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The Heartbeat Triage

How AI and humans split the incoming queue so urgency gets a person, fast.

How it works

  1. 1AI answers every incoming call and resolves the simple, repetitive 80%: appointment times, arrival windows, no-show follow-ups.
  2. 2Complex moments, like a patient calling after a hospital discharge, get escalated to a human, with escalation rules customized per client.
  3. 3The win is queue design. In a legacy call center, the person asking a one-line question and the person in crisis wait in the same line.
  4. 4AI dissolves that queue so urgency gets a human, fast.

Hear it on the podcast

America Spends $5 Trillion on Health. This Is Where It LeaksListen to the episode

More from this episode

The Third Way Operating ModelThe fusion of people and platform that gives the company its name.The Autopilot StandardThe test for whether a front-office process is actually automated.The Data Pipes ThesisWhy the long game in healthcare is plumbing, not features.

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