Contact Center
Every call, text, and chat, answered and resolved, 24/7.
One assistant answers, verifies who’s calling, and hands off to the agent that actually knows the answer, scheduling, coverage, or billing, live, not a callback.
Patients call, text, and message outside business hours, and most of what they’re asking has a real answer sitting in a system somewhere, it just isn’t the person picking up the phone.
| Question type | Agent | Before Shift | With Shift |
|---|---|---|---|
| “Can I reschedule / what time is my appointment?” | Scheduling | Calls go to voicemail after hours; a missed call is a missed booking or a lost patient | Every call, text, and chat answered instantly, 24/7, changes made live |
| “Do you take my insurance? What’s my copay?” | Insurance Verification | The front desk guesses or promises a callback | Answered in seconds from real coverage data, with the actual copay, not an estimate |
| “What’s my balance? Can I pay?” | Patient Balances | Billing questions sit in a queue; the patient hangs up without an answer | Balance, payment, and payment plan handled live, with empathy |
The journey, step by step
- 1Answer + verify identity Channels· shared infra
Calls/texts/chats answered 24/7, no hold time; caller identity verified before any PHI is disclosed
- 2“What time is my appointment?” · reschedule · cancel · change doctors Scheduling
Appointment questions answered and changes made live in the conversation
- 3“Do you take my insurance?” · “What’s my copay?” Insurance Verification
Network status and benefits answered from real coverage data, not a guess
- 4“What’s my balance?” · “Can I pay?” Patient Balances
Balance, EOB, payment, payment plan, handled with empathy and compliance
- 5Choose the right channel to resolve on Channels· shared infra
Channel routing, e.g. a balance call resolved by texting a secure pay link instead of reading card numbers over voice
Channels
Channels answers every call, text, and chat the moment it comes in, and confirms who it’s talking to before anything gets shared.
Scheduling agent
The Scheduling agent reschedules, cancels, or books, live, in the same conversation, no hold, no callback.
Insurance Verification agent
The Insurance Verification agent answers ‘do you take my insurance?’ from real coverage data, not a guess from the front desk.
Patient Balances agent
The Patient Balances agent handles the balance question, the payment, and the payment plan, with empathy, on the first call.
“What’s my copay?” is a pre-visit estimate (Insurance Verification); “What’s my balance?” is a post-visit ledger lookup (Patient Balances). The patient thinks they asked one kind of question; two different agents actually answer it — proof this is real composed agents, not a single chatbot with a script.
The outcome for this journey
This pillar’s value is service quality and containment, not a cost/denial metric, and there’s no verified number to lead with yet. These metrics are directional — no percentage is attached until one is sourced.
How it works together
One assistant persona, real agents behind it. Channels answers and verifies identity, then hands the actual question to whichever agent owns that data, Scheduling, Insurance Verification, or Patient Balances, so the patient gets a real answer, not a script.
Explore the platform →Control & trust
Identity verified before any PHI is shared. Clinical questions are never answered, routed to a human instead. Every conversation logged.
Security & compliance →Let it answer your next call.
Hear how it handles a real scheduling, coverage, or billing question.