The front desk support your team has always needed.
Pillar Front Desk answers inbound calls, manages approved booking workflows and resolves routine patient enquiries—giving your team more time for the people and decisions that need them.
Built for AHPRA-regulated practices. Administrative support with clinic-controlled knowledge and human escalation.
The problem
Your team cannot be present everywhere at once.
Calls arrive while staff are helping patients, practitioners are treating and clinic managers are solving other problems. Pillar handles routine inbound conversations so opportunities do not depend on someone being immediately available.
Every capability runs inside rules your clinic sets, using knowledge your team has approved.
AI Voice
Answers calls using approved clinic knowledge.
New-Patient Enquiries
Captures intent and moves the conversation toward an appropriate administrative outcome.
Booking
Books appointments within clinic-defined rules.
Cancellation
Cancels appointments and records the outcome.
Rescheduling
Moves appointments based on availability and clinic policy.
Routine Questions
Handles approved information about hours, locations, practitioners, services and fees.
Smart Routing
Routes calls based on intent, location, department or staff responsibility.
Human Escalation
Transfers or flags conversations requiring judgement, sensitivity or clinical input.
Loop Closure
Every call finishes with an answer, booking, escalation or visible next action.
Call Summary
Records intent, outcome and follow-up required.
How it works
A routine call, end to end
An illustrative example using fictional, non-sensitive data. Pillar handles administrative outcomes only — it does not diagnose or give clinical advice.
- 01Automated
Incoming call
"Hi, I'd like to book in for my back — do you have anything this week?"
- 02Automated
Intent identified
New-patient booking enquiry. No clinical question detected.
- 03Human checkpoint
Clinic knowledge checked
Approved services, hours, locations and practitioner availability rules.
- 04Automated
Appointment type confirmed
Initial consultation, 45 minutes, per the clinic's approved booking rules.
- 05Automated
PMS availability checked
Live availability read from the practice management system.
- 06Automated
Booking created
Written back to the clinic calendar.
- 07Human checkpoint
Confirmation sent
SMS confirmation with time, practitioner, location and what to bring.
- 08Automated
Call summary added
Intent, outcome and any follow-up recorded against the patient thread.
- 09Human checkpoint
Staff attention
Required only if the conversation escalated. Otherwise the loop is closed.
From inside the practice
Built for the desk. Described by the people behind it.
From the people who feel the difference this agent makes.
“I don't want a patient standing at the desk to feel like they're competing with a ringing phone. When Pillar handles the repetitive things in the background, I can actually give the person in front of me my full attention.”
The biggest changes
01
Time back
No longer starting early just to catch up on the phones.
02
Fewer interruptions
Less stopping a real patient conversation to deal with another routine enquiry.
03
More focus
More attention for the patient standing in front of me.
Outcomes
What changes, and for whom
Front desk
Fewer interruptions and clearer priorities.
Practitioners
Less administration following them between appointments.
Owners
Broader communication coverage across the week, without adding pressure to the existing team.
Patients
Faster answers and easier access to the clinic.
Oversight
AI for routine work. People for judgement.
The boundary is explicit, agreed with your clinic before anything goes live, and visible in every conversation record.
- Clinical questions escalate to your team rather than being answered
- Sensitive conversations escalate, with context attached
- Uncertainty becomes a visible task instead of a guess
- Authorised staff control what clinic knowledge Pillar can use
- Practitioners retain clinical responsibility at all times
- Pillar does not diagnose or recommend treatment
Integrations
Works alongside the system your clinic already uses.
Your practice management system remains the source of truth. Pillar becomes the intelligent communication and workflow layer around it.
Pillar + Cliniko
Connect Pillar to Cliniko while keeping Cliniko as the source of truth for your appointments and patient records.
- Availability
- Bookings
- Rescheduling
- Cancellations
- Patient matching
Pillar + Halaxy
Add Pillar's communication and agent layer around the Halaxy workflows your clinic already uses.
- Availability
- Bookings
- Rescheduling
- Patient matching
Using CorePlus?
Keep CorePlus at the centre of your practice and talk to our team about adding Pillar around your existing workflows.
- Integration assessment
Using Nookal?
See how Pillar can work alongside your existing Nookal workflows without asking your team to change the system they already know.
- Integration assessment
Using Splose?
Splose stays your scheduling and clinical admin system while Pillar takes the calls, messages and front-desk workflows around it.
- Integration assessment
Using Power Diary?
Power Diary stays your scheduling and records system — talk to us about the layer around it.
- Integration assessment
Using Best Practice?
Best Practice remains your clinical system — we assess what Pillar can safely handle around it.
- Integration assessment
Using MedicalDirector?
Keep MedicalDirector as your clinical record and assess Pillar for the communication layer around it.
- Integration assessment
Using Zedmed?
Zedmed stays in place while we scope the communication and workflow layer around your practice.
- Integration assessment
Using HealthEngine?
HealthEngine helps patients find and book your clinic. Pillar can be assessed as the communication layer that handles the enquiries and follow-up around those bookings.
- Integration assessment
Using HotDoc?
HotDoc handles online bookings and reminders. Pillar can be assessed as the layer that answers the calls and messages those bookings generate.
- Integration assessment
Pillar works alongside your practice management system.
Brain connection
It answers like your clinic, because your clinic taught it.
Front Desk draws on the Pillar Brain: the services, fees, practitioners, locations and policies your authorised team has confirmed. When something is missing, it becomes a visible gap for staff to approve rather than an answer Pillar invents.
Security
Security and governance
Designed around human oversight and clinic-controlled knowledge.
- Authorised staff access, with roles set by the clinic
- Visible activity history for every automated action
- Clinic-controlled knowledge, changeable at any time
- Data minimisation — Pillar handles administrative context only
- Human takeover available at any point in a conversation
- Any capability can be switched off without switching Pillar off
FAQ
Common questions.
Does Pillar replace reception staff?
No. Pillar handles routine inbound administration so your reception team is interrupted less often. Judgement, sensitivity and clinical questions go to people.
Can Pillar book appointments?
Yes, within the booking rules your clinic defines — appointment types, durations, practitioner rules and availability read from your practice management system.
Can Pillar cancel and reschedule?
Yes. Cancellations and reschedules follow your clinic's policy, and the outcome is recorded against the patient conversation.
Which PMS platforms are supported?
Pillar works alongside your practice management system. Your practice management system stays the source of truth.
What happens when Pillar does not know the answer?
It says so, and escalates. The unanswered question becomes a visible task for your team, and can be confirmed into clinic knowledge so it is answered next time.
Can staff take over a call?
Yes. Calls can be transferred to a person, and conversations can be picked up by authorised staff at any point.
Does Pillar provide clinical advice?
No. Pillar is administrative support. It does not diagnose, triage clinically or recommend treatment, and clinical questions are escalated to your practitioners.
Can it support multiple locations?
Yes. Knowledge, routing and escalation can differ by location, department or practitioner responsibility.
What happens after a call?
A summary is recorded with the intent, the outcome and any follow-up required, attached to the patient's conversation thread.
How long does implementation take?
It depends on how much clinic knowledge already exists and how many locations are involved. Configuration, review and a supervised go-live are part of every implementation — we scope the timeline with you in the demo.
Hear it answer your clinic's calls.
A short walkthrough using your call volume, your practice management system and your escalation rules. No implementation commitment.