Call Center Agent Decision Support: Redefining Patient Access at Scale
Smarter Support for Every Patient, Every Call
Call centers remain the #1 entry point for patient access—but they’re often overwhelmed, costly, and inconsistent.
Clearstep’s Call Center Agent Decision Support transforms operations by embedding AI-powered guidance directly into agent workflows.
The result: faster resolutions, fewer escalations, lower costs, and consistent, evidence-based support for every patient—on the very first call.
From Overwhelmed Call Centers to Optimized Access
Traditional call center operations rely on manual validation, multiple handoffs, and long wait times. Clearstep changes that with AI-enriched workflows that:
- Automate intake and routing to the right level of care
- Embed triage logic and decision support directly into agent workflows
- Standardize how calls are handled, reducing variability and liability
- Enable non-clinical agents to manage scheduling and triage safely
- Seamlessly log encounters and appointments into the EHR
The result: shorter calls, reduced cost-per-call, and empowered call center teams operating at the top of their capacity.
Key Capabilities
AI-Guided Decision Support
Equips agents with standardized triage logic and workflows, ensuring consistent, safe, and efficient call resolution.
Empowering Non-Clinical Agents
Allows non-clinical staff to safely manage intake, triage, and scheduling tasks that would otherwise require escalation.
Seamless Integration with Existing Systems
Triage outcomes and scheduled appointments flow directly into the EHR, supporting consistent documentation.
Standardized Workflows Across Sites
Every patient interaction follows the same evidence-based process, reducing variability and improving quality.
Real-World Efficiency Gains
Clearstep enables the reallocation of FTEs by automating patient intake—delivering measurable staffing and cost savings.
Outcomes That Matter
>75% of Calls Automated & Deflected
Dramatically reduce nurse line and scheduling workload.
Saves 5–10 Minutes per Nurse Line Call
Free up valuable staff time with AI-powered intake and triage.
Potential for 100% Nurse Line Automation
Maximize efficiency without compromising safety.
Lower Cost Per Call
AI guidance reduces manual steps and escalations.
Improved First-Call Resolution
Standardized logic empowers agents to resolve more calls independently.
Reduced Wait Times
Patients spend less time on hold and more time accessing care.
Better Patient & Staff Experience
Faster, safer, and more consistent interactions across every channel.
Designed for Every Stakeholder
For Health Systems & Access Leaders
Standardize intake, triage, and scheduling processes to cut costs, improve throughput, and deliver safer care at scale.
For Contact Center Operations
Reduce escalations, shorten average handle time (AHT), and empower agents to resolve more calls without clinical staff intervention.
For Patients & Members
Eliminate long hold times and inconsistent guidance fast, safe, and convenient access to the right level of care.
Why Clearstep for Agent Decision Support?
AI-Guided Workflows: Embedded triage logic that scales across agents
Proven ROI: Example: 4 FTEs reallocated at a leading Texas health system
Automation at Scale: >75% of calls automated, with potential to reach 100% of nurse line encounters
Time Savings: Saves 5–10 minutes per nurse line call
Seamless Integration: Works with your EHR, IVR, and contact center systems
Trusted Nationwide: Leveraged by leading health systems across the U.S.
Transform Call Centers Into Strategic Assets
Clearstep’s Call Center Agent Decision Support redefines the role of the call center—from a costly bottleneck into a strategic hub for efficient, safe, and consistent patient access.
Let’s Talk
Ready to elevate your call center operations with AI?
FAQs
By embedding evidence-based triage logic, Clearstep equips non-clinical staff to safely handle intake, triage, and scheduling tasks that traditionally required escalation.
Clearstep augments agents with real-time guidance, enabling them to work more efficiently while retaining full oversight.
Clearstep logs triage encounters and scheduled appointments directly into the EHR and works seamlessly with IVR and contact center platforms.
Health systems have seen >75% of calls automated, 5–10 minutes saved per nurse line call, and the reallocation of FTEs through intake automation.
