ID & Verification

Overview

The ID & Verification step is how the Virtual Agent identifies patients before completing actions like booking, confirming, or cancelling appointments.
It ensures that only verified patients can access their information or make updates, using EMR-linked identifiers such as health card number or phone number.

Each account includes a default verification setup that can be customized based on how your clinic searches for patients in the EMR.

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How It Works

1. The agent asks the caller to provide an identifier (e.g., health card number).
2. Phelix searches the EMR using the selected ID type(s).
3. If a match is found, the conversation continues.
4. If no match or a mismatch occurs, the Verification Failed or Patient Match Not Found logic applies.

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1. ID Type

Setting	Description
ID Name	Choose how the system identifies patients. Options: 10-Digit Health Card, 9-Digit Health Card, Phone Number, Name.
+ Add	Add multiple ID types (e.g., allow both Health Card and Phone). If multiple are active, the agent asks which to use.
🗑️ Delete	Remove any extra ID type to restrict to one identifier.

💡 Tip: Keep a single consistent ID type (like health card number) for best EMR matches.

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2. Secondary Verification

Setting	Description
ID Name	Field used for secondary verification (commonly Year of Birth).
Verification Required	If on, caller must pass this step to proceed.

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3. Unable to Verify Identity

Setting	Description
Action Type	Choose what happens if identity cannot be confirmed: Transfer Call, End Call, or Start from Beginning.
Transfer To	Clinic phone number if Transfer Call is selected.
Message	The message the patient hears (e.g., “I’m unable to verify your information. Let me connect you to the clinic.”)

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Example Flow

Patient: “I’d like to confirm my appointment.”
Agent: “Please enter your 10-digit health card number.”
→ If valid → proceeds to update flow.
→ If invalid → plays message and applies the “Unable to Verify Identity” action.

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Summary

Key Function	Purpose
Primary ID	Identifies the patient in the EMR.
Secondary Verification	Adds a security layer (DOB, etc.).
Route To	Determines where unmatched callers go.
Unable to Verify Identity	Defines fallback when verification fails.