Markets Served | Medical Call Center

In a medical call center, telehealth or nurse advice environment where non-clinical personnel take the first call from a patient, sometimes the calls are “red-flagged”.  This means that they are high priority calls for a nurse and should be next in his or her work queue.  Non-medically trained front end agents tend to over use the red flag criteria because they are just not sure what might be an urgent situation.  Health Navigator’s Natural Language Processing engine can identify those patient complaints that have a higher acuity or urgency rating which can be passed along to the nurse work queue. One call center in the midwest reduced their red flag rate from over 40% to 12% through use of the Natural Language Processing tool.