Patient access that feels like care — not a call queue
Confirmations, reschedules, and after-hours questions handled the moment patients reach out — with EMR-integrated self-service, HIPAA-conscious design on every channel, and staff freed to handle the calls that truly need a human.
Patient access is a contact center problem wearing a clinical badge
Health systems don’t lose patients on care quality. They lose them at the front door — hold times, phone tag, and channels that can’t safely handle PHI.
Appointment scheduling load
Confirmations and reschedules dominate call volume. Every one an agent handles by hand is capacity taken from patients who actually need a person.
After-hours access gaps
Patients decide to cancel or confirm at 9pm — and reach voicemail. Every missed touchpoint becomes a no-show, a callback, or a lost appointment slot.
PHI compliance on every channel
Voice, SMS, chat, and email all touch protected health information. One unvetted channel or workflow shortcut puts the whole operation at risk.
Staff shortages & burnout
Contact centers average 38% annual agent turnover — and patient access teams repeating the same scheduling script all day burn out fastest of all.
Automate the routine. Escalate with context.
Three building blocks we deploy for health systems — each mapped to your workflows in discovery before a single line is programmed.
EMR-integrated conversational IVR
A voice-first AI agent that authenticates the patient, reads the schedule directly from the EMR, and completes confirmations and reschedules end to end — 24/7.
Omnichannel patient access center
Webex Contact Center engineered around patient journeys — one routing strategy across voice, SMS, chat, and email, with callback so nobody holds.
Epic / EMR integration & screen pop
When a call does reach staff, the patient record opens with it — identity, upcoming appointments, and interaction history in front of the agent before hello.
Proven blueprints from the AI Workflow Library
These aren’t concepts — they’re workflows we’ve built and shipped, adapted to patient access in discovery.
AI IVR / Voice Bot
Conversational IVR that authenticates patients and completes appointment confirmations, reschedules, and common questions without touching a queue.
Callback / Virtual Hold
Patients keep their place in line without staying on the phone — the system calls back when an agent is ready, so hold music never becomes the experience.
CRM / EMR Screen Pop
The patient record surfaces automatically as the call connects — verified identity, visit history, and scheduling context, with no “can I get your date of birth again?”
Survey Application
Automated post-visit surveys in a CAHPS-style format — capture patient experience while it’s fresh and feed the results straight into your quality program.
Compliance is an architecture decision, not a checkbox
We design PHI handling into the workflow from the first Lucidchart diagram — so audits find documentation, not surprises.
- PHI handled inside HIPAA-eligible platforms — no side channels, no data leaving the boundary you’ve approved
- Role-based access & audit trails — agents and supervisors see exactly what their role requires, and every access is logged
- Secure authentication before account details — patients verify identity in the IVR before any PHI is spoken or displayed
- Recording & retention aligned to policy — capture, storage, and purge rules configured to match your compliance requirements, documented at go-live
Built for health systems. Proven in one of the biggest.
integrated patient scheduling IVR, live in production
University of Chicago
We built a custom IVR integrated directly to EMR scheduling. Patients confirm and reschedule appointments through self-service — any hour, no hold time — which vastly improved self-service adoption and increased patient satisfaction, while staff focus on the calls that need clinical judgment.
agent login, replacing a multi-step process
Acadian
A custom single-click agent login replaced the cumbersome Cisco Mobility/Finesse workflow — agents are ready to take calls in seconds, every shift.
Give every patient a front door that answers
Start with a no-obligation assessment. We’ll map your patient access workflows, identify the fastest wins, and show you the crawl-walk-run path to get there.