AI Telehealth Patient Routing Agent
Automating Telehealth Patient Routing with AI
Intelligent Clinical Triage and Risk Stratification
The agent conducts dynamic symptom assessments using validated clinical protocols, detecting red flags for immediate escalation while scoring acuity to route patients to the appropriate level of care—whether that's emergency services, urgent care, a virtual visit, or self-care guidance.
Skills-Based Routing with Real-Time Capacity Awareness
Automated workflows direct patients to the right service lines, specialties, or care coordinators based on clinical needs, network rules, and live provider availability—balancing supply and demand to reduce wait times and avoid bottlenecks.
Frictionless Self-Scheduling and Warm Handoffs
Patients book appointments directly through intelligent slot matching that respects provider templates, visit types, and location preferences, while warm transfers to live clinicians include full intake context so patients never have to repeat themselves.
How Cassidy automates this using AI
Step 1: Trigger on patient contact
The Workflow activates when a patient initiates contact through any channel—web chat, patient portal, SMS, or voice—capturing identity verification, consent, and language preferences while maintaining HIPAA-compliant PHI handling.
Step 2: Complete digital intake and eligibility verification
Cassidy collects demographics, chief complaint, medical history, medications, allergies, and insurance details, then runs real-time eligibility checks to confirm coverage and explain benefits before the patient proceeds.
Step 3: Conduct clinical triage and acuity scoring
The Agent assesses symptoms through protocol-driven Q&A, identifies red flags requiring immediate escalation, and assigns an acuity score to determine the appropriate disposition—emergency, urgent care, telehealth, primary care, or self-care.
Step 4: Route to the right care destination
Based on triage results, Cassidy applies skills-based routing logic to direct the patient to the appropriate service line, specialty, or care coordinator, factoring in network rules, geographic preferences, and real-time provider availability.
Step 5: Enable self-scheduling with intelligent slot matching
Cassidy pulls live provider calendars and offers best-fit appointment slots that respect template rules, visit type constraints, and patient preferences—handling both telehealth and in-person options across locations.
Step 6: Execute warm handoff with full context
When human intervention is needed, Cassidy transfers the patient to a live clinician or agent with a complete summary of intake data, triage transcript, and eligibility results—eliminating repeated questions and reducing handle time.
Step 7: Send confirmations and pre-visit instructions
The Workflow dispatches omnichannel appointment confirmations, pre-visit instructions, and device setup guidance for telehealth visits, with two-way rescheduling capabilities built in.
Step 8: Update EHR and generate analytics
Cassidy writes encounter data, dispositions, and appointment details back to the EHR via HL7/FHIR, while logging routing decisions and outcomes for containment rate, deflection, and triage accuracy reporting.
Implement it inside your company
- Hands-on onboarding and support
- Self-paced training for your team
- Dedicated implementation experts
- Ongoing use case discovery
- ROI tracking & analytics dashboards
- Proven playbooks to get started fast
