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# Healthcare Contact Center & Telehealth Triage Software

## Sitemaps
[XML Sitemap](https://keonahealth.com/sitemap_index.xml): Includes all crawlable and indexable pages.

## Resources
- [The Work That Falls Between the Calls: Why Patient Access Runs on Queues](https://keonahealth.com/resources/patient-access-runs-on-queues/): A scheduled appointment is the easy part. The refill, the provider question, the referral that needs three touches before it closes, that is where access quietly breaks. Those steps are also where the strongest operations pull ahead.
- [Stage 1 Deep Dive: Why Consistency Is Harder Than It Looks, and What It Unlocks](https://keonahealth.com/resources/psmm-framework/stage-1-standardize-care/): Stage 1 of the Patient Service Maturity Model: Standardize Care
- [Better Triage Starts With the Right Questions, Not the Right Technology](https://keonahealth.com/resources/four-questions-evaluate-triage-ai/): That does not have to be your starting point. The right questions, asked early and asked confidently, give you the clinical grounding to evaluate what is being proposed, identify where it falls short, and advocate for the standard your patients and your tea Better Triage Starts With the Right Questions, Not the Right Technology
- [Your Triage Works Better When Technology Works the Way Nurses Do](https://keonahealth.com/resources/ai-principles-telephone-triage/): Debra has managed her triage team for eleven years. She knows every nurse by their voice: who slows down when a call gets complicated, who goes quiet under pressure, who has been staying late to finish documentation. She is good at her job. She is proud of her team. And lately, she has been watching them work in a way that sits heavily with her.
- [Where Is Your Practice on the Patient Access Maturity Curve?](https://keonahealth.com/resources/psmm-framework/): The Patient Service Maturity Model gives you that overview. It maps five stages of patient access maturity:
- [The 6 Patient Access Metrics That Actually Predict Revenue](https://keonahealth.com/resources/the-6-patient-access-metrics-that-actually-predict-revenue/): "Every healthcare practice has data. Most practices don’t have the right data.“
- [Keep Patients Connected and Grow Your Practice Fast](https://keonahealth.com/resources/how-to-keep-patients-connected-so-your-practice-can-grow/): It's 9:30 on a Tuesday night. Darius has been putting off calling his doctor's office for two days, working up the nerve to ask about a symptom that's been worrying him. He finally picks up the phone. It rings four times, then: "You have reached us after hours. Our hours are Monday through Friday, 8 AM to 5 PM. Please call back during regular business hours."
- [A Diagnostic Worth Stealing : Why Every Healthcare Leader Should Use the Warm Handoff Test](https://keonahealth.com/resources/warm-handoff-test-patient-access-orchestration/): When your CFO asks, “Why can’t we just use the EHR portal?” Or another vendor pitches “AI scheduling” to your team…
- [Tired of Repeating Yourself? Why Healthcare AI Should Know Your Story](https://keonahealth.com/resources/tired-of-repeating-yourself-why-healthcare-ai-should-know-your-story/): Diana's been on hold for 12 minutes. When someone finally picks up, she explains her insurance changed, she needs to reschedule her follow-up, and yes, she's still having that pain in her left knee.
- [Patient Self-Scheduling Success Strategies For Medical Practices](https://keonahealth.com/resources/patient-self-scheduling-success-strategies/): Imagine a healthcare practice where patients easily book appointments online, staff members efficiently manage schedules, and providers see a significant reduction in no-shows. This isn't a far-off dream—it's the reality for practices that have mastered patient self-scheduling. Today, we're going to explore the formula that can make this a reality for your practice too.
- [AI Patient Assistance: Revolutionizing Care Today](https://keonahealth.com/resources/ai-patient-assistance-revolutionizing-care-today/): The phones don't stop ringing. Thousands of calls pour in: appointment requests, billing questions, prescription refills, and urgent care inquiries. The call center is staffed with capable, committed people, but by mid-morning, the hold queue is packed, the voicemail inbox is overflowing, and patients are quietly hanging up.
- [Forrester’s Healthcare CX Platform Report: What Leaders Should Look For](https://keonahealth.com/resources/forrester-ai-healthcare-cx-platforms/): Linda Martinez had called three times that week. Each time, she explained her mother's medication concerns to a different person. Each time, she was asked the same questions. Each time, the frustration deepened. Healthcare organizations face a critical challenge: patients are tired of repeating themselves. The issue isn't automating interactions; it's coordinating their completion. According to Forrester's comprehensive analysis in The Customer Experience Platforms for Healthcare Landscape, Q2 2024, this fragmentation isn't just a patient frustration—it's a systemic operational crisis threatening healthcare organizations' ability to compete.
- [Call Abandonment in Healthcare: True Cost Revealed](https://keonahealth.com/resources/missed-calls-healthcare-call-abandonment-roi/): The causes of call abandonment in healthcare are multifaceted. Staffing is a persistent challenge. Front-desk teams are often forced to juggle incoming calls, walk-in traffic, managing appointments, and patient check-ins—all while trying to maintain high standards of service.
