Patient Support Agent AI Agent
Automate patient support for lab and billing queries across WhatsApp, Web chat, Email while improving resolution time and reducing front-desk calls.
Example: Patient Support Agent that answers lab report status, billing questions, and insurance queries.
Front Desk, Patient Support, Billing Ops, Care Coordination
Website widget · Inbound number · WhatsApp deep link · Email · App chat
Secure actions, supervised handoff, and full audit trails.
Built for teams that need speed and control
Outcomes-first jobs your buyers care about
Check lab report status
How: Reads lab system and shares ETA.
Outcome: Lower inquiry volume
Explain billing
How: Breaks down charges and package details.
Outcome: Fewer disputes
Insurance coordination
How: Shares pre-auth and claim status.
Outcome: Faster approvals
Create tickets
How: Routes complex issues to billing team.
Outcome: Clear handoff
Step-by-step flow buyers expect to see
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1
Trigger: support query
Patient asks for help.
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2
Lookup
Lab or billing status.
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3
Action
Share status or raise ticket.
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4
Follow-up
Notify when resolved.
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5
Exceptions
Escalate to billing.
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6
Wrap-up
Summary + next steps.
Real scenarios with clear resolution paths
Patient: When will my report be ready?
Agent: Your CBC report will be ready by 6 PM.
Patient: Why is the charge higher?
Agent: It includes additional tests. I can share details.
Patient: Insurance denied my claim.
Agent: I will connect you to our insurance desk.
Systems connected with secure actions
Systems of record
HIS/EMR, Lab system, Billing
Service stack
Ticketing, Knowledge base
Comms
Voice, WhatsApp, SMS, Email
Action tools
Appointment scheduling, Pre-auth, Payment links, Lab system, Billing, TPA portal
Enterprise readiness built in
What you will improve
No-show rate
Missed appointments as a percent.
Average wait time
Time from arrival to consult.
Pre-auth TAT
Time to payer approval.
Billing query rate
Billing calls per 1,000 visits.
Lab report inquiry
Status requests per 1,000 tests.
Readmission rate
Avoidable readmissions (where applicable).
CSAT
Patient satisfaction scores.
Call deflection
Queries resolved without staff.
Flexible to your policies, tone, and tools
A phased rollout with clear deliverables
Discovery + call listening
- Workflow map and intent list
- SOP alignment and compliance notes
- Success metrics and QA plan
Pilot on 1 channel + 1 workflow
- Agent prompts and guardrails
- Test cases and failover scripts
- Live dashboard with baseline KPIs
Expand intents + integrate systems
- System actions and data sync
- Multi-channel coverage
- Supervisor playbooks
Optimize + scale
- Continuous QA coaching
- A/B tested prompts and flows
- Governance and reporting
Buyer objections, answered
How do you handle exceptions?
The agent routes exceptions to a human with full context, suggested next steps, and a clear disposition.
What happens when the agent is unsure?
It asks clarifying questions, consults the approved knowledge base, or escalates based on confidence thresholds.
Can we restrict what it can say or do?
Yes. Guardrails lock sensitive responses and require approvals for authenticated actions.
How are transcripts stored?
Transcripts and action logs are stored with retention controls and audit access.
How does handoff work with our CRM or ticketing?
The agent writes structured notes, tags, and next steps directly into your system of record.
What languages and accents are supported for voice?
Major Indian and global languages with configurable voice and accent options.
See this agent live on your workflow
See the agent live with your data, policies, and channels.
Deploy an AI-supervised agent for your highest-volume workflow.
We consult, design, build, and manage the agent end-to-end.