AI-Driven Appointment Scheduling
Close Care Gaps
One of the top barriers to preventive screenings is a member's inability to schedule appointments. HealConnect's AI agent calls the provider office to book an appointment based on member preferences. Zero-risk, outcome-based pricing – you only pay for booked appointments.
Closing Care Gaps
Capitation withholds and P4P penalties for not meeting HEDIS scores.
Members report not being able to make an appointment and not having a doctor as top barriers to completing preventive screenings.
Current Approaches
Low Call Pickup Rates
Members don't pickup calls from unknown numbers.
Low Member Portal Usage
Members don't visit portals or download mobile app.
Member Inertia
Cognitive load to search and schedule appointments.
Members don't pickup calls from unknown numbers.
Low Member Portal Usage
Members don't visit portals or download mobile app.
Member Inertia
Cognitive load to search and schedule appointments.
HealConnect AI Agent
Collect Member Preferences
Preferred date and time windows.
Provider Scheduling
Handle all scheduling nuances for registration and booking.
Human in the Loop
Review and improve calls.
Preferred date and time windows.
Provider Scheduling
Handle all scheduling nuances for registration and booking.
Human in the Loop
Review and improve calls.
Core Functions
- Member application and renewal
- Eligibility determination engine
- Document upload and verification
- Conditional workflows
User Tools and Experience
- Caseworker dashboard
- Member ID card generator
- Messaging and notifications
- Role-based dashboards
Automation and Task Management
- Automated workflows → fewer manual tasks
- Integrated alerts and task lists
Tracking and Reporting
- Reporting modules
- Performance tracking (KPIs, case backlog)
Community Wellness Center
5:27
Allevio Medical Center
8:33
Driven by Member Preference
Booked around what actually works for them – so the appointment gets kept, not missed.
Core Functions
- Member application and renewal
- Eligibility determination engine
- Document upload and verification
- Conditional workflows
User Tools and Experience
- Caseworker dashboard
- Member ID card generator
- Messaging and notifications
- Role-based dashboards
Automation and Task Management
- Automated workflows → fewer manual tasks
- Integrated alerts and task lists
Tracking and Reporting
- Reporting modules
- Performance tracking (KPIs, case backlog)
Community Wellness Center
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00:00.000 --> 00:03.579 Thank you for calling Community Wellness Center. 00:03.580 --> 00:06.350 Para Español, presione 8. 00:07.070 --> 00:12.250 If this is a life-threatening medical emergency, please hang up and dial 911. 00:12.250 --> 00:16.770 If you know your party's extension, you may dial it at any time. 00:16.770 --> 00:21.170 You can schedule an appointment online through our online scheduling system. 00:21.170 --> 00:31.900 To schedule an appointment or learn more, please visit our website at pccwellness.org, where you can book in-person and tele-health appointments with your provider. 00:31.900 --> 00:43.640 Existing patients can also use the My Patient Portal to send messages to your provider, schedule appointments, request medication refills, and much more. 00:43.640 --> 00:47.130 Please listen carefully to the following options. 00:47.130 --> 00:53.090 To schedule or cancel an appointment or request a medication refill, press 1. 00:53.090 --> 00:56.070 To speak with a nurse, press 2. 00:56.070 --> 01:02.730 For referral information, patient information, or office business hours, press 3. 01:02.730 --> 01:06.500 To speak with a patient care representative, press 4. 01:12.460 --> 01:28.520 If you are calling regarding a prescription refill, please have the pharmacy fax or refill request to PCC South Family Health Center at 708-386-8472. Once again, that fax number is 708-386-8472. 01:31.340 --> 01:33.800 Please listen carefully to the following options. 01:33.800 --> 01:40.796 If you are calling to schedule or cancel an appointment, please visit our website at PCCWellness.org. 02:28.320 --> 02:31.360 When is the soonest available appointment you have for a wellness exam? 02:34.340 --> 02:35.980 Give me one second. Let me check. 