- [How Triage Nurses Reclaim Their Time and Focus on Patient Care](https://keonahealth.com/resources/nursing-triage-software-roi/): It was 2:47 PM on a Tuesday when Stacy, the front desk receptionist at Happy Pines Medical Center, picked up a call that would change everything. A worried parent was on the line describing their child's worsening cough. Stacy, armed with little more than a notepad and a high-stress phone line, had no clinical training. But the parent needed an answer.
- [Call Center Balanced Scorecard: Why Every Healthcare Operation Needs One Now](https://keonahealth.com/resources/call-center-balanced-scorecard/): Start with Keona Health's ready-to-use Call Center Balanced Scorecard template. This Excel-based tool helps you track individual agent performance across all four critical dimensions: People, Production, Patient Experience, Quality, and Revenue. It automatically calculates weighted scores and provides a clear, at-a-glance view of where each agent excels and where they need support.
- [Understanding Customer Effort Score in Healthcare: A Complete Guide](https://keonahealth.com/resources/reducing-patient-effort-healthcare/): Tatiana is a 42-year-old working mom of two with a demanding full-time job. Lately, she's been dealing with persistent abdominal pain: enough that her primary care doctor recommended she see a specialist. That's when the frustration begins.
- [The Future of Healthcare CRM: Gartner Report on AI & Patient-Centric Platforms](https://keonahealth.com/resources/future-healthcare-crm-ai-patient-centric-platforms/): It's not. According to Gartner’s Market Guide for Healthcare CRM, a unified CRM strategy is now essential—not just for patient engagement but for optimizing operations and securing long-term success.
- [Navigating the New Healthcare Landscape: Why Operations Lag in Digitization, but Can’t Afford To](https://keonahealth.com/resources/healthcare-operations-digital-lag-risk/): What are the barriers to digitizing healthcare operations, and why is there often resistance to these changes? What motivates stakeholders to “rip off the Band-Aid” and make the decision to challenge the status quo? How have you witnessed operational digitization transform patient care and internal processes in your career that you can articulate?
- [Navigating the New Healthcare Landscape](https://keonahealth.com/resources/patient-led-healthcare-journey/): Over the course of my career in healthcare administration, I have witnessed the fundamental shift in healthcare brought about by patients’ enhanced access to information and options for care.
- [Effective Nurse Triage](https://keonahealth.com/resources/nurse-triage-crm-vs-ehr/): Electronic Health Records (EHRs) have transformed healthcare by centralizing patient data, streamlining communication, and enhancing clinical decision-making. With a single, comprehensive system, EHRs support everything from patient histories to billing, offering efficiency, accuracy, and better patient safety.
- [The Rule of ONE: Streamlining Call Center Operations for Maximum Efficiency](https://keonahealth.com/resources/streamlining-healthcare-call-centers/): The good news: operational complexity doesn't have to mean operational chaos. The Rule of ONE offers a way forward.
- [Patient Experience ROI: Unlocking Revenue Growth](https://keonahealth.com/resources/patient-experience-roi/): Dr. Patel's orthopedic practice had a reputation problem, and she knew it. Not for clinical outcomes; those were excellent. The problem was everything that happened before a patient reached the exam room. Phones rang endlessly before anyone picked up. Scheduling felt like solving a puzzle. Post-visit follow-up was inconsistent. Patients were leaving reviews that said some version of the same thing: "Great doctor, terrible experience getting there."
- [Healthcare Call Flow Optimization: A Step-by-Step Guide to Improved Patient Satisfaction](https://keonahealth.com/resources/healthcare-call-flow-optimization/): Diana is a heart patient who needs to reschedule her cardiology follow-up. A work conflict came up, nothing unusual, and she just needs five minutes with someone who can move her appointment. She dials the hospital's main number.
- [How Healthcare Consumerism Is Evolving : Proven Strategies for Medical Practices](https://keonahealth.com/resources/healthcare-consumerism-strategies-practices/): In recent years, the healthcare landscape has experienced a significant shift towards consumerism, highlighting the demand for transparency, affordability and access. This evolution has been fueled in part by the rise of high-deductible health plans (HDHP), the progress of value-based care and the expansion of choice of providers for patients, not to mention the dramatic increase in patient involvement in their healthcare decisions. While consumerism takes root in healthcare, practices must adopt strategic measures to take advantage of these effectively evolving dynamics.
- [How Practices That Prioritize Patient Access Grow: Revenue Per Provider](https://keonahealth.com/resources/maximizing-revenue-per-provider/): Revenue Per Provider (RPP) is the metric that tells you how often that door is opening, and how wide. It's not a finance department number. It's the financial reflection of your patient access operation: what happens when someone reaches out, how well your team responds, and whether that person ends up connected to the care they need.
