A comprehensive overview of the 16 critical touchpoints in the modern patient experience, driven by AI integration and seamless digital orchestration.
Initializing the patient relationship with frictionless entry points.
Patient calls for an appointment. Patients trigger the journey via any phone.AI Integration: Natural Language understanding identifies intent and urgency immediately.
Calls are answered by Virtual Agents that can schedule appointments and pre-register new patients. Automated calendar matching is based on provider preferences availability and specialty. AI Integration: Smart logic optimizes slot utilization.
Virtual Agents can verify insurance, check eligibility and collect co-pays before an appointment.AI Integration: Vision AI extracts data from insurance card and drivers license photos for zero-error EMR data entry.
Virtual Agents can call or text patients to remind them of an appointment. Electronic Hand-Holder can be sent with robust appointment details. Automated SMS and email reminders reduce attrition. AI Integration: Conversational AI handles rescheduling requests without human agent intervention.
Electronic mapping for patient navigating to their appointment room inside the hospital using mobile devices. Digital indoor maps and arrival instructions are available for onsite visits via mobile device, digital site maps, or paper Hand-Holder. AI Integration: Location-aware triggers provide "just-in-time" check-in prompts.
Deepening clinical engagement
through smart interactions.
Virtual Agents can make much needed data available to staff or patient once authenticated rapidly.
AI scans millions of lines of data needed for any action that is programmed. AI Agent can also deliver “No Surprise Act/Estimation” information to patients in a conversation. We can also process patient history to assist provider decision-making.AI Integration: Scale engine analyzes unstructured data for clinical risk assessment using AI tools.
Online payment of co-pay or overdue balance can be completed verbally. Incomplete medical history can be gathered and verified. Streamlined documentation is immediately available via kiosks or personal devices. AI Integration: Real-time speech-to-text captures patient history during the intake process. Our Virtual Agents can speak the patient's language.
Post procedure outbound calls can be made by Virtual Agents who check on the patient's health status. There is a seamless transition to virtual care environments. AI Integration: We schedule Telehealth encounters with specified providers. Urgent issues are handled immediately.
Virtual Agents answer calls for prescription renewals and follow clinical workflows. The agents can provide automated refill requests and status updates, and inform patients on the status of their prescriptions. AI Integration: Logic-based screening ensures renewals meet clinical safety protocols.
Virtual agents provide immediate notices to physicians on critical values of lab tests. Instant alerts are sent with laboratory and imaging results. AI Integration: AI summarizes lab findings into patient-friendly language for patient comprehension.
Closing the loop with financial transparency and insights.
Coding and claims processing are expedited. Hands-free billing submission and reconciliation services can be provided. AI Integration: Intelligent coding Virtual Agents reduce claim denials by correcting errors before submission, and pre-authorizing services.
The Virtual Agents can call, text, or email patient satisfaction questions and automate NPS and HCAHPS feedback loops. AI Integration: Sentiment analysis on open-ended comments identifies service recovery opportunities.
Billing is generated and delivered by phone and text, on paper and/or electronically in a secure portal. Patients can pay verbally in a conversation creating a simplified payment experience for patient responsibility. AI Integration: Personalized payment prompts are based on patient preference and historical behavior.
Agents answer calls from patients for easy verbal pay by phone. Outbound calls by Virtual Agents can collect payments via Voice, Text, Credit Card, or ACH. Automated accounts receivable management is facilitated. AI Integration: Propensity-to-pay modeling can prioritize outreach and financial assistance offers.
Payment Plans can be set up by a Virtual Agent who follows your workflow and business rules. There can be multiple customized payment plans and financing options. AI Integration: Real-time plan adjustments can be made based on changed financial circumstances and provider rules.
Once our Virtual Agent pre-authorizes a referral visit, with the insurance company, we will call recommended specialists in round robin or fairness model depending on availability and rules. AI Integration: Virtual Agent will then confirm appointment with patient, remind patient, and follow up with specialist to add notes to patient EMR. Then we follow up with PCP.
