access copilot: providing personalized and proactive support

Imagine if your contact center allowed you to answer every patient call promptly, gave agents instant access to complete patient information, and call documentation happened automatically. A tool that enables your team to spend less time on administrative tasks and more time delivering compassionate care. All of this, and more, are achievable with Cured’s Access Copilot.

introduction

Access Copilot sits at the center of Cured’s  Access Center Solution, designed specifically to address the unique challenges of healthcare contact centers. Unlike generic call center solutions, it understands healthcare context, workflows, and the critical importance of empathetic patient interactions.

This AI-powered solution delivers measurable value in three critical areas:

• Increases first call resolution by providing agents with comprehensive patient context and next-best-action guidance
• Reduces the cost of customer service through strategic automation and self-service deflection
• Accelerates post-interaction workflows with intelligent documentation and follow-up task creation

increase first call resolution and reduce handle time

The ability to resolve patient issues on the first call is the gold standard for contact center performance. Access Copilot makes this possible by instantly surfacing relevant patient information the moment a call connects.

When a patient calls, agents immediately see a comprehensive dashboard showing:

• Recent appointments and upcoming scheduled visits
• Outstanding balances and recent billing activity
• Care gaps and recommended preventive services
• Communication preferences and interaction history

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The Copilot analyzes conversationsin real-time, suggesting appropriate next-best actions based on the patient's needs and organizational priorities. For example, if a patient calls about a prescription refill, the system might also note an overdue preventive screening and prompt the agent to offer scheduling assistance.

With Automated Case Classification, the system intelligently categorizes incoming inquiries, ensuring they're routed to the most appropriate agent or department. This classification happens in real-time, reducing transfers and improving first-contact resolution rates.

reduce the cost of customer service

Healthcare organizations are constantly seeking ways to deliver better service at lower costs. Access Copilot addresses this challenge by intelligently deflecting routine inquiries to self-service channels while ensuring agents have the tools they need to handle complex cases efficiently.

The system enables sophisticated self-service options, including conversational AI chatbots that can answer common questions about locations, services, and physicians. These self-service channels seamlessly integrate with live agent support when needed, creating a cohesive patient experience.

The intelligent knowledge base supports agents with instant access to eligibility verifications and benefits lookups, pulling information from multiple payer sources without requiring agents to log into separate systems. This not only speeds resolution but also reduces errors in benefit verification.

Together, these capabilities significantly reduce per-contact costs while simultaneously improving patient satisfaction, which is a win-win for healthcare organizations facing budget constraints.

accelerate post-interaction workflows

Documentation requirements are a leading cause of agent burnout and operational inefficiency. Access Copilot transforms this time-consuming process through AI-powered automation.

The system captures key decisions throughout the patient interaction, creating a structured record that integrates with downstream systems like EMRs and CRM platforms. This ensures that information captured during calls becomes actionable intelligence for the broader care team.

Auto-generated interaction summaries eliminate the need for manual documentation, allowing agents to focus entirely on patient needs during calls. These summaries are comprehensive yet concise, highlighting key information while filtering out unnecessary details.

For management and training purposes, the Copilot creates searchable support documentation that can be easily referenced for quality assurance, training, and process improvement initiatives. This searchable repository becomes an invaluable resource for identifying trends and improvement opportunities.

integration with cured’s healthcare access center

The true power of Access Copilot emerges when you see how seamlessly it connects with Cured’s broader Access Center. Rather than functioning as a standalone solution, it is an integral piece of an intelligent healthcare tool ecosystem.

When a patient interacts with your contact center, the insights gathered don't remain isolated- they flow naturally into other critical systems. This intelligent data orchestration works bidirectionally. Contact center agents benefit from real-time access to patient information captured within EHR systems, through the patient portal, during clinical visits, or via remote monitoring devices. The result is a 360-degree view of each patient that enables truly personalized service.

In an industry where fragmentation remains the greatest barrier to delivering exceptional patient experiences, Access Copilot, with its deep integration capabilities, offers a compelling path forward, where every patient interaction becomes an opportunity to deliver more coordinated, personalized care.

Don't let your contact center remain a missed opportunity for enhancing patient experience and operational efficiency. Discover how leading healthcare organizations are leveraging Access Copilot to reduce costs, improve satisfaction, and deliver truly coordinated care experiences.

Schedule your personalized demo today!