- [Healthcare CRM Security: How to Protect Patient Data While Modernizing Patient Access](https://keonahealth.com/resources/healthcare-crm-security/): Healthcare CRMs have transformed patient access, enabling streamlined communication, self-service tools, and efficient care coordination. But these benefits must be balanced with the highest levels of patient data protection. For medical directors, CTOs, and healthcare executives, this raises a critical question: How do you expand digital patient engagement without compromising security?
- [Why Trust Is Vital For Both Patient Care & Revenue Growth](https://keonahealth.com/resources/power-of-trust/): When I was a child, I grabbed my father's pant leg in crowded areas to stay connected and safe. One day, I heard a very unfamiliar voice above, and I looked up to see that the man wearing the familiar trousers was certainly not my father. Trust was immediately replaced by fear and tension as I suddenly realized I was lost.
- [How to Build a Healthcare Call Center Call Flow (Step-by-Step Guide)](https://keonahealth.com/resources/create-killer-call-flows/): A call center call flow is a structured script and routing guide that tells agents exactly what to say and do at each step of a patient call. It removes guesswork, standardizes service, and ensures every caller reaches the right resolution as quickly as possible.
- [Enhancing Patient Service With Advanced Patient Experience Analytics](https://keonahealth.com/resources/how-to-enhance-patient-service-with-advanced-patient-experience-tech/): Maria had grappled with shortness of breath for weeks. When she called her healthcare provider, she was shuffled three times, repeated her information each time, 
- [Overcoming Fragmentation Fatigue with Oracle Cerner & CRM Software](https://keonahealth.com/resources/overcoming-fragmentation-fatigue-via-oracle-health-crm-software/): Imagine this all-too-familiar scenario: You're a patient in need of urgent medical advice. You dial your healthcare provider's call center, which is powered by Oracle Health's clinical suite, hoping for a swift and reassuring response.
- [15 Healthcare Call Center Metrics You Need to Track in 2026](https://keonahealth.com/resources/15-vital-patient-experience-metrics-healthcare-call-centers-must-track/): That kind of transformation starts with tracking the right metrics across your full patient access journey. Researchers at the Keona T.H. Chan School of Public Health linked comprehensive performance measurement, including patient experience metrics, to stronger financial outcomes and progress toward the Triple Aim: better health, lower costs, and improved experiences.
- [Healthcare Call Center Services: Creating Quality Patient Experiences](https://keonahealth.com/resources/how-to-create-quality-patient-experiences-at-your-call-center/): The frazzled healthcare call center: where the limits of nerves—on both sides of the phone—are tested, hold music haunts patients' heads, and staff are usually overwhelmed by the flurry of tasks they must navigate—on their computers, on their headsets, with their coworkers.
- [Call Center Clarity: 5 Steps to Advance the Quadruple Aim](https://keonahealth.com/resources/5-ways-to-standardize-your-call-centers-workflows/): Imagine your call center as the heart of your healthcare system. Every patient flows through it. The call agent is often the first and last person a patient speaks with. And when that heart beats with irregular rhythms—inconsistent workflows, varied responses, fragmented processes—the entire body suffers.
- [5 Ways To Revolutionize Your Medical Contact Center](https://keonahealth.com/resources/5-ways-to-revolutionize-your-healthcare-call-center/): Your healthcare call center is much more than a support function—it’s the primary driver of positive patient experiences. Studies have shown that simple, seamless experiences are the key to customer satisfaction—especially in healthcare.
- [10 Critical Things Healthcare Call Center Leaders Must Do To Transform](https://keonahealth.com/resources/10-critical-things-you-must-do-to-transform-your-medical-call-center/): You need full alignment across your team to drive progress and adopt new ways of working. Here are the top considerations when leading your staff through a transformational shift:
- [How To Create A Patient Access ‘One-Stop-Shop’ & Remove Redundancies](https://keonahealth.com/resources/9-how-to-create-a-patient-access-one-stop-shop-remove-redundancies/): If you're like thousands of healthcare organizations, you're likely engulfed in the “Documentation Nightmare”—the slew of inefficiencies and errors that come from not having a single system of record—which creates debilitating staffing problems, including:
- [Medical Contact Centers: The Secret To 30% Less Scheduling Calls](https://keonahealth.com/resources/medical-contact-centers-the-secret-to-slashing-scheduling-calls-30/): You’ve likely tried everything. Over-hiring, relying on traditional call-in scheduling, implementing a generic online booking system. Nothing works.
- [Why Tribal Knowledge Is Sabotaging Your Healthcare Contact Center](https://keonahealth.com/resources/7-why-tribal-knowledge-is-sabotaging-your-healthcare-contact-center/): A healthcare call center in Seattle recently experienced a painful lesson when they lost three key employees: one to a competitor, one to retirement, and the other for medical reasons. With these staffers went the specialized knowledge and skills they had honed over decades, and which they had used to teach new employees the ropes. Despite the contact center’s best efforts, it is still recovering from the impact a year later. Errors are higher, wait times are longer, and providers and patients frequently complain about service.
