Patient Call Management
There’s a more intelligent approach to handling patient communications. Our call management partner has developed an AI-assisted platform that revolutionizes how you interact with patients, whether during office hours or throughout the night. This innovation enhances compliance and efficiency while mitigating provider and staff burnout. With increased patient satisfaction, significant cost savings, and seamless integration, we achieve this by replacing human operators with an AI-driven call management platform.
Daytime Call Management
Incoming calls to the organization are answered by our platform and then triaged as High or Low Priority, based on criteria established by the organization. High priority calls are automatically routed to an appropriate staff line while low priority calls are go into a message board where messages are recorded, transcribed and placed on a dashboard where staff can attend to them when needed. This process dramatically reduces the amount of time patients wait for a response and reduces the number of FTEs needed to man the phones.
After Hours Call Management
Platform answers all after hours calls, records and transcribes the messages and then sends them to the on-call provider via the provider app. Provider is then able to read the content of the message and determine how best to respond, if a response is necessary. The provider can make notes for other staff, respond to the patient via phone or text from a protected number. Notes and actions are stored on the call record so staff and provider have a record of all interactions with the patient.
Provider App
Patients enjoy immediate access without hold times, and providers receive messages instantly with multiple response options to address patient messages effectively. AI transcription facilitates providers’ understanding of patient needs effortlessly and is utilized by providers for urgent patient calls after hours.
Dashboard
Staff utilize the call management dashboard to handle patient calls during both daytime and after-hours periods. The dashboard integrates all notes and interactions for each patient message into the EHR, ensuring seamless communication between patients and providers.
“Our staff is going home on time and our patients are getting more attention and a faster response.”
“Our physicians are happier, our office staff have more insight and control, and our patients are receiving care more quickly.”