The problem
Clinical staff spent hours on routine calls: pre-op intake, post-procedure follow-up and appointment scheduling. The calls had to be handled without moving patient data outside the provider's perimeter.
What we built
Voice agents that place and take the calls, transcribe the conversation, determine the next action and write it back to the EMR. A person stays in the loop on anything clinical.
What we owned in production
Turn-taking and interruption handling. Escalation rules for anything outside the script. Scripted conversation evals on every prompt change. Audit logging of every decision. Operated under HIPAA and SOC 2 controls.
Scope
Workflow-readiness assessment, agent design and build, evaluation and guardrails, hybrid deployment, production rollout and support.
Client name withheld under NDA.