AI Receptionist for Senior Care Facilities
Answer every adult-child inquiry, tour request, and level-of-care question in your community's voice — even at midnight. Phantom Desk AI qualifies families, books tours straight into your sales calendar, and writes the inquiry back to PointClickCare, Yardi Senior Living, or Eldermark before the call ends.
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The problem senior care facilities face every day
Adult children searching for a parent's next home call eight to twelve communities in one sitting, and 75% of senior living prospects choose the first community they actually speak with — not the first one they leave a voicemail for. The average community converts only 23.5% of new leads to tours, the lowest rate since 2020, and 20% of inbound inquiries arrive after 5 p.m. when the sales counselor is gone. Of calls that do reach business hours, only 37% are answered by a salesperson — the rest hit a receptionist who can't qualify level-of-care or check tour availability. With an average resident lifetime value of $150,000 and a $431 cost-per-lead, one missed family per month is $1.8 million in annual revenue walking to the competitor. Hiring 24/7 sales coverage runs $180,000-plus per community, and answering services can't qualify ADLs or book into Yardi.
How Phantom Desk AI handles your calls
Phantom Desk AI sounds like a real senior living counselor on your team and handles the work your sales staff and nursing floor shouldn't have to:
- Tour booking with adult-child caller intake — Captures the prospective resident's name, the adult child's contact info, urgency, and current living situation, then drops the tour straight onto your sales counselor's calendar.
- Level-of-care needs assessment — Asks the right ADL, mobility, cognition, and medication-management questions to qualify independent living, assisted living, memory care, or skilled nursing before the family ever walks in the door.
- Pricing and financial-options routing — Explains base rates, care levels, community fees, and second-person fees from your rate sheet, and routes detailed pro-forma questions to the executive director.
- Medicaid and long-term-care insurance questions — Answers which Medicaid waivers and LTC carriers your community accepts and books a financial review with the right counselor for anything that's not on the accepted list.
- PointClickCare, Yardi Senior Living, Eldermark, and MatrixCare write-back — Every inquiry, tour, and call summary lands in your CRM with the prospect record, lead source, and next-step task assigned automatically.
- Family-member updates routed to nursing — Identifies adult-child callers asking about a current resident, escalates urgent clinical questions to the charge nurse, and logs non-urgent updates for the next shift huddle.
- Move-in coordination — Confirms move-in date logistics, deposit timing, the unit walk-through appointment, and the medication reconciliation visit so day one runs without a phone-tag chain.
What it saves you
A typical 60- to 120-unit senior living community using Phantom Desk AI saves $9,800 to $16,400 per month and reclaims 28 to 36 staff hours per week across sales, concierge, and nursing. The savings come from four places. First, captured after-hours inquiries: communities recover 18 to 26 net-new family conversations per month, and at the industry's 23.7% tour-to-move-in rate that's 1-2 incremental move-ins per quarter — each worth $72,000 to $108,000 in first-year revenue at $6,000-$9,000 monthly rates. Second, sales counselor time redirected from phone-tag into tours — roughly 14 hours per week. Third, cancelled answering-service contracts that ran $600 to $1,800 per month. Fourth, fewer 2 a.m. nursing-floor interruptions because routine status calls route to a shift-summary log instead of the charge nurse. Phantom Desk runs at a flat per-minute rate 65% cheaper than a regional answering service.
Set up in under 30 minutes
- Connect your community phone line. Forward your existing main number — no porting, no downtime, no IT ticket to corporate.
- Tell us about your community. A 5-minute form covers your care levels, base rates, accepted Medicaid waivers and LTC carriers, tour availability windows, and emergency-escalation rules.
- Go live. Phantom Desk AI starts answering on the next call. Listen in real-time from the sales counselor dashboard or barge in any call you want to take yourself.
Frequently asked questions
Does Phantom Desk AI integrate with PointClickCare, Yardi Senior Living, and Eldermark?
Yes. Phantom Desk AI writes inquiries, tour bookings, call summaries, and follow-up tasks directly into PointClickCare, Yardi Senior Living, Eldermark, MatrixCare, Aline, and Welcome Home through their supported integration paths. The mapping is configured during onboarding so every lead lands on the right counselor with the right lead source attribution.
Can it actually book a community tour?
Yes — it reads availability from your sales counselor's calendar and books the tour into the slot the family chooses, then sends a confirmation text with directions, a what-to-expect guide, and the counselor's name. Communities running Phantom Desk AI typically see tour-booking rates jump because adult children calling at 9 p.m. get a tour on the calendar instead of a "we'll call you back tomorrow" voicemail.
Is the call data HIPAA-compliant?
Yes. Phantom Desk AI is HIPAA-compliant with a signed BAA, encrypted storage of call recordings and transcripts, configurable retention, and audit logs of every action. PHI from current-resident calls (medication questions, clinical updates) never leaves the secured infrastructure and is handled separately from sales-inquiry data.
Can it route calls correctly across multiple communities or care levels?
Yes. For multi-community operators, Phantom Desk AI identifies which community the caller is asking about (by phone number routing or by asking) and routes to the right sales counselor, executive director, or nursing line. Within a single community, it routes by care level — independent living tours to the IL counselor, memory care inquiries to the memory care director, clinical questions to the charge nurse.
What does it cost?
Phantom Desk AI is priced per minute of call time, with most senior living communities spending between $700 and $1,800 per month based on inquiry volume and current-resident family call traffic. There's no per-counselor seat fee, no setup fee, and no minimum contract — see the pricing page for current rates.
How does it handle current-resident family communication?
It identifies adult-child callers asking about an existing resident, takes the message, and routes it by urgency. Clinical-urgent items (falls, medication concerns, behavior changes) escalate immediately to the charge nurse on shift; routine updates (laundry, mail, activity sign-up) post to the next shift huddle log so families get a callback within your defined SLA without interrupting nursing care.
How does the level-of-care qualification actually work?
It walks the family through a structured ADL and cognition intake — bathing, dressing, transfers, meds, ambulation, memory cues, behaviors — using the same script your counselors use, then tags the prospect as IL, AL, memory care, or skilled-nursing-needed before the tour. Counselors walk into the tour already knowing which neighborhood and price tier to walk first.
What happens if a caller asks something it doesn't know?
It says "let me get the right person on that for you" and either warm-transfers to your sales counselor or executive director if you're open, or captures the question and texts the answer within your defined SLA. Nothing gets promised about pricing, availability, or care that isn't on your approved sheet.
Stop losing move-ins. Start booking tours.
Phantom Desk AI pays for itself the first time it captures an after-hours adult-child inquiry that converts to a move-in. Most communities see ROI inside the first 30 days.
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