Care/Case Managers Patient Prioritization and Outreach
This voice-of-customer extraction agent that searches meeting transcripts based on an M&A-focused request and returns relevant, attributed customer quotes with context.
Challenge
Manual QA can only review a fraction of patient calls.
Industry
Healthcare
Department
Operations
Sales
Integrations
OpenAI
Epic FHIR
Manual QA can only review a fraction of patient calls. This workflow ingests call recordings or transcripts to automatically verify regulatory requirements. It detects key phrases (recording consent, escalation language, clinical disclaimers), flags exceptions, and generates timestamped coaching tickets for agents who miss required disclosures.
Real-Life Example: A centralized scheduling hub for a 20-location Dermatology group handles thousands of inbound calls. The system automatically audits every call to ensure agents are reading the required cosmetic vs. medical financial disclaimer. Agents missing this script are flagged for coaching, protecting the MSO from billing disputes and regulatory fines.
