Automation

Overview

Automation is where the work happens. It’s the layer of pre-built and configurable AI agents that orchestrate actions across people, systems, and data sources: from contact center calls and intake to prior authorizations, referrals, and chart review.

Agents behave like digital teammates—executing tasks, following policies, and looping in humans only when needed.

What Automation Does

• Delivers pre-built AI agents for key roles
  Contact Center, Front Desk, Referrals Coordinator, Authorizations, Care Coordinator, Quality Performance, Documentation & Coding, and more—each with domain-specific workflows out of the box.
• Automates across departments and domains
  A single platform supports Patient Access, Revenue Cycle, Value-Based Care, and Contact Center operations, so you’re not stitching together separate bots for each silo.
• Supports assistive and touchless modes
  Flows can be fully touchless (e.g., auto-submitted prior auths) or assistive (e.g., Sidekick assembling a packet for staff review) depending on risk, policy, and comfort.

Why It Matters

• Elastic workforce – Automation creates an “elastic workforce” that scales to demand without hiring surges or burnout.
• Fewer vendors – One automation layer replaces a tangle of point solutions across auths, referrals, intake, care gaps, and call handling.
• Faster time to value – Pre-built agents and flows enable proofs of value in weeks, not 6–12 months of custom development.

Example Use Cases & Metrics

• Contact Center – Voice AI scheduling, refills, and FAQs can deflect 50–70% of inbound calls, with 80–90% of those fully resolved by automation for top call types.
• Growth & Access – Referral transcription and scheduling automation yield an 83% reduction in referral turnaround time and ~1,670 staff hours saved per 10,000 referrals.
• Revenue Cycle – Prior auth agents deliver 91% success for automated in-scope auths, with >95% completed and exported and 250+ NOAs/week automated.

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