- [Patient Access Solution: How To Double Patients With 0 New Staff](https://keonahealth.com/resources/patient-access-how-to-double-patients-providers-with-0-new-staff/): Thousands of healthcare organizations are stuck in the “Staffing Trap”: Unable to grow without hiring new staff, but unable to afford to hire and train that new staff—or unable to find candidates. They're in limbo, and without additional patient access resources, there's seemingly no way out.
- [Healthcare Call Centers: 7 Staffing Solutions To Scale](https://keonahealth.com/resources/7-staffing-solutions-to-scale-your-healthcare-call-center/): Picture this: a medical call center, buzzing with frantic energy, phones ringing off the walls.
- [#1 Metric For Staffing & Patient Service At Healthcare Contact Centers](https://keonahealth.com/resources/1-metric-for-solving-staffing-at-your-healthcare-call-center/): A whopping 88% of patients say their choice of a healthcare provider hinges not on the visit itself, but on the level of customer service they receive before and after the visit. Patients want streamlined and seamless experiences—it’s as simple as that.
- [Healthcare Call Center Staffing: Build Systems, Not Headcount](https://keonahealth.com/resources/why-the-staffing-trap-kills-your-patient-engagement-7-solutions/): Priya had been the practice manager at a busy orthopedic practice for six years. She knew the sound of a Monday morning better than anyone: phones ringing before 8 a.m., a scheduler out sick, a voicemail queue that had grown over the weekend. She also knew the math. Every call that went unanswered was a patient who might reschedule elsewhere, or not at all.
- [How Healthcare Call Centers Can Slash Agents’ Training Time To 2 Days](https://keonahealth.com/resources/how-healthcare-call-centers-can-slash-agents-training-time-to-2-days/): Agents are an essential, if sometimes under-appreciated, component of healthcare call centers. The efficiency of your agents determines the dynamism of your entire patient access operation. Which is why the following problems, if you have them, decimate revenue, care, and patient satisfaction.
- [Healthcare Staffing Solutions: How These Call Centers Triumphed](https://keonahealth.com/resources/how-these-healthcare-call-centers-solved-their-staffing-nightmare/): Long story short, you're stuck in the healthcare Staffing Trap: Unable to flourish and grow without hiring new staff, and unable to perform at efficient levels with your current staff. The consequences are brutal:
- [Google Analytics 4 for Telehealth Contact Centers](https://keonahealth.com/resources/google-analytics-4-for-telehealth-contact-centers/): is an entirely new version of Google Analytics that is more
- [Patient Access Technology: Its Urgent Problems, Solutions, & Future](https://keonahealth.com/resources/patient-access-technology-its-urgent-problems-solutions-future/): Regulations will only increase exponentially as privacy and security threats mount. This means future patient access technology will require increasingly sophisticated automation and algorithms to meet increasingly complex HIPAA regulations and other laws.
- [Why Automating Your Teletriage System Is Critical For Patient Access](https://keonahealth.com/resources/why-automating-your-teletriage-system-is-critical-for-patient-access/): Equipping your teletriage nurses with decision support software, which has built-in HIPAA compliance, intelligent escalation procedures, and other patient safety mechanisms, ensures federal and state regulations are met at all times. Triage software also lifts a tremendous weight off of your nurses' shoulders by assisting them during patient calls.
- [Telehealth Pros And Cons: The Big Benefits Of Patient Access Software](https://keonahealth.com/resources/telehealth-pros-cons-the-big-benefits-of-patient-access-software/): In the evolving landscape of healthcare, the ability to gain a 360 view of patient data has become paramount. Telehealth access systems and virtual care, driven by emerging technologies, have seen a significant rise in popularity in recent years. The healthcare industry is undergoing a transformation, and organizations must adapt. This article explores both the pros and cons of telehealth, highlighting why a comprehensive approach to patient data is crucial.
- [Telephone Nurse Reveals 7 Ways To Improve Call Center Scheduling](https://keonahealth.com/resources/telephone-nurse-reveals-7-ways-to-improve-call-center-scheduling/): In the 25 years telephone triage has been in existence, it has never been more relevant than it is today. Covid and technology have catapulted telehealth nursing to a place of great importance in the U.S. health system.
- [VIDEO: 25 Years of Nurse Triage](https://keonahealth.com/resources/video-25-years-nurse-triage/): Telephone triage is no longer an option for health systems. It is an absolute essential. When nurses are caring for patients over the phone or over the computer video, whatever it is, we want to really make sure that they understand that you have used to say thirty-second window of opportunity. Now it's even less you have a fifteen-second window of opportunity to win that patient over and begin that trusting relationship so that they believe what you say. They're convinced that you're there to help them. And if they recognize that and they believe it, their tendency to comply with the advice that you're giving them is increased compliance leads to better outcomes, which leads to better revenue for your organization and and everybody's happy.

## Pages
- [Protected: 90-Second Investor Pitch + Follow-Up](https://keonahealth.com/90-second-investor-pitch-follow-up/): Keona Health · June 2026
- [2024 Healthcare CRM Landing Page](https://keonahealth.com/2024-healthcare-crm/): Simplify your phone staff's clinical & non-clinical workflows.
- [Keona Releases and Release Notes](https://keonahealth.com/keona-releases-and-release-notes/): Keona Releases and Release Notes February 28, 2026 February 2026 Added flowchart visualization for CareFlow protocol questions Added accessibility improvements across patient self-scheduling (labels, alt text, back buttons, close button, dropdowns) Added speech caching for faster Virtual Agent responses Added end-to-end automated tests for AI scheduling Added yes/no speech recognition heuristics to improve AI scheduling accuracy Added phrase list editor for customizing scheduling speech recognition Added CSV import support for external organization IDs Improved Virtual Agent logging and diagnostic clarity Added Kern Medical and Privia onboarding support January 2026 Added configurable transfer rules for the Virtual Agent (route calls based on outcome) Added callback message when transferring callers or when agents are unavailable Added speech reminders and quick responses for the Virtual Agent scheduling flow Added phrase list functionality for location and provider preferences Added Virtual Agent session summary data and reporting Improved AI date and time interpretation for scheduling Improved patient lookup to search all available name/DOB/phone combinations Added custom encounter type support for CareFlows Improved round robin scheduling administration Fixed Virtual Agent transfer message being cut off December 2025 Added barge-in detection for the Virtual Agent (caller can interrupt the agent) Added "please wait" feedback messages during long Virtual Agent operations Improved patient lookup flow with retry and clarification steps Added PM scheduling support for mixed EHR environments (Cerner/Athena Practice) Improved AI handling of names and facility addresses Added ability to run messaging campaigns for specific recipients only November 2025 Added "still working" wait messages to keep callers informed during Virtual Agent processing Added configurable live transfer rules based on patient identification and call outcome Added session outcome tracking for Virtual Agent calls Added grace period configuration for appointment actions (cancel, reschedule) Added Veradigm PCP save configuration option Added Waitlist checkbox default configuration for appointment booking Improved Athena integration performance Fixed date of birth precondition not working during CareFlow selection October 2025 Added Virtual Agent admin panel for managing agent configurations Added "press zero for live agent" functionality to the Virtual Agent Added AI reasoning model support for complex protocol questions Added AI question override per protocol question Added patient self-scheduling encounters to encounter history with filtering Added call deflection tracking and reporting improvements Added speech-to-text confidence level filtering to reduce false recognition Added calendar schedule support for up to 48 time entries per day Added stuck detection to automatically recover stalled protocol conversations Improved Virtual Agent conversation history for smarter scheduling context September 2025 Added chained speech recognition for the Virtual Agent (handles partial and overlapping speech) Added Virtual Agent session history and call logging Improved AI scheduling with structured output for more reliable responses Added faxing support for Virtual Agent encounters Added customizable quick date of birth entry options Added patient demographic information to Virtual Agent AI questions Added site logo override configuration for call deflection pages Added scheduling rule support for negative concept matching ("And Not") Improved location and provider selection communication during AI scheduling Fixed round robin scheduling for resource type matching August 2025 Added Virtual Agent warm call transfer to live agents Added Save to Chart module (initial release) Added Virtual Agent session history with detailed call logging Added AI-powered question answering using voice for protocol questions Added appointment confirmation and time change verification before booking Improved AI handling of provider names and date preferences Added Veradigm insurance policy management Added ability to mark encounters as "completed" in external organization dashboard Fixed Virtual Agent premature hangup during scheduling completion Improved Veradigm duplicate patient prevention July 2025 Launched AI Virtual Agent for automated phone call handling (initial production release) Added AI-powered intent detection for caller routing Added AI-powered patient lookup with name and date of birth recognition Added continue encounter option after AI agent handover to live agent Added filter and sort controls for Latest Appointments display Added Twilio request validation for Virtual Agent security Added Veradigm insurance policy and contact management Began Epic EHR integration development Added referring provider suggestion for scheduling Improved call deflection with additional URL parameter support June 2025 Added AI Questions admin panel for configuring AI-answered protocol questions Added next available appointment display on patient self-scheduling location cards Added wait time and business hours display for self-scheduling locations Added late payment alerts and admin management Added appointment slot grouping by preference level in CareDesk Added Veradigm PM alerts to health history section Added facility support in messaging campaign templates Improved appointment slot generation strategy for Veradigm Improved scheduling search troubleshooting interface Added referring provider configuration options May 2025 Built core AI Agent architecture (modules, chatflows, protocol handling) Added Virtual Agent speech interruption handling (caller can talk over the agent) Completed Veradigm EHR recertification Added Athena Practice scheduling exclusions for unallocated slots Added insurance carrier matching through custom fields Added call deflection link support with custom URL parameters Improved HTML input sanitization for security Improved messaging campaign search functionality Added Athletico block scheduling support for NextGen April 2025 Added AI scheduling module with AI-powered location and provider selection Added Athena Practice alternate appointment types Applied security updates based on penetration test findings Added user permissions for external organization management Added snippets support for encounter history call notes Added notification when calendar entry start time is after end time Added configurable scheduled-by and scheduled-on formats for appointment comments Improved zip code validation display Added admin activity logging for key configuration screens March 2025 Added initial AI Agent architecture with OpenAI integration Added location next available appointment to patient self-scheduling Added location card images and URL parameter support for self-scheduling Began Epic EHR integration (SearchSlots and CreateAppointment) Added patient blocklist from Athena integration Added protocol category override support using organization settings Added Athena Practice open slot search performance optimizations Added external organization filter in user admin Added Encounter Note Template administration (initial) Added Five9 phone system integration for Hutchinson February 2025 Continued AI Agent module development (patient lookup, encounter handling) Added Veradigm scheduling department display for appointments Added Veradigm appointment cancellation reason support Added Insurance Carrier admin page Added Athena Practice cancellation reason support Added patient alerts configuration (enable/disable via config) Added inactive CareFlow filter toggle in CareFlow Designer Improved onboarding tools for Veradigm customers (patient notes filtering, default text) Fixed segmented search skipping even pages Completed Foundever platform upgrade January 2025 Added support for save patient to Athena Practice integration Added late payment alerts and admin Added AI proof of concept with intent detection and voice handling Added insurance selection through protocol custom fields Added configurable language labels for self-scheduling Added Veradigm referring provider support Added Athena Practice appointment slot improvements Added NextGen token handling improvements Improved resource template administration Added inactive CareFlow filtering December 2024 Added AI voice interaction proof of concept (name recognition, idle conversation) Added new voice synthesis for call deflection using Azure Cognitive Services Added OData/BI data connector with Users dataset Added lazy loading for appointment slot search results Added Athena Practice patient search and rooms/equipment support Added patient blocklist from Athena balance and status Added admin screen activity logging for configuration tracking Improved CareDesk application performance (memory, CPU, and database optimizations) Added Multi-EHR support foundation Expanded Foundever platform configuration November 2024 Added call deflection with new Azure voice synthesis Added admin activity logging for Users, Groups, and CareFlow Designer Added live chat agent session management Added multi-resource appointments supporting up to 4 resources per visit Added translation service tracking in encounter templates Added messaging report: filter to show only last status per message Added custom field boolean type support Added queue desktop notifications for new encounters Improved call deflection configuration and reliability October 2024 Added live chat with OpenAI integration for patient conversations Added multi-resource appointment scheduling (up to 4 per visit) Added Resource Templates with multiple weekly schedule support Added admin activity logging for configuration change tracking Added advanced language outcome tracking for encounters Added OData/BI Data Connect for reporting Added campaign recipient filtering Improved protocol admin (date selection questions, expand/collapse all) Improved Athena patient update to only send changed fields Added round robin scheduling improvements September 2024 Improved patient self-scheduling matching and reschedule flow Added live chat OpenAI integration for automated patient conversations Added Multi-EHR admin scaffolding for organizations with multiple EHR systems Added "send now" option for communication summaries Added patient address validation warnings in self-scheduling Added scheduling support for reportable incidents Added clinical/non-clinical protocol filtering on ticket page Improved encounter history display for deleted encounters Added PSS dashboard activity logging August 2024 Added live chat CSS isolation for easier customer site integration Added scheduling rule types with overbook rules Added language outcome selection for encounters Added encounter forwarding to encounter history (configurable) Added queue filter improvements for group-based permissions Added messaging campaign max retry on error Added closest facilities search for location-based scheduling Improved scheduling limitations performance Improved PSS back button behavior Added Athena Practice campaign support July 2024 Added self-service appointment management with call deflection Added live chat with OpenAI careflow integration Added appointment type booking override in scheduling rules Added Resource Template calendar date entries Added patient address fields to self-scheduling demographics Added marketing campaign administration and new role Added Log Table Alert Service for system monitoring Added PSS state dropdown for address entry Improved scheduling rules admin with multiple rule types Added provider NPI display on encounter history June 2024 Added live chat for patient communication (initial launch) Added external marketing campaign administration Added patient self-scheduling language selection Added PSS address fields with zip code masking Added queue desktop notifications for new encounters Added scheduling rules backward compatibility Completed Sykes to Foundever rebranding Added round robin tracking improvements Added Veradigm SSO token handling fixes Added appointment type admin department support April 2024 Added PSS demographics address fields with state dropdown Added live chat OpenAI protocol chatflow for automated patient intake Improved scheduling limitations optimization Added Athena appointment filtering for scheduling Added PSS patient search result filtering (exclude inactive) Added messaging campaign facilities configuration Improved Veradigm demographics handling Added round robin tracking and ignore reason improvements January 2025 January 30, 2025 Added support for save patient to Athena Practice integration. Added late payment alerts and admin December 2024 December 19, 2024 Support for patient blocklist based on Athena patient balance. Added support for "load more" to scheduling results. November 2024 November 28, 2024 Added "add all appointment types" to visit reason admin. Added better logging of changes made to various admin screens. October 2024 October 31, 2024 Added support for language translation outcomes Added chained speech recognition for the Virtual Agent (handles partial and overlapping speech) Added chained speech recognition for the Virtual Agent (handles partial and overlapping speech) September 2024 September 26, 2024 Adding support for eClinicalWorks departments. Removing the need for dummy PSS patient for most scenarios. August 2024 August 29, 2024 Call deflection MVP Chat improvements to allow for fewer lines a code being required for setup. July 2024 July 25, 2024 Support for overriding Athena appointment generic settings by filtering resuls returned by the Athena API. Athena optimizations for scheduling limitations override. Fixes for chat sometimes not loading. Added support for location in secure message templates. Support for override of appointment type when booking in PSS. Fix for question reordering in CareFlow Designer Resource template calendars now support date entry June 2024 June 27, 2024 Optimizations to messaging report performance. Support for indicating the reason why round robin was ignored. New developer tool for recreating communication summaries and to reprocess encounters for faxing. Added support for windows notificatons when new items show in queue. Added new overbook rule to scheduling rules. May 2024 May 30, 2024 Added subject to veradigm EHR savenote Added hour limitation to scheduling limitations Support for passing output concepts across protocol sections to filter protocols and protocol lists Added global concept selection to CareFlow Designer Added support for attachments to PSS Added minimum time between appointments to scheduling limitations. Athena API optimizations to remove API call volume April 2024 April 25, 2024 New chat product MVP March 2024 March 28, 2024 Support for after hours requests for online triage. Support for sending PSS encounters to a CareDesk queue for review. Added estimated value to visit reason administration. February 2024 February 28, 2024 Various performance improvements. Campaign fixes including consistent ordering of message actions. Various fixes to careflow designer loading of care advice for answers. Athena Practice performance improvements. January 2024 January 25, 2024 Added support for external organization segregation of provider pss availability in admin Added source indicator to PSS dashboard Chat fixes and improvements New Feature: Athena Practice integration December 2023 December 28, 2023 Added support for custom js on ticket page load Careflow designer improvements to highlight error fields Added support for segregating various admin elements by external organization. New Feature: Live chat November 2023 November 30, 2023 Adding support for spawning a new encounter from existing encounter to my health desk page Added better messaging to PSS dashboard for errors Added more flexibility to external org selection Added protocol answer concepts as criteria for rules to both IS and PSS October 2023 October 26, 2023 Visual changes for my health desk provider and external org selections to prevent async issues Adding insurance support to API New Feature: Round Robin Admin September 2023 September 28, 2023 Careflow designer improvements Adding support for retrieving and upserting a patient through the API Fixes for wrap up section Added administration for sequential PSS menu items Added support for adding appointment types through survey rules instead of overriding all. August 2023 August 24, 2023 Added support for recurring campaigns Added more options for scheduling campaigns. Added basic confirm support for appointments Added more flexibility to external organization selection Added multiple levels to external organization administration July 2023 July 27, 2023 Added warning when user attempts to close an already-closed encounter Added switch rules to provider availabiity records Messaging campaign improvements to support multiple templates for email, web, and sms New Feature: block scheduling June 2023 June 29, 2023 eClinicalWorks API integration fixes Fix for issue where household id would sometimes be duplicated. Added support for switch rules Careflow designer fixes May 2023 May 25, 2023 Release 2023.0.0.525 Added support for appointment type override to Careflow designer Careflow Designer bug fixes Support for ANI parameter for 8x8 phone integration April 2023 April 27, 2023 Release 2023.0.0.427 Careflow designer bug fixes and performance improvements Fix for occasional visual bug where appointment slots would overlap in the UI March 2023 March 30, 2023 Added scheduling links to encounter history Added status to Athena prescriptions Waitlist support for multiple appointment types, resources, and locations Added selected insurance to scheduling header Performance improvements to saving protocols in admin February 2023 February 24, 2023 Appointment search optimizations eClinicalWorks integration fixes Added support for symptom checker to protocol editor Medevolve integration Added snippet support to protocols Added support for scheduling custom fields from protocol answers January 2023 January 26, 2023 Added ability to unload encounters from My Health Desk Added support for PDF document saving to eClinicalWorks eClinicalWorks fixes Added is new patient field to encounter summary December 2022 December 28, 2022 Adding appointment type to appointment slot display Fixes for disappearing handling instructions Improvements to protocol designer November 2022 November 23, 2022 Added ability to select all insurances in scheduling availability admin Fixes for protocol designer saving issues eClinicalWorks gettoken improvements October 2022 October 26, 2022 Added eClinicalWorks integraton support for saving patients Added ability to resend faxes from admin. Added snippets to PSS links. Added patient blacklist admin September 2022 September 28, 2022 Added custom styles to tinymce Adding support for visit reason categories to appointment searches Added support fro adding protocol answers to appointment notes Added support for PSS custom JS August 2022 August 24, 2022 New Feature: PSS Scheduling links Added auto-capitalization support Added some logging to hopefully help us track down the queue issue reported in ticket. Added support for snippets to scheduling note box July 2022 July 27, 2022 Added customizable disposition sets Added support for multiple protocol categories per protocol Improvements to dummy EHR used for testing and demos June 2022 June 29, 2022 Added appointment notes to eClinicalWorks integration API bug fixes for pulling schedules. Fixes to scheduling admin Ability to remove scheduling rules and calendar entries from new scheduling availability admin Security updates May 2022 May 26, 2022 Added resource group management admin UI Added patient phone numbers to get encounter API endpoint Incorporated provider preferences into PSS provider and location selection April 2022 April 28, 2022 New scheduling availibility admin changes updates to allow multiple resources to be selected. Careflow designer initial release Added better error handling to encounter history eClinicalWorks booking fixes March 2022 March 26, 2022 eClinicalWorks integration fixes for appointment type categories Athena overbooking fixes Improvements to ring central integration to use mainline extension when calling Fixed issue with inactive resources being searched Scheduling availability new admin initial release. February 2022 February 21, 2022 Fix for error when loading very large protocols Fix for issue where household id would sometimes be duplicated. Added some logging to hopefully help us track down the queue issue reported in ticket. Fix for issue where handling instructions would disappear when "caller is patient" is checked/unchecked. Fix for incorrectly set client id on some patient records
- [2024 Metrics Campaign: Free eBook](https://keonahealth.com/metrics/): Master these 15 key patient experience metrics to achieve your revenue goals, boost staff morale, & ensure optimal outcomes.
- [Messaging Manager](https://keonahealth.com/messaging-manager/): MESSAGING MANAGER
- [Caredesk Kara Ai Voice Agent Quick Start Beachhead Guide](https://keonahealth.com/caredesk-kara-ai-voice-agent-quick-start-beachhead-guide/): "*" indicates required fields
- [Request Demo](https://keonahealth.com/request-demo/): Book a 30-minute live demo with a patient access specialist. We'll walk you through exactly how Keona fits your medical practice or healthcare system workflows.
- [Patient Access Community Invite](https://keonahealth.com/patient-access-community-invite/): Join a community of like-minded healthcare executives who understand the challenges of harmonizing patient access and breaking free of the Staffing Trap.Find camaraderie and purpose in a community that knows your struggles and goals. Reclaim your freedom and restore balance.Join Our CommunityAre you looking for a place where you can connect with like-minded individuals, gain valuable insights, and advance your career?Look no further than our invite-only membership site for patient access.Join Our Community
- [Staffing Toolkit New](https://keonahealth.com/call-flows-0/): "*" indicates required fields
- [Patient Access Community Request](https://keonahealth.com/patient-access-community-request/): Join a community of like-minded healthcare executives who understand the challenges of harmonizing patient access and breaking free of the Staffing Trap.Find camaraderie and purpose in a community that knows your struggles and goals. Reclaim your freedom and restore balance.Join Our CommunityAre you looking for a place where you can connect with like-minded individuals, gain valuable insights, and advance your career?Look no further than our invite-only membership site for patient access.Join Our Community
- [Nurse Triage eBook v3](https://keonahealth.com/nurse-triage-ebook-v3/): Timothy Ogrentz, MS, BSN, RN
- [Ai Patient Assistants](https://keonahealth.com/ai-patient-assistants/): Imagine having Florence Nightingale's wisdom with a supercomputer's brain.
- [AI Phone Agent for Healthcare | Flo | 50%+ Call Deflection](https://keonahealth.com/flo/): Always on, 24/7/365
- [Case Study Compilation](https://keonahealth.com/case-studies-download/): Get an insider’s look at real results from orthopedic groups, integrated delivery networks, and triage service providers using CareDesk to handle more demand with the staff they already have.
- [Cerner: All Service Is Care Whitepaper](https://keonahealth.com/all-service-care-whitepaper/): Tips for creating a coordinated flow that streamlines patient service at every touchpoint.
- [2024 Call Flows Campaign: Power Of Call Flows](https://keonahealth.com/call-flows/): "*" indicates required fields
- [Kara Autopilot Exceeds Phreesia VoiceAI at Patient Access](https://keonahealth.com/kara-autopilot-exceeds-phreesia-voiceai-at-patient-access/): Phreesia VoiceAI