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 web, mobile, or 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 availability and specialty. AI Integration: Smart logic optimizes slot utilization, physician preferences, and predicts no-show risks.
Virtual Agents can verify insurance, check eligibility and collect co-pays before and after an appointment.AI Integration: Vision AI extracts data from insurance card photos, reads the data, and populates documents with zero-error 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.
Deepening clinical engagement through smart interactions.
AI scans millions of lines of data needed for any action and delivers "No Surprise Act/Estimation" information to patients. We process patient history to assist provider decision-making. AI Integration: AI scans millions of lines of data needed for any action and delivers "No Surprise Act/Estimation" information to patients. We process patient history to assist provider decision-making.
Get qualified patients to Specialists care quickly and easily AI Integration: Agents handle the entire referral process so patients get specialty care rapidly when needed.
Value metrics for UDS & Hedis insure reimbursements and bonuses AI Integration: Automated technologies insure increased reimbursements and bonuses for physicians, clinics & hospitals
Online payment of co-pay or overdue balance. AI Integration: Real-time conversations use speech-to-text to capture patient payments and payment history during the intake process.
Incomplete medical history is gathered and re-verified. Streamlined documentation is processed via conversations, kiosks or personal devices. AI Integration: Analyzes and corrects medical & insurance history information via well designed workflows.
Post procedure outbound calls are made by Virtual Agents to check on the patient's health status. There is a seamless transition to virtual care environments. AI Integration: Ambient AI documents the virtual encounter automatically for the EMR & follows up medical procedures using agents to check on patients.
Virtual Agents answer calls for prescription renewals and follow clinical workflows. Agents provide automated refill requests and status updates. AI Integration: Logic-based screening ensures renewals meet clinical safety protocols and follow state & federal requirements.
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 and converts into patient-friendly language.
Closing the loop with financial transparency and insights.
Coding and claims submissions are expedited and financial reconciliation automated. AI Integration: Intelligent claims & denials are highlighted and pursued using alerts & automation.
The Virtual Agents can call, text, or email patient satisfaction questions. Automated NPS and HCAHPS feedback loops are fulfilled. AI Integration: Sentiment analysis on open-ended comments identifies service recovery opportunities.
Statements are generated and delivered electronically and/or on paper as well as via secure portal with a easy payment experience for patient responsibility. AI Integration: Agents create personalized payment prompts based on patient preference and historical behavior using outbound calls and texts.
Agents answer calls from patients for easy verbal pay by phone. Outbound calls by Virtual Agents can collect payments via Voice, Text, Credit Card, ACH. Automated accounts receivable management. AI Integration: Propensity-to-pay modeling prioritizes outreach and financial assistance offers utilizing approved language scripts and regulations
Payment Plans can be set up by a Virtual Agent who follow your workflows and business rules. There are multiple customized payment plans and financing options. AI Integration: Real-time plan adjustments based on changed financial circumstances.
