Overview
When 6 in 10 patients hang up after a minute on hold, missed calls become missed care. SmartAgent handles every patient-initiated interaction — scheduling, billing, intake, referrals — end to end, HIPAA-compliant, writing directly to your EHR and PM system.
Key Features & Capabilities
- Omnichannel inbound — One agent brain across voice, SMS, MMS, email, fax, and digital.
- 16 inbound use cases — Spanning patient access and patient accounting.
- 24/7 end-to-end resolution — Scheduling, billing, and intake completed without human intervention.
- Writes to systems of record — Books the appointment, updates the account, posts the payment.
- No patient falls through — Every call and message answered instantly, 24/7.
- SmartCare™ assessment — Specialty-aware clinical triage and intake, leading with orthopedics.
46%
appointment calls automated (Jefferson & Benevis)
52%
reduction in labor costs
24/7
coverage on every inbound channel
16
inbound use cases
Benefits for Healthcare Organizations
- Clinical-grade conversations — SmartCare™ adds structured specialty assessment.
- Relieve front-desk burnout — Jefferson & Benevis automated 46% of appointment calls, cutting related headcount 50%.
- Compliance built in — HIPAA-compliant handling with a full audit trail.
- Context-rich escalation — Warm handoff to staff with full conversation history.
Primary Use Cases
- Scheduling & recalls: Book, reschedule, and confirm directly in the PM/EHR.
- Intake & referrals: Collect demographics, insurance, and referral details pre-visit.
- Patient accounting: Balance questions, payment plans, and payment in one conversation.
- SmartCare™ triage: Route orthopedic patients to the right visit type.
Technical Specifications
| Delivery | Cloud-native, multi-tenant SaaS — no on-prem hardware. |
|---|---|
| Security & Compliance | HIPAA (BAA); HITRUST r2; SOC 2; ISO 27001:2022; ISO/IEC 42001:2023; PCI-DSS 4.0; GDPR; CCPA; TX-RAMP. AES-256 at rest, TLS 1.2+ in transit; TCPA-governed outreach. |
| Identity & Access | SSO (SAML 2.0 / OIDC), SCIM provisioning, role-based access, audit logs. |
| Interoperability | 70+ EMR/PMS integrations; connects to existing phone systems; native, bidirectional write-back to the system of record. |
| Data Foundation | 1B+ real-world interactions; 4.51T records across 30+ specialties; 57GB ingested daily. |
| Time to Value | Deployment timeline depends on the use cases you're launching and the integration timeline with your EHR or PMS; measurable ROI in under 90 days. |
Integrations
70+ EMR/PMS integrations · Existing phone systems — no rip-and-replace · Native, bidirectional write-back · One integration across all three products · Patient data stays in your EHR
Agents write back to the system of record — appointments booked in the PMS, payment plans recorded, care gaps closed, billing resolved with the patient's actual account data. Not screen-scraping or an API workaround.
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