02:41.860 --> 02:43.280 No problem. Thank you. 02:46.060 --> 02:48.240 It will be next week, July 22nd. 02:49.840 --> 02:56.420 Does that happen to be within the patient's preferred times? Or do you have anything available on July 23rd between 9am and 11am? 03:02.360 --> 03:05.840 Do you have any openings on July 23rd between 9am and 11am? 03:05.840 --> 03:12.980 I have something at 9:45 left for that day. 03:12.980 --> 03:19.600 That works perfectly. We would like to schedule that appointment for 9:45am on July 23rd. 03:22.160 --> 03:25.930 I would need patient's information. Could I get her name and date of birth? 03:25.930 --> 03:34.240 The patient's name is Sarah Davis. The first name is S-A-R-A-H. And the last name is D-A-V-I-S. 03:34.240 --> 03:37.400 Her date of birth is March 22nd, 2006. 03:45.380 --> 03:47.480 Could I get the patient's address? 03:47.480 --> 03:54.760 Her address is 220 Clark Street, Apartment 64, Chicago, Illinois 60611. 04:13.780 --> 04:15.160 Could I get patient's phone number? 04:16.760 --> 04:22.520 Her phone number is 312-555-6793. 04:27.000 --> 04:29.400 And could she repeat her address for me? 04:31.060 --> 04:37.740 Her address is 220 Clark Street, Apartment 64, Chicago, Illinois 60611. 04:42.820 --> 04:46.880 And does she have her Medicaid ID information with her? 04:48.460 --> 04:53.600 Yes, her Medicaid member number is 53238-5972. 04:57.440 --> 04:57.800 Thank you. 05:00.560 --> 05:05.420 Yes, that is correct. It is 53238-5972. 05:15.360 --> 05:17.380 Okay. All right. 05:17.380 --> 05:22.520 She has been scheduled for July 23rd at 9:45 with Dr. Rebecca Dehook. 05:24.540 --> 05:27.420 Thank you so much for your help. Have a wonderful day.
Medical Center
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00:00.000 --> 00:03.230 Thank you for calling Allevio Medical Center. 00:03.230 --> 00:06.440 If this is a medical emergency, hang up and dial 911. 00:07.011 --> 00:10.140 Gracias por llamar al Centro Médico Allevio. 00:10.140 --> 00:14.018 Si se trata de una emergencia médica, cuelgue y marque en 911. 00:14.580 --> 00:17.040 Thank you for calling Allevio Medical Center. 00:17.040 --> 00:20.240 If this is a medical emergency, hang up and dial 911. 00:20.600 --> 00:23.900 Gracias por llamar al Centro Médico Allevio. 00:23.900 --> 00:29.100 Si se trata de una emergencia médica, cuelgue y marque en 911. 00:29.560 --> 00:33.160 Please listen to the entire message as our menu options have changed. 00:33.160 --> 00:35.906 Para Español, oprime el número uno. 00:36.180 --> 00:37.280 For English, press 2. 00:37.600 --> 00:39.678 Escuche el mensaje completo, ya que nuestras opciones de menú han cambiado. 00:44.920 --> 00:47.950 Press 1 to schedule a change or cancel an appointment. 00:47.950 --> 00:50.490 Press 2 for questions on your bill. 00:50.490 --> 00:52.630 Press 3 for pharmacy. 00:52.630 --> 00:54.860 Press 4 for medical records. 00:54.860 --> 00:57.060 Press 5 for WIC. 00:57.060 --> 01:01.580 For all other calls, please remain on the line for the next available representative. 01:06.380 --> 01:09.430 Press 1 to schedule a change or cancel an appointment. 01:09.430 --> 01:11.970 Press 2 for questions on your bill. 01:11.970 --> 01:14.120 Press 3 for pharmacy. 01:14.120 --> 01:16.350 Press 4 for medical records. 01:16.350 --> 01:18.550 Press 5 for WIC. 01:18.550 --> 01:23.080 For all other calls, please remain on the line for the next available representative. 01:27.960 --> 01:31.010 Press 1 to schedule a change or cancel an appointment. 01:31.010 --> 01:33.550 Press 2 for questions on your bill. 01:33.550 --> 01:35.700 Press 3 for pharmacy. 01:35.700 --> 01:37.930 Press 4 for medical records. 01:37.930 --> 01:40.120 Press 5 for WIC. 01:40.120 --> 01:44.640 For all other calls, please remain on the line for the next available representative. 02:09.080 --> 02:13.740 Star pharmacies will remain open every Saturday at all locations. 02:13.740 --> 02:14.820 Thank you. 02:14.820 --> 02:18.970 Your feedback is important to us as we strive to improve our services. 02:18.970 --> 02:22.960 Please stick around after the call for a brief question about your call experience. 