Agnostic Integration
We will work to your booking and scheduling protocols, integrating with your preferred software.
Take Back Control
Free up your time to take back control and refuel your passion for your business.
Staff? Taken care of.
All your calls are professionally answered by our specially trained receptionists.
How our solutions benefit medical practitioners.
Never miss a new client
Gain more time for your patients
Add value instantly
Let Us Help You Grow
How It Works.
1
Your Patient Calls.
2
SOI Virtual Medical Receptionists Answer
SOI Virtual Medical Receptionist answers with your practice name and follows the instructions you set.
3
Calls are managed / distributed as to your specific instructions.
23 Years Experience
Australia-Wide
How Do Virtual Receptionists Work?
A virtual medical receptionist is a remotely based, professionally trained receptionist who answers incoming calls in your business’s name. For medical practices, that means we take patient calls, book appointments, handle common queries, and escalate urgent matters per your standard protocols, all without the patient even knowing the call was handled off-site.
How does this process work in practice?
Step 1 – Onboarding and Handover
The first step is a structured handover that covers all your practice details, appointment types, fees and bulk-billing rules, urgent-call escalation, and how you want your practice introduced. For every scenario your front desk handles, we map it out and brief our receptionist team.
Step 2 – When a Patient Calls
When a patient calls your medical practice at your existing phone number, it will be automatically diverted to our team. You can switch diversion on and off at any moment, so the service remains as flexible as possible, while the patients can always dial the same number.
Step 3 – SOI Virtual Medical Receptionists Answer
SOI Virtual Medical Receptionists will start by answering with your practice name and follow the instructions as set out by the handover. Whether it’s a set practice greeting you’ve established, a script you’ve approved, or qualifying questions you always want asked, the call will be handled exactly the way your in-house receptionist would.
Step 4 – Appointment Book and Messages Captured
Most calls are bookings. So missing a call means missing a client. Our receptionists log in to your practice management software directly (Best Practice, MediRecords, Cliniko, Halaxy, PracSuite, Power Diary, and Nookal, among others) and book the patient into the correct slot, with the correct provider, for the correct appointment type. For non-booking calls, a structured message is sent to your team by email, SMS, or directly into your CRM.
Step 5 – Real-Time Summary and Hand Off
As each call is conducted, you receive a live summary that includes who called, what was discussed, what action was taken, and any required follow-ups. Nothing falls through the cracks.
Fit for Every Size
We’re experienced in the platforms you use.
The SOI Community is a vibrant collective of business owners, employees and contractors supported by our dedicated team of company leaders, client relationship managers, and customer service representatives.
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Frequently Asked Question?
A medical virtual receptionist, like what SOI offers, is a remotely based, professionally trained receptionist who answers patient calls for healthcare practices in the practice’s own name.
A virtual receptionist books appointments directly into your practice management software, handles enquiries, and approaches matters based on the protocols you set.
A standard answering service typically takes a message and passes it on.
A medical virtual receptionist actively manages your reception: booking appointments directly into your practice management software, answering patient queries, triaging urgent calls, and following the same scripts and protocols as your in-house receptionist.
From the patient’s perspective, the experience is indistinguishable from speaking to the front desk.
Absolutely.
SOI provides virtual receptionist services tailored to GP clinics, dental practices, physiotherapy, psychology, chiropractic, podiatry, and a wide range of allied health providers across Australia.
Yes.
SOI operates in line with the Privacy Act 1988 and the Australian Privacy Principles.
All receptionists are trained in patient confidentiality and secure handling of personal and health information.
We sign confidentiality agreements with every practice we onboard, and our systems are built to keep practice and patient data protected at every step.
Most medical practices are fully set up and live within 24 to 48 hours.
The process involves a structured handover, with your dedicated client relationship manager covering scripts, appointment types, escalation protocols, fees, and bulk-billing rules. Once your number is diverted, calls are answered in your practice’s name immediately.
At SOI, we cater to both small and large medical clinics.
Whether you are working as a solo operator or a sizeable multi-location group, talk to us to see how a virtual receptionist can take your clinic to the next level.
Yes.
At SOI, we offer virtual receptionist services for full business hours, weekends, public holidays, or any combination of these.
Many practices use SOI as overflow, during peak hours and as primary cover after hours. After-hours protocols are agreed upon during onboarding, including how to triage urgent calls and which practitioner or service to escalate to.
Pricing is based on call volume and the level of cover you need, whether that be full reception, overflow, after-hours, or scheduling only.
Most medical practices in Australia find that a virtual receptionist costs significantly less than a full-time front desk staff member. For a tailored quote, you can reach us on 1300 318 680.
No.
Virtual receptionists answer calls in your practice’s name using your greeting, follow your scripts, and handle calls exactly as your in-house front desk would.
Patients have a seamless, branded experience, without realising it was answered by someone outside your clinic.
Yes.
At SOI, you can turn diversion on and off at any time.
Practices commonly use our virtual receptionists for overflow, during peak booking windows, full cover during staff leave, holidays, or maternity leave, or as a permanent extension of their reception team.
Plans scale up and down as your practice’s needs change.
AI may help with simple call capture, but healthcare and allied health calls often involve sensitive information, urgency, appointment changes, and client reassurance.
A human receptionist can provide a more careful and personalised experience for patients and clients.
Healthcare callers may be anxious, unsure, or looking for guidance on what to do next.
A human receptionist can listen carefully, respond with empathy, and follow the right process without making the caller feel like they are dealing with a machine.
AI systems may be able to collect information, but sensitive healthcare enquiries need to be handled carefully.
For many clinics, a trained human receptionist provides greater confidence when managing patient details, tone of voice, urgency, and escalation.
Healthcare businesses should consider privacy, compliance, caller experience, escalation processes, and whether the system can safely manage sensitive enquiries.
If the business depends on trust and care, a human-led receptionist service may be the better fit.