SEPTEMBER 2023 RELEASES
September 2023 Releases
8 Healthcare AI Agent Use Cases for Better Patient Outcomes
Your healthcare communications should be a lifeline, not a bottleneck. Let’s fix that.
Right now, other healthcare providers are leveraging AI Agents to free up humans from routine voice, SMS, and email tasks. And frankly, they might be stealing your patients.
It’s time to get rid of the “Confirm Y/N” messages, and start caring for your patients from the very first moment you interact with them.
What do we know? Well, the healthcare providers that we work with have:
- Increased patient engagement rates by 60%.
- Increased conversion rates by 46% (including 14% in their first 14 days using AI).
- Gone from 70% task completion to 91%.
Healthcare AI Agents aren’t an instant elixir, but they’ll immediately set up more cost-effective ways to schedule and manage appointments, accelerate intake and follow-ups, drive adherence, and retain more patients.
Below, we highlight the 8 biggest use cases for healthcare providers using Regal AI Agents—pulling together insights we’ve gathered from clients in telehealth, specialized care, veterinarian care, medicare, remote patient monitoring, and much more.
8 Healthcare AI Agent Use Cases for Better Patient Outcomes
Why do Regal AI Agents work so well for healthcare providers?
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What does that translate to in the day-to-day?
Healthcare providers are buying into Regal's AI Agents to improve and scale:
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1. Patient Intake
If you’ve ever found yourself asking…
- Why are we still doing intake manually when patients are dropping off?
- How do we quickly assess a new patient’s needs without waiting for a human?
How do healthcare AI Agents help automate and accelerate patient intake?
AI Agents help automate qualification and triage so patients are routed to the right care, faster.
The typical issue: Your manual intake processes are slow and disconnected. Patients wait too long, have multiple conversations, and still aren’t always matched with the right care.
What AI Agents can do: AI Agents can pre-qualify patients, collect and record key medical history, and segment by urgency.
AI Agents do this by:
- Sending (triggered) outbound SMS and voice outreach to new patients and referrals
- Asking specific qualifying questions—customized by your team—to understand symptoms, intent, urgency, and insurance/financials
- Automatically flag high-priority cases and schedule appointments in real-time, or, if necessary, route them to live care teams
- Logging intake responses directly into your EHR and/or CRM
Immediately, agents can drive faster time-to-care/admittance, reduce drop-offs during the intake process, and assure that patients are matched with the right care from the start.
2. Insurance Verification
If you’ve ever found yourself asking…
- Why are prior authorization delays holding up care?
- Can we proactively explain benefits before patients get confused or annoyed?
- Can we just automate eligibility checks instead of burning staff time?
How do AI Agents handle the insurance verification process?
AI Agents make it simple to automate eligibility checks, benefit inquiries, and prior auth follow-ups.
The typical issue: Your human agents have to chase down insurance details and field routine questions from patients. It drags on their time, and leads to unnecessary delays for patients.
What AI Agents can do: AI Agents act as real-time insurance liaisons. They verify coverage, follow up on prior authorizations, and proactively/reactively explain benefits over the phone, SMS, or email.
How AI Agents do this:
- Deliver benefit breakdowns to patients via phone, SMS, or email, based on coverage
- Instantly query insurance eligibility databases to give patients answers in real-time
- Automatically follow up on pending prior auths with both payers and patients
- Escalate flagged issues (e.g., denial risks) to billing or clinical teams in real-time
You can minimize care delays and reduce claim denials, all while freeing up time for your human agents.
3. Appointment Scheduling and Rescheduling
If you’ve ever found yourself asking…
- Why do patients have to wait on hold just to reschedule?
- How many visits are we losing every week to no-shows?
- Can we make it so our reminders aren’t one-size-fits-all?
How do AI Agents help automate appointment scheduling and rescheduling?
AI Agents make sure there’s no friction in the scheduling process. They act and respond quickly, and keep patients engaged to reduce no-shows and optimize provider calendars.
The typical issue: Patients are either talking to a human or relying on a clunky self-service tool to schedule. They’re left waiting on hold, they miss call backs. They no-show because they should have rescheduled, but didn’t.
Scheduling is manual and time-consuming for patients and your reps. Because of that, it feels hard to improve without just adding new reps to increase capacity.
