OhMD

Answer handles patient conversations through voice and text AI, while Smart Triage identifies intent and urgency before a request reaches staff. Those functions depend on language processing. The broader communication platform also supplies texting, video calls, forms and a shared inbox that staff can use directly.

Routine requests can proceed automatically, while clinically significant messages go to staff. Practices set their own escalation criteria and can adjust routing rules. Staff see the earlier conversation when taking over. The precise urgency thresholds and the handling of a missed escalation are not specified.

The triage workflow combines conversational AI with rule based assignment. Its developer offering also allows customers to connect their own language model. OhMD does not identify the models behind its standard AI service or describe their training data, versions and update schedule.

Amazon Web Services hosts the infrastructure, and OhMD has a business associate agreement with Amazon. The privacy policy also allows subcontractors handling patient information under equivalent agreements. The parties providing speech recognition and language generation for the standard service are not named.

Dermatology Associates of Western Connecticut added the Nia AI assistant in fall 2025 after using OhMD texting since late 2023. OhMD reports a 67 percent reduction in resolution time for refill and medication advice cases within 60 days, including a 50 percent reduction for refill requests and 75 percent for medication advice calls. The case study supplies no case counts or measurement protocol.

The business associate agreement limits use of patient information to contracted services and specified administrative purposes. It permits de identification, after which the resulting data falls outside that agreement, and requires return or destruction of patient information at termination unless infeasible. Model training use, routine retention periods and the response to an unsafe AI answer are not specified.

OhMD identifies itself as a business associate and makes its agreement available before purchase. The standard agreement accompanies all plans, with custom terms offered for Enterprise. Section 2.9 requires subcontractors handling patient information to accept substantially the same restrictions. The agreement also sets breach reporting duties and a process for returning or destroying information when the relationship ends.

The Vanta trust center lists SOC 2 Type I and a corresponding report that requires an access request. It also exposes control categories for infrastructure, product security, recovery and data handling. The audit's date and detailed scope sit behind that request; the public listing does not identify a Type II report.

Smart Triage sorts patient requests and highlights urgency for staff attention. OhMD explicitly leaves clinical decisions with the care team and describes the service as support for an existing nurse triage line. It makes no FDA clearance claim for this communication workflow.

Patient engagement guidance from OhMD encourages providers to monitor bias across patient populations and disclose AI use to patients. That guidance does not describe how OhMD itself evaluates its voice or triage models. Product specific subgroup results and an accountable model governance process are not supplied.

Staff can inspect the full conversation before taking over a request, and administrators can audit message history. The service terms disclaim accuracy guarantees and place clinical responsibility with providers. They invite reports of inaccuracies, but attach no output correction deadline or remedy to a mistaken AI response.

The athenahealth connection imports patient demographics from athenaOne and lets staff send conversation records back to the chart. OhMD also embeds communication inside athenaOne. Ascentist Healthcare is a named user of the integration. Other named connections include Veradigm and AdvancedMD, with patient synchronization and chat writeback described for both.

The service runs on Amazon Web Services EC2 infrastructure on the East Coast of the United States. Patient information is encrypted in storage, and OhMD says it is not stored on staff members' personal devices. Customer isolation and the locations used by any external AI processing are not explained.

Core starts at $300 per month, while AI and Automation starts at $500 per month. Calling usage is charged separately. Enterprise uses a custom quote with volume discounts, identity management and tailored onboarding. The pricing page directs buyers to sales and leaves calling rates and implementation charges unspecified.

Medical practices, health systems, federally qualified health centers and payers are named buyers. Specialty workflows cover areas including cardiology, dermatology, pediatrics and behavioral health. Dermatology Associates of Western Connecticut provides a concrete example of AI intake for medication and refill requests. Comparable results are not supplied across the full range of advertised settings.