1. Inbound Call Handling

With the Agents Center, your practice can:

• Schedule new appointments for both new and existing patients

• Reschedule existing appointments

• Collect patient information including first name, last name, date of birth, insurance details, and member ID

• Document reason for visit

• Send appointment confirmation forms via text

• Triage patient needs, leave messages, and escalate to humans when necessary

Here is an example demo call:

2. Call Tracking and Management

During calls, the system provides near real-time updates including:

• Different agents involved in each call

• Actions taken during the call (creating, scheduling, cancelling, escalating)

• Direct links to resources created (patient demographics, appointment page, showing appointment changes over time with user: Agent)

After each call, the system:

• Creates detailed call logs with transcripts (using the same model as Scribe with 99.4% accuracy)

• Marks calls as "completed" when successfully handled

• Flags calls that require human intervention as "needs action"

3. Outbound Capabilities

The system supports:

• Appointment confirmations (24-hour prior calls)

• Patient collections calling

• Custom outbound campaigns using the Agent Builder

• Appointment follow-ups

4. Configuration

This is where you’ll set the appointment types that can be scheduled, log provider scheduling preferences and availability, set insurance acceptance preferences, and set your call escalation number to a human-monitored line..

5. EHR Integration

Agent Call Center seamlessly:

• Integrates with our EHR

• Supports both read and write capabilities to ensure data fidelity for other EHR's

• Automatically displays new appointments in your EHR system

• Creates new patient records

• Displays edits to appointments

• Tracks all edits under an Agent user

6. Analytics

Monitor call center performance with:

• Call volume metrics

• Success rates for appointment scheduling

• Sentiment analysis (paired with "needs action" flagging and human escalation)

• Event metrics (scheduling, rescheduling, cancelling)

Best Practices

• Use the analytics to identify peak call times and adjust staffing accordingly

• Regularly review calls marked as "needs action" to address complex patient inquiries

• Customize your agent scripts to match your practice's specific protocols and terminology

• Start with a limited scope of agent capabilities and expand as you become more comfortable with the system