What AI Agents can do: AI Agents reach out proactively, book appointments, send reminders, and handle rescheduling across phone, SMS, and email. And so in a personalized way.
How healthcare AI Agents do this:
- Sync with provider calendars in real time to offer accurate time slots
- Automate outreach to patients via their preferred channel (SMS, voice, email)
- Allow scheduling/rescheduling through natural conversation, instead of clunky “Confirm Y/N” flows
- Send reminders and confirm attendance ahead of appointments (updating patient data with each response, rescheduling if needed)
With AI Agents, you’ll optimize the calendars of your providers and your agents. You can remove hold times and keep patients engaged autonomously, reducing no-shows and gaps in care.
4. Patient Enrollment and Onboarding
If you’ve ever found yourself asking…
- Are there better ways to automate and track onboarding completion?
- How can we make onboarding feel more personal without adding headcount?
- How do we keep referrals from going cold before making contact?
How do AI Agents drive more personalized onboarding and reduce drop-offs?
AI Agents make it possible for you to build automated onboarding flows that adapt to unique patient journeys.
The typical issue: Patients either drop off between referral and treatment, or they simply ignore their onboarding (only to call back in the future with questions that could’ve been answered). You need to find a way to automate and make the onboarding process more personal, but you don’t want to add head count.
What healthcare AI Agents can do: AI Agents act as onboarding partners across all channels, instantly engaging patients (and referrals), guiding them through every step, and answering questions along the way.
How AI Agents do this:
- Launch personalized welcome messages immediately after referral or form-fill
- Proactively educate patients on what to expect next in their care journey
- Capture missing demographic or health history data via voice, SMS, or email
- Proactively nudge patients to take action—complete forms, verify information, complete intake tasks, or schedule appointments
This leads to fewer drop-offs and higher treatment plan adoption, and an overall better experience for your patients from the jump. All without hiring new agents.
5. Adherence Support
If you’ve ever found yourself asking…
- How can we catch non-adherence before it turns into a bigger issue?
- How can we improve reminders to increase care plan and medication plan adherence?
How do AI Agents drive medication and treatment adherence?
Healthcare AI Agents drive treatment and medication adherence with personalized follow-ups, post-care instruction, and personalized reminders to take medications or specific actions.
The typical issue: Non-adherence to care plans leads to worse outcomes and higher readmissions. Your human agents don’t have the capacity to proactively reach out and follow-up with every patient, all the time.
What AI Agents can do: AI Agents can proactively reach out and follow-up with all of your patients, all the time, across phone, SMS, and email. They check in on patients post-care, send refill reminders, and identify at-risk behaviors before they become larger issues.
How AI Agents do this:
- Send personalized medication reminders based on fill dates, pill counts, and pharmacy record
- Provide proactive and reactive guidance based on provider instructions
- Ask follow-up questions to assess pain levels, side effects, or missed doses
- Escalate concerning responses to the relevant care managers
- Provide motivational reinforcement and care plan education in natural language
Health orgs using AI Agents for adherence see better clinical outcomes, lower churn, and higher NPS and CMS scores.
6. Preventative Care Coordination
If you’ve ever found yourself asking…
- How do we scale personalized preventative care campaigns?
- Why are we still relying on mass emails no one reads?
How do AI Agents automate preventative care coordination?
AI Agents can handle automated engagements around screenings, vaccinations, and wellness visits.
The typical issue: Preventative outreach is often forgotten or deprioritized. Without reminders for certain things, however, patients don’t act.
What AI Agents can do: AI Agents drive proactive outreach campaigns. With virtually limitless capacity, AI Agents can pick up the gaps let by busy human agents. You can reach every patient, to educate them on upcoming or overdue care, and even book new visits on the spot.
How AI Agents do this:
- Automatically scan EHR flags or time-based triggers to identify overdue care and reach out to patients across their preferred channel (phone, SMS, or email)
- Launch cross-channel outreach campaigns for screenings, vaccines, or wellness visits
- Handle objections or questions in real-time with empathetic, helpful responses
- Book and confirm appointments in the same conversation
This all leads to higher preventative care utilization, earlier interventions, and improved population health metrics.
7. Patient Retention
If you’ve ever found yourself asking…
- How can we prevent patients from ghosting us after one visit?
- How can we automate personalized recommendations and messages to patients to keep them more engaged?
How do AI Agents lead to greater patient retention?
