Voice Intelligence
Voice Intelligence
Voice Intelligence is where staff call payers, provider offices, referral sources and patients about the work in front of them - an authorization, a claim, a denial, an account, an appointment. Every call is checked against your calling policy first, and every AI draft is reviewed by a person.
Written for: Billing and authorization staff · Front desk and intake staff · Supervisors · Administrators
What Voice Intelligence does
Voice Intelligence is one area shared by every application, at /voice. A call about a prior authorization is useful to RCM, Access and Rehab alike, so it lives in one place rather than three.
- Calls start from the record. A call opened from an authorization, claim or account is linked to it, and the call workspace shows the questions to cover, any required disclosure, and earlier calls on the same record.
- Every call is checked against the calling policy - consent, do-not-call, calling hours, frequency limits and autonomy - when it is requested and again at the moment of dialling.
- After the call, the recording (when your policy allows one), the transcript and an AI draft of the call note appear on the call's page.
- Next steps - tasks, follow-ups and status changes - are proposed by fixed rules from the call's outcome, and a person decides each one.
- Call queues turn real work lists (for example, claims over 30 days without a payer response) into lists of records a person calls through.
Application launcher or product navigation → Voice
What it does not do
- No live transcript. Live transcription needs the telephony provider's media streams, which are not implemented in this release. The transcript appears after the call.
- No automatic dialling. A call queue never dials. A person takes an item and places the call.
- No status change without a person. A call can propose that an authorization, claim, appointment or referral moves to a new status; the change happens only when a person approves it.
- No money from a call. A payer saying a claim is paid or denied creates a task to check against the remittance. Payments are posted from the remittance, never from a call.
- No real calls until it is set up. Out of the box, calling is off and the provider is the simulated Mock provider, which dials no phone. See Calling policy and settings.
Who reviews what
The AI drafts; people decide. The AI-drafted note is labelled AI draft - review before use until a person reviews it.
| Field or control | What it means |
|---|---|
| The caller | Reviews the note on their own calls, decides proposed next steps routed to them, and can escalate a call to a supervisor. |
| Supervisors and administrators | See every call's recording, transcript and note, decide any proposal, undo an applied action, resolve escalations and manage call queues. |
| Administrators | Also change the Voice settings (calling on or off, provider, recording, limits, retention) and the AI-agent scope. |
Client roles (client administrators and client viewers) have no access to Voice Intelligence. See Roles and permissions.
The screens
| Field or control | What it means |
|---|---|
| Overview | Counts of calls, reviews and escalations from your own records. |
| New call | The call workspace: what the call is for, who to call, the policy check, and Place call. |
| Queues | Call queues built from real work lists, and the items in each. |
| Active | Calls ready to place, dialling, ringing or in progress. |
| History | Every call, with a link to its page. |
| AI review | Notes waiting for a person, and proposed next steps waiting for a decision. |
| Escalations | High-risk calls waiting for a supervisor. |
| Voice agents | AI-agent scope per use case. AI-agent calling is locked. |
| Policies | How a call is allowed, the recording rules, autonomy, and every refusal reason. |
| Analytics | Counts and measured durations from your call records. |
| Settings | Provider readiness and the organisation's Voice settings (administrators). |
Call from the record you are working on
When Voice Intelligence is on for your organisation, Call and Call history links appear on the records a call is usually about: the authorization on an episode page, claims, denials, AR accounts, referrals, schedule rows and Care patient screens. In RCM, the call bar on an account offers Call with Voice.
Call opens the call workspace already filled in from that record. Call history lists the calls about it. When Voice Intelligence is off, these links do not appear.
Where a call shows up afterwards
When a call about an RCM account has been processed, it appears on the account's Timeline as a call entry. The entry shows the kind of call, its outcome, the next action, the follow-up date and how many actions were proposed. It is marked Simulated or Escalated when that applies.
A Care patient's page has a Calls panel listing the latest calls about that patient, with a link to all of them.
Neither the timeline nor the panel shows what was said. Open call goes to the call itself. There, the transcript and note are shown only to the staff member on the call and to supervisors and administrators.