Are you spending hours on appointment scheduling, insurance verifications, and patient communications? Front office tasks, while critical to the patient experience, can often take critical clinical time away from medical staff. The result? Less time for patient care, frustrated patients, and more time spent on administrative tasks. With administrative burden representing 15-30% of total healthcare costs and 60-70% of practices struggling with staffing shortage, the stakes have never been higher.

That’s why we set out to build Agents Center.

Agents Center Overview

Agents Center is your home base for building intelligent assistants that transform manual call flows with scalable automation, integrated directly with Air.

In Air, our Agents have access to all of the following data:

• The entire practice scheduling preferences

• Patient demographic and clinical history

• Insurance eligibility and past claim history

Due to direct, in-built integration into Air, our agents are able to answer the following questions:

• Chart Note History: What meds did the doctor last prescribe for me again?

• Billing History: Can you tell me how much I owe in my last bill? Why did I get charged that much?

• Provider Scheduling Preferences: When is Dr. Bill going on vacation? Can you get me a slot before he goes out?

Here's a breakdown of what our agents can do:

Comprehensive Inbound Call Management

Agents can handle the full spectrum of patient communications with extreme accuracy.

For Workflows Supporting Existing Patients:

• 24/7 Rescheduling & Cancellations: We’re able to understand immediately what appointments are upcoming and modify them

• Insurance Confirmation: Review insurance info and confirm usage (or collect)

• Clarifying Questions: Help patients answer questions related to their previous visits

• New Appointments: Schedule new appointments based on patient preferences and booking history

For Workflows Supporting New Patients:

• Create the patient profile from scratch

• Schedule new appointments

• Create cases for each new appointment

• Confirm patient eligibility

Listen to a sample call recording below:

For Patient & Call Triaging:

• Route to phone numbers depending on caller needs, and text physicians, if preferred.

• Route calls to different teams and medical staff when a human is needed in the loop.

• Develop complex call flows based on the different organizations within your site, all within a visual UI.

  

Outbound Campaigns & Patient Engagement

Agents Center transforms patient engagement through intelligent outbound communications.

• Appointment Confirmation: Pre-visit confirmation flow via text or call

• Clinical and Post-Op Treatment Plan Follow-Ups: Follow-up based on patient need, and create rules for specific patient populations

• Custom Outbound Campaigns: Develop broad rulesets to set up outbound campaigns for every visit and minimize your post-visit administrative work.

In this video Ben shows you how to set up an inbound and outbound Agent:

Call Tracking & Analytics

Generate actionable insights for practice optimization from your Agents to gain insight into performance and modify Agents as needed.

• Real-Time Call Monitoring: Monitor and view calls made by agents as they happen. Review and modify remaining actions.

• Automated Transcription and Call Logs: View transcripts and call logs all within a single unified view.

• Comprehensive Analytics Dashboard: Review Agent performance across dollars saved, patient sentiment, and other key metrics.

Configuration

Set up and modify existing agents within a visual UI that’s straightforward to use. Customize agents based on provider workflows and patient eligibility. Configuration Options:

• Provider preferences (availability/schedule configuration)

• Types of appointments offered to users

• Insurance eligibility rules

• Escalation pathways

In this video Lucas shows you how to set up different configuration options in a step by step flow:

Additionally, the Agents Manager allows you to create and track the flow of conversations with callers through each agent, beginning with the Default Agent in the green box on the left.

With the Agents Manager, you'll never have to worry about setting up an Agent and then being unable to modify it. We've made it easy for you to customize and optimize your Agent, even if you don't have technical staff available to help.

In this video Krishna shows you how to modify an existing Agent, with just a few clicks:

Releases Planned for 2025 & 2026

• Paying outstanding bills for the customer

• Live eligibility checks for the practice

• Send chart notes to case managers 

• Integrating with the new Air rule engine to trigger custom outbound calls (fax leads, etc.)

• Update patients on waitlist status

• Promotional campaigns: marketing campaigns to existing patient populations

• Broadcast campaign: inform patient populations of seasonal and other health related events

The Hidden Savings of AI Agents and Your Path to Agentic Transformation

By eliminating administrative bottlenecks, independent practices can see more patients while maintaining the personalized care that defines independent medicine.

Immediate Benefits You'll Experience

• Dramatic cost reduction: Save $8,000-$17,500 annually on call handling

• Improved patient satisfaction: 99.9% uptime

• Reduced no-shows: Up to 40% improvement in member engagement

So what are you waiting for? Agents Center is now available and can be deployed in your practice within 2-3 weeks. The system requires no upfront capital investment and delivers measurable ROI typically within 90 days.

Contact the Athelas team today to schedule a personalized demonstration and learn how Agents Center can revolutionize your practice operations. The future of healthcare administration is here, and it's more affordable and accessible than ever before.

Schedule a demo.