Access to healthcare outside normal office hours is a big problem for many medical offices. When patients call after hours, almost 20% of calls do not get answered. On average, people wait about 21 minutes for a response, which is much longer than the World Health Organization’s recommended wait time of eight minutes. This makes patients unhappy and can increase healthcare costs because more people go to the emergency room for problems that are not emergencies.
Also, about 66% of Americans want to reach their healthcare provider when the office is closed. But clinics and hospitals often do not have enough staff or money to handle these calls. This makes it hard to balance the number of calls with the available staff and budget.
AI support systems that work all day and night have become a useful tool to help with these problems. AI agents give quick, human-like answers to patient questions anytime. They handle normal tasks like scheduling appointments, refilling prescriptions, patient registration, sending reminders, and answering common questions about health and insurance without needing a human.
These AI systems can speak many languages. This helps patients who do not speak English well get the care information and services they need.
An example is Innovaccer’s ‘Agents of Care™.’ This is a set of AI tools that connect with over 80 electronic health record (EHR) systems. These agents use patient data from different sources to give correct answers and take actions. They support many healthcare roles such as doctors, care managers, patient helpers, risk coders, and call center staff.
For example, Harbour Regional Health raised call answer rates from 63% to 93% after using AI agents. Sun River Health saved over $350,000 a year by using AI for patient communication and appointment handling, showing how these systems can save money.
AI support agents do more than just save time; they also help patients feel better about their care. These systems reply quickly even during off-hours, which can reduce patient worry. AI can handle 70-80% of regular patient calls. This means providers can offer continuous service, helping patients manage long-term health problems and stick to care plans.
Multilingual support helps patients who speak different languages talk clearly with their providers. AI with speech recognition and language processing allows conversations in the patient’s preferred language. This reduces misunderstandings and mistakes in care instructions. It is important for healthcare groups serving many types of people and supports fairness in healthcare.
Medical staff notice these benefits too. Nurse Amy Collins at Downtown Medical Center said that always-available AI support lowers patient stress and makes them happier. A doctor at CityMed Clinic said that AI helps patients trust their care and follow treatment plans better.
Medical offices and big healthcare centers see better workflows after using AI. Front-desk staff often spend a lot of time on repeated tasks like managing appointment calls and prescription requests. AI agents reduce this workload, saving about 40 hours each week for staff who used to spend that time on the phone.
AI also cuts call center labor costs by up to 60%, based on data from AI outsourcing services like Staffingly. These savings come from needing fewer full-time employees and lower overtime pay. AI answers calls in under 10 seconds on average. Traditional systems take longer, which can cause people to hang up. Faster answers help keep more callers and solve their problems on the first try, increasing success rates from about 70% to 85-90%.
Real-time data from AI systems shows managers call volumes, wait times, and common questions. This information helps improve how staff are used and how patients are served.
Security and privacy are very important in healthcare, especially for AI systems that handle sensitive patient information. The best AI healthcare platforms follow strict rules like HIPAA, NIST Cybersecurity Framework, HITRUST, SOC 2 Type II, and ISO 27001. They protect data using strong encryption like 256-bit AES.
Platforms like Innovaccer’s ‘Agents of Care™’ connect smoothly with over 80 EHR systems. This lets them access patient records easily while keeping data safe. It also stops the need for re-entering data by hand and helps with patient ID, referrals, authorizations, record reviews, and closing care gaps. These features reduce mistakes, prevent duplicate work, and improve teamwork in care.
Healthcare is using technology more and more to make work easier and cut down on paperwork. AI automation is a major step that changes how daily tasks are done. By handling repeated administrative jobs, AI lets healthcare providers spend more time with patients.
Scheduling automation is one example. AI agents can book, reschedule, or cancel appointments based on what patients ask or when doctors are free. This lowers no-shows by up to 25%. AI also sends reminders by phone, text, or message, reducing missed visits.
Referral management gets easier with AI too. Automated checks and follow-ups help patients see specialists faster without waiting for manual steps.
Clinical documentation benefits from AI, which helps with coding reviews and making sure records are correct. This supports billing and keeps things legal while lowering work and mistakes.
AI agents that speak different languages make sure all patients get clear communication and proper care instructions. This helps patients follow care plans and get better health results. These points are important in value-based care models used in U.S. healthcare.
The U.S. faces ongoing shortages in healthcare workers, including a nursing shortage expected to be over 78,000 by 2025. AI can help fill this gap by handling routine patient communication and tasks all day and night. Innovaccer expects that by 2040, about one-third of healthcare contacts might be done by AI, giving clinicians more time for harder and more important care.
Many healthcare leaders see AI as a smart long-term investment, not just a quick fix. For example, healow Genie, an AI contact center powered by Microsoft Azure AI, is popular with over 60% of surveyed healthcare workers. These systems use voice, text, and chat, making care easier to get for many different patients.
AI also helps with preventive care. It can use predictions to spot patients at risk of missing appointments or worsening health. This lets healthcare teams reach out to those patients early. AI tools also support mental health services and remote patient monitoring, increasing the types of care patients can get.
‘Agents of Careᵀᴹ’ is a suite of pre-trained AI Agents launched by Innovaccer designed to automate repetitive, low-value healthcare tasks. They reduce administrative burden, improve patient experience, and free clinicians’ time to focus on patient care by handling complex workflows like scheduling, referrals, authorizations, and patient inquiries 24/7.
The AI Agents streamline workflows such as appointment scheduling, patient intake, referral management, prior authorization, and care gap closure. By automating these tasks, they reduce staff workload, minimize errors, and improve care delivery efficiency while allowing care teams to focus on clinical priorities.
Key features include 24/7 availability, human-like interaction, seamless integration with existing healthcare workflows, support for multiple care team roles, and multilingual patient access. They also operate with a 360° patient view backed by unified clinical and claims data to provide context-aware assistance.
The AI Agents assist clinicians, care managers, risk coders, patient navigators, and call center agents by automating specific workflows and providing routine patient support to reduce administrative pressure.
The Patient Access Agent offers 24/7 multilingual support for routine patient inquiries, improving access and responsiveness outside normal business hours, which enhances patient satisfaction and engagement.
The Agents comply with stringent healthcare security standards including NIST CSF, HIPAA, HITRUST, SOC 2 Type II, and ISO 27001, ensuring that patient information is handled securely and reliably.
Innovaccer’s AI Agents connect with over 80+ EHR systems through a robust data infrastructure, enabling a unified patient profile by activating data from clinical and claims sources for accurate, context-aware AI-driven workflows.
AI Agents reduce the administrative burden on clinicians by automating repetitive tasks, thereby freeing their time for direct patient care. This improves patient experience through faster responses, accurate scheduling, and coordinated care follow-ups.
Unlike fragmented point solutions, ‘Agents of Careᵀᴹ’ provide unified, intelligent orchestration of AI capabilities that integrate deeply into healthcare workflows with human-like efficiency, driving coordinated actions based on comprehensive patient data.
Innovaccer aims to advance health outcomes by activating healthcare data flow, empowering stakeholders with connected experiences and intelligent automation. Their vision is to become the preferred AI partner for healthcare organizations to scale AI capabilities and extend human touch in care delivery.
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