Pilot — Patient Support & Navigation Engine
Simplify patient access, reduce staff burden, and speed revenue with intelligent patient navigation.
CarePilot guides patients through administrative, operational and financial workflows — by phone, chat, portal or app — so your team can focus on care.
CarePilot is a conversational patient-support engine that routes patients through the exact next steps they need — from referral and prior-authorization requests to prescription refills and billing help. It works across phone, SMS, portal, mobile app and chat to provide personalized, context-aware guidance that integrates with your EHR, scheduling and billing systems.
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What problems CarePilot solves
Core patient pathways
CarePilot supports three primary patient journeys so your staff isn’t answering the same questions all day:
Administrative needs
- Referrals & prior authorization coordination
- Medical records & form requests
- Provider & location navigation
- Pre-visit documentation guidance
Operational needs
- Prescription refills & medication support
- Lab & imaging coordination
- Care navigation for follow-ups and chronic care
- Condition-based journeys and secure messaging with care teams
Financial guidance
- Billing explanations and online payments
- Insurance eligibility verification & cost estimates
- Payment plans and financial assistance navigation
- Claim denial and appeal support
Key characteristics
Why organizations choose CarePilot
Omnichannel access: Phone, SMS, portal, mobile app, chatbot and email.
Conversational AI: Understands natural language intent (e.g., “I need a copy of my records”) and maps patients to the right workflow.
Personalized navigation: Tailors guidance based on demographics, insurance type, appointment status and chart context.
Context awareness & workflow integration: Reads the patient’s current situation (upcoming appointment, outstanding bill, chronic condition) and integrates with EHRs, scheduling, billing and payer portals.
Self-service with escalation: Enables DIY tasks (reschedule, upload forms, pay) and routes complex issues to staff when needed.
How Pilot works (short)
Patient contacts you (call, portal, chat, SMS).
CarePilot uses conversational NLU and patient context to identify intent.
The engine executes the appropriate pathway (e.g., start a prior-auth, schedule a lab) and surfaces next actions or self-service options.
If needed, CarePilot hands off to a staff queue with all context and suggested next steps.
Benefits (measurable outcomes to highlight)
Reduce administrative call volume and average handle time.
Increase self-service adoption and patient satisfaction.
Lower days-in-AR and reduce claim denials through better payer coordination.
Free clinical and administrative staff to focus on higher-value work.
Use cases / Who it’s for
Primary care and specialty practices looking to reduce front-desk load.
Health systems wanting consistent patient guidance across access channels.
Revenue cycle teams aiming to improve collections and reduce appeals.
Virtual care programs needing automated intake, scheduling, and follow-up workflows.
Trusted deployment patterns
Quick integration with EHR and scheduling via APIs.
Configurable escalation rules to preserve human oversight.
Privacy-first design and secure messaging for PHI handling.
(Implementation checklist available on request.)
Frequently Ask Question
Phone, SMS, portal, mobile app, chatbot and email.
CarePilot is built to use appointment status, basic chart context and insurance data to personalize workflows and recommendations.
The engine uses configurable rules to transfer complex billing disputes or urgent clinical issues to live staff with a prefilled context packet.
Maximizing time with patients with seamless, AI-powered provider workflows.
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