02:25.840 --> 02:32.600 Hi there. I’m calling on a recorded line and was just reaching out to see if you are accepting new Medicaid patients. 02:39.080 --> 02:45.170 Your call may be recorded or transcribed by us or our service providers for system and quality training. 02:45.170 --> 02:48.720 Thanks for calling Alivio Medical Center. My name is Jasmine. How can I help you? 02:50.580 --> 02:56.540 Hi there. I'm calling on a recorded line and was just reaching out to see if you are accepting new Medicaid patients. 03:07.960 --> 03:08.580 Yes, we are. 03:08.580 --> 03:14.400 Great. When is the soonest available appointment you have for a wellness exam? 03:19.140 --> 03:24.460 That would have to depend on what provider the appointment is set for. 03:24.460 --> 03:27.290 That makes sense. 03:27.290 --> 03:35.000 I'm calling on behalf of a patient for a wellness exam and would like the soonest available new patient appointment you have with any provider. 03:37.360 --> 03:40.150 Okay, I would have to register that patient first. 03:40.150 --> 03:41.880 Can I get a first name and last name? 03:43.620 --> 03:46.420 Sure. The first name is Sarah and the last name is Davis. 03:54.360 --> 03:55.280 What is your date of birth? 03:56.780 --> 03:59.430 I'm actually calling on Sarah's behalf to book her visit. 03:59.430 --> 04:02.500 Her date of birth is March 22nd, 2006. 04:11.160 --> 04:12.930 And what is her address? 04:15.540 --> 04:23.080 The address is 220 Clark Street, apartment 64, Chicago, Illinois, 60611. 04:34.780 --> 04:35.740 And what is her phone number? 04:37.500 --> 04:46.680 Her phone number is 312-555-6793. 05:01.320 --> 05:02.760 And what languages does she speak? 05:04.400 --> 05:05.500 She speaks English. 05:07.540 --> 05:18.840 Okay. And would you like her appointment to be at Western, Morgan, or Berwyn? 05:21.120 --> 05:21.960 Western, please. 05:28.860 --> 05:31.180 Okay. Give me one second while I look for an appointment for her. 05:35.280 --> 05:36.300 Sounds good. Thank you. 06:07.860 --> 06:09.220 I'm still here on the line. 06:19.200 --> 06:21.040 I'm sorry. You said Western location, yes? 06:23.000 --> 06:24.880 Yes, that's right. The Western location. 06:33.200 --> 06:39.240 As of right now, we don't have any appointments available at the Western location. 06:39.240 --> 06:42.440 Do you mind if I look at the Morgan or Berwyn location? 06:45.120 --> 06:48.060 That's fine. You can look at either Morgan or Berwyn for her. 06:50.180 --> 06:50.680 Thank you. 06:54.460 --> 06:55.420 Sounds good. Thank you. 06:58.140 --> 07:04.260 I do have an available appointment for this Friday, the 22nd of August at 2:30 with Myra Sands. 07:06.240 --> 07:10.580 That's a bit earlier than she can do. Do you have anything starting next week instead? 07:15.520 --> 07:20.520 Yes. I do have one available for June 1st, Monday at 9:30. 07:22.320 --> 07:24.980 That works for her, and we'd like to schedule that appointment. 07:41.640 --> 07:43.460 I'm so sorry, I actually read it wrong. 07:46.380 --> 07:52.940 It was for – the time was for 2:30, the 29th of May, a Friday. 07:54.720 --> 07:55.600 No problem at all. 07:55.600 --> 07:59.980 May 29th at 2:30 works for her, and we'd like to schedule that appointment. 08:03.880 --> 08:04.780 What is the appointment for? 08:06.500 --> 08:07.900 It's for a wellness exam. 08:19.900 --> 08:28.480 Okay, that appointment is all set for May 29th at 2:30 with Myra Sands at Morgan. 08:30.160 --> 08:33.360 Perfect. Thank you so much for your help today. Have a great rest of your day.
Driven by Member Preference
Booked around what actually works for them – so the appointment gets kept, not missed.
Core Functions
- Member application and renewal
- Eligibility determination engine
- Document upload and verification
- Conditional workflows
User Tools and Experience
- Caseworker dashboard
- Member ID card generator
- Messaging and notifications
- Role-based dashboards
Automation and Task Management
- Automated workflows → fewer manual tasks
- Integrated alerts and task lists
Tracking and Reporting
- Reporting modules
- Performance tracking (KPIs, case backlog)