Patients don't call in to chat to AI. They call to get their care moving.
Booking, eligibility, billing, results. Finished in one call, on the contact-center platform you already run. Be the patient for ninety seconds. Then see it in your stack.
What happened underneath
Four layers. Patients only ever see the top one.Three things worth trying
Watch it find the record, offer real slots, and write the change back.
It checks eligibility with your plan before it books, not after the bill arrives.
It should refuse. That's the part most demos skip.
Nova is calling you now
What happens next
Nova dials out. No queue, no "someone will get back to you".
Reminder, reception, pre-op prep or qualification — the same agent, on a real line.
Verification before anything personal, and the whole call written to the audit trail.
Three questions tell you whether your calls get answered, or finished.
These are the questions our healthcare team opens with. Answer them for your own access center.
When a patient calls to reschedule, how does the call end?
A new-patient no-show happens tomorrow at 9:30. Who recovers that slot?
Your contact-center bot answers the question. What happens next in Epic, billing and scheduling?
Answer the three questions.
Every "callback" and "a person does" is a second call your staff make so the patient doesn't have to. That's the number to beat.
See it on your numbers →Sounding human is the easy part.
You only ever notice the top of it. Whether the patient got what they called for, or called back three times, is decided three layers down, where most voice AI doesn't go. Scroll through the stack.
What you notice
One conversation. Your hour, whether you'd rather call or text. You don't repeat yourself, you don't start over, and nobody says "let me transfer you."
What actually happens
Answering isn't finishing. Your appointment gets booked, your coverage checked, your bill explained, your payment taken, and your record updated before you hang up. Every decision is explainable, orchestrated by Conductor.
What it had to reach to do that
Your chart, the clinic's calendar, your insurer's eligibility system, the phone line you dialed. All of it reached live, while you're still on the call. This is the layer that decides whether "let me look into that" turns into a callback.
What you'll never see
It confirms you're you before it says a word about your health. Your record is handled under HIPAA rules and every step is logged. You won't notice any of this. That is exactly the point.
Your patients only ever see the top layer. Anyone can demo that. Ask your shortlist to show you the other three.
What people actually call about.
The first agent goes live on the calls you already take. Each of these ends with the thing done, not a note in a queue.
Nobody called me back.
Reminders, no-show recovery, post-op check-ins, collections follow-ups. Outbound at volume, with consent and do-not-call rules applied per call.
I need to move my appointment.
Finds the record, offers real slots, writes the change back to the EHR, sends the confirmation. No hold, no callback. At 7:40 PM, when the office is closed.
Is this covered?
Verifies identity, checks eligibility with the plan, answers in one sentence, then books the visit while the patient is still on the line.
I don't understand this bill.
Retrieves the claim, explains the charge in plain language, then takes a payment or sets up a plan. One call, no transfer.
What's my balance?
Asked before the patient has said who they are. The agent refuses, verifies, then answers. And logs the attempt.
I'm new. What do I bring?
Sends intake, verifies insurance and eligibility, gives prep instructions and confirms the patient is ready before the visit.
The four questions your CIO will ask. Bring the answers.
Patient access owns the problem. IT approves the fix. Both conversations are shorter when the integration answer comes first.
"Epic doesn't allow third-party AI."+
Epic supports governed third-party integration over FHIR when the health system sponsors it. No marketplace listing required. It's in production at Texas Children's Hospital, delivered with an integration partner.
And the first agent doesn't need it: it runs on your contact-center platform and answers the patient who isn't in MyChart. Read scope and write scope are separated, and every write is logged.
read scope first · write scope where you approve it · every action logged"We already have Copilot. We're building this ourselves."+
Copilot assists a person. A Druid agent completes the workflow on the telephony and systems you already own, and hands the exceptions to a person. Nothing gets replaced.
Ask both to show you the other three layers.
"Security. Governance. Patient data."+
Identity is verified before any PHI is spoken. Every decision is explainable and every action lands in an audit trail. Emergency language routes to your protocol, not to the agent. HIPAA, SOC 2 Type II, ISO 27001.
verify → then PHI · no card data spoken · audit trail per call"What happens to the bill when flu season hits?"+
Nothing. Druid is a flat annual subscription at the organization level. No per-user, no per-conversation fees. A peak month costs what a quiet one does.
Proof, with the numbers attached.
- Problem
- Booking demand outrunning the access team; slots going unfilled.
- What ran
- An agent that books, confirms and reschedules across phone and digital channels.
- Outcome
- 908 AI-booked appointments a month.
- Problem
- High-volume, repetitive questions absorbing skilled staff.
- What ran
- A knowledge-grounded agent answering from approved sources, with hand-off on the rest.
- Outcome
- 96 of 100 answers right, measured on live traffic.
- Problem
- Patient-access agent needed inside an Epic environment.
- What ran
- Governed FHIR integration, health-system sponsored, delivered with a partner.
- Outcome
- Live. The reference the "Epic doesn't allow it" question needs.
Also in production: a US dermatology network doubled its AI booking rate within weeks of go-live. More than one billion conversations handled on the Druid platform.
You just did that as a patient. Now see it in your stack.
Thirty minutes with our healthcare team, on your numbers: call volumes, your EHR, your contact-center platform. Not a slide deck.
Prefer to ask Nova? Tell her you'd like a demo. She'll take your details and a specialist follows up. Start the live call.