AI Agent spotlight: How the Contact Center AI Agent automates the frontlines

Healthcare contact centers are under incredible strain, dealing with high staff turnover rates, callers spending an average of 4.4 minutes on hold, and complex technology ecosystems that fail to integrate, creating major workflow inefficiencies. On top of that, patients’ expectations for digital experiences are growing, with 81% of patients saying they want virtual tools to be adopted in healthcare settings.

These conditions are resulting in frustrated staff, disengaged patients, and rising operational costs, all at a time when health systems can least afford the inefficiencies. 

Automating the healthcare contact center

Automation transforms the healthcare contact center from a high-cost, reactive support line to an intelligent engine that resolves patient needs faster and more completely. 

Notable’s Contact Center AI Agent serves as a digital contact center worker, using advanced conversational AI and deep integration with EHR systems to automate and improve high-volume, repetitive tasks like: 

• Contact center inquiries: Automates and resolves inbound calls, from scheduling changes to benefit questions.
• Referral coordination: Manages the end-to-end referral process and reduces patient leakage through timely follow-up.
• Prior authorization statusing: Retrieves real-time updates on prior authorizations and communicates them to patients and staff, eliminating manual callbacks and delays.
• Scheduling: Handles appointment booking, rescheduling, and cancellations across channels.
• Medication refills: Streamlines prescription refill workflows by verifying patient information, checking eligibility, and routing requests for approval or fulfillment. 
• Nurse triage: Assesses symptoms, determines urgency, and routes patients to the right level of care.
  

Unlike basic chatbots or narrow point solutions that stop at answering FAQs or routing calls, Notable’s Contact Center AI Agent goes much further. The AI Agent uses natural language processing and intelligent workflows to interact with patients in real time, just like a human would. It operates 24/7, integrating seamlessly with existing systems to ensure a connected, cohesive experience for both patients and staff. 

But what really sets it apart from other solutions is that it doesn’t just identify open appointments or care gaps that need closing; it works to execute, fill, and close them, all in one patient interaction. This eliminates the need for patients or staff to make multiple calls or be bounced between departments—patients get it all done in one call, from first touch to full resolution. 

The benefits of automating your healthcare contact center

Automating your healthcare contact center enables you to meet patients where they are, seamlessly continue across channels, and resolve needs with minimal time and input. The results are transformative. 

Health systems handle millions of patient calls every year, most of them repetitive and routine. By automating even 40-60% of these interactions, organizations can ease pressure on contact center staff, improve the patient experience, and save $4-5.7 million annually in labor costs. It's a clear win for both operational efficiency and the bottom line.

Even modest improvements in appointment adherence—just five percent—can translate into tens of thousands of additional visits and millions of dollars recaptured annually.

This isn’t just cost reduction—it’s transforming your contact center from an expense to a revenue generator. 

Charting a sustainable way forward

In an era where healthcare organizations must increasingly do more with less, the Contact Center AI Agent offers a sustainable way forward. It doesn’t replace your contact center team, it strengthens it. By combining intelligent automation and human compassion, technology can help healthcare organizations improve financial and workforce efficiency while managing staffing shortages, rising call volumes, and increasing patient and payer complexity. 

Take the next step in upgrading your contact center experience and request a demo today.