AI Agents create sticky, ongoing relationships with your patients because every interaction becomes more personalized. Personalized recommendations, addressing specific issues, reacting to smart monitor readings in real-time. Not to mention, all of this happens through the patient’s preferred channel, every time.
The typical issue: You’re seeing a lot of one-and-done visitors, and a lot of no-shows. It’s largely due to a one-size-fits-all style of outreach (or worse, silence). This doesn’t create a great experience for patients, and leaves them only taking action when they absolutely need to.
From an operative standpoint, you don’t have the agent capacity to personalize outreach to everyone, so you blast SMS and email messages to every on a set cadence.
What AI agents can do: Healthcare AI Agents drive personalized check-ins and guidance that feels human, regardless of channel. Agents always have a full understanding of patient and contextual history, and use it to drive interactions that make patients feel truly cared for.
How AI Agents do this:
- Reference your first-party data to surface every past interaction and patient medical history during outreach
- Send relevant, human-like nudges (e.g., "How was your last visit with Dr. Chen?") to maintain continuity
- Monitor smart monitors, trigger proactive outreach, and schedule visits when readings fall outside norms
- Loop in care teams automatically when a conversation indicates clinical concern
Teams using AI Agents for regular personalized engagement make patients feel more involved and cared for, and generally lead to better engagement rates.
8. Billing and Payment
If you’ve ever found yourself asking…
- How can we make our collections process less reactive?
- Can we automate payment reminders and chasing down of missed payments?
- How can we explain coverage before patients get confused or angry?
How do AI Agents help automate billing and payments?
AI Agents help reduce bad debt and administrative drag by automating payment reminders, explaining coverage, and assisting with billing questions and payment plans.
The typical issue: Billing confusion (or forgetful patients) lead to unpaid balances, complaints, and patient churn. It’s hard for your team to find the bandwidth to better communicate coverage to patients and track down payments quickly.
What AI Agents can do: AI Agents simplify billing by proactively explaining charges, sending payment reminders, and helping patients navigate payment plans in real-time.
How AI Agents do this:
- Identify upcoming, overdue, or partial bills in real-time
- Reach out via the patient's preferred channel (phone, SMS, email) to explain bills clearly and answer any questions live
- Walk patients through payment plan options and gather intent to pay
- Provide secure links to payment portals and follow up post-interaction
- Update your internal data as needed when patients do or don’t take needed action
AI Agents drive less missed payments and less confusion, while your human agents spend time answering more complicated questions and onboarding new patients.
Let Your Healthcare Comms Be a Lifeline
Every interaction with a patient is a chance to help, a chance to make them feel cared for.
Or, a chance to lose them to another provider. Healthcare AI Agents greatly increase the capacity your team has to personalize patient engagement at all times, across every channel.
If you want to deliver the level of care your patients deserve (without burning out your team), AI Agents aren’t optional. They’re essential.
Frequently Asked Questions
How can AI agents streamline patient intake and triage?
They pre-qualify patients, collect key medical history, and ask tailored questions on symptoms, urgency, and insurance to segment by priority. Agents can schedule visits in real time or route urgent cases to live teams, and log responses in the EHR/CRM.
How do AI agents manage insurance verification and prior authorization follow-ups?
They query eligibility databases to verify coverage, deliver benefit breakdowns via phone, SMS, or email, and automatically follow up on pending prior auths. Flagged issues (such as potential denials) are escalated to billing or clinical teams to reduce delays.
What role do AI agents play in appointment scheduling and reducing no-shows?
They sync with provider calendars to offer accurate time slots, let patients schedule or reschedule through natural conversations across channels, and send reminders that confirm attendance or trigger rescheduling. This reduces friction and helps optimize provider calendars.
How do AI agents support medication and treatment adherence after care?
They send personalized reminders based on fill dates and pharmacy records, check in on pain, side effects, or missed doses, and provide guidance aligned to provider instructions. Concerning responses are escalated to care managers to intervene sooner.
Can AI agents help with billing questions and payments?
Yes. They identify upcoming or overdue balances, explain charges and coverage in clear terms, assist with payment plan options, provide secure payment links, follow up after interactions, and update internal records to reduce missed payments.
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Founded in 2020, Regal is an enterprise voice AI agent platform for contact centers. Regal helps businesses build, deploy, and manage autonomous AI agents across sales, support, and operations teams.
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