In healthcare administration, having correct information is very important. AI programs used for checking insurance benefits, pharmacy coverage, or prior authorization must use data carefully. If they make mistakes, it can cause problems for patient care or lead to costly errors.
One problem is called AI hallucination. This happens when AI gives wrong or made-up information. Such mistakes in healthcare might confuse patients or delay their treatment.
According to research by Sascha Wolter in Tackling Hallucinations: A Path to Trustworthy AI (July 2025), hallucinations occur because of data biases, incomplete training data, and AI models focusing more on sounding fluent than being factually correct. Healthcare data is complex and sensitive. That raises the risk if AI is not carefully designed.
To reduce these risks, modern systems use multimodal AI. This means the AI uses many types of data, such as voice inputs, electronic health records, pharmacy databases, and insurance information. By combining these sources, AI gives more accurate answers based on context. It does not rely only on text-based data but checks verified outside information, lowering the chance of false answers.
Simbo AI is a company that works on automating phone tasks at the front office of healthcare providers. They use multimodal AI alongside safety and compliance methods. Their AI acts like a human agent and answers detailed administrative questions. It uses real-time data connected to healthcare platforms and insurance databases.
Some key technical parts that help keep answers accurate include:
With these tools, AI can check benefit coverage, prior authorization status, and follow-ups with payors and patients confidently. Research on Infinitus Systems, a voice AI company, shows their agents handle over 100 million healthcare conversation minutes, reducing staff stress and letting humans focus on harder questions.
In the U.S., healthcare data must follow rules like HIPAA to protect patient information. AI systems used must keep patient data secure during phone calls and digital communication.
Healthcare groups using AI phone automation need to make sure of the following:
Companies like Infinitus connect AI systems with platforms such as Salesforce Health Cloud and Life Sciences Cloud. These platforms help keep data safe and manage compliance more easily.
AI also uses “guardrails,” or preset safety rules, to stop it from producing content that does not fit healthcare rules.
Healthcare managers and IT staff want AI to help with patient calls, billing, and benefits checks. AI phone agents handle many simple, repetitive tasks. This helps reduce worker load and improve response times.
Simbo AI focuses on front-office phone tasks. Its systems manage appointment confirmations, insurance benefit checks, and pharmacy verifications. This helps by:
AI also helps with bulk processing of insurance queries and appeals. Tasks that took hours before are now done faster with AI. This speeds patient care and approval processes.
Organizations can keep smooth communication with payors, pharmacies, and patients by blending automation with personalized conversations.
Healthcare conversations are complex. AI needs to be smart and reliable. Multimodal AI uses voice recognition, text understanding, and data analysis to handle complicated questions correctly. But using only AI without human review can be risky.
Research shows that adding human experts into the AI process, called Human-in-the-Loop (HITL), is very important. This means:
Ankit Jain, CEO of Infinitus, says AI works best when it supports, not replaces, human teams. Using HITL keeps patients safe by reducing errors from AI misunderstandings or false info.
For U.S. healthcare providers, this mixed model fits clinical rules and laws while making processes faster and easier.
Even though AI brings improvements, healthcare managers and IT need to think about:
Healthcare teams need to work closely with AI vendors, compliance officers, and IT to meet these needs fully.
Infinitus Systems shows how AI can be used well at large scale. They serve 44% of Fortune 50 healthcare companies. Their platforms handle millions of healthcare calls, automating checks of drug, pharmacy, and medical benefits with secure voice AI agents.
This helps reduce staff workload and speeds patient access to care.
Frank Defesche, SVP at Salesforce Life Sciences Cloud, says these AI agents “reduce the administrative burden on care teams and speed time to treatment.” This shows the real benefits for U.S. healthcare.
As AI improves, teams of clinicians, tech experts, and regulators must keep working together to ensure AI stays safe, ethical, and follows the rules.
Healthcare providers in the U.S. who want to improve front-office work and patient communication with AI should combine multimodal AI methods with human oversight. This helps ensure data is accurate, secure, and follows rules.
AI-powered phone automation using platforms like Simbo AI and Infinitus offers reliable ways to reduce staff workloads while protecting patient information—a key balance in today’s healthcare system.
Infinitus AI agents automate complex administrative phone-based healthcare tasks such as verifying coverage for drugs, pharmacy, and medical benefits, prior authorization status, and follow-up calls. This reduces staff burnout and accelerates care timelines for patients.
They launch directly from Salesforce platforms like Health Cloud and Life Sciences Cloud through MuleSoft connectors and Agentforce, allowing seamless automation of routine administrative phone calls without disrupting existing workflows.
Key use cases include verifying medical and pharmacy benefits, checking prior authorization and appeals status, and following up on product coverage and formulary exceptions with payors.
By automating routine calls and providing near real-time updates on benefits and coverage, these AI agents reduce human workload, improve response times, and minimize patient wait times, thus enhancing satisfaction and operational efficiency.
FastTrackTM initiates calls to payors and enables users to bypass Interactive Voice Response (IVR) systems and hold times, saving valuable time and improving access to information compared to conventional IVR phone systems.
Infinitus combines multimodal AI, a proprietary knowledge graph, discrete action spaces, and human-in-the-loop guardrails, which collectively ensure safe, accurate, and compliant handling of sensitive healthcare data during AI-driven conversations.
Infinitus is a trusted solutions partner to 44% of Fortune 50 healthcare companies and works with consulting partners such as Accenture, Slalom, and ZS to serve a broad range of healthcare and life sciences customers.
AI agents offer personalized, intelligent handling of complex tasks without frustrating menus and delays typical of IVRs, resulting in faster verifications, fewer errors, higher scalability, and improved patient and staff engagement.
The partnership enables automated verification of medical and pharmacy benefits, prior authorization checks, and follow-up calls from within Salesforce, supporting bulk and individual transactions with real-time updating of patient records.
Electronic pharmacy benefits verification is currently available, with out-of-the-box medical benefits verification via clearinghouses and expanded Agentforce verification actions expected by October, allowing broader automation and integration at scale.
Simbo is using AI agents to automate all phone related workflows. Connect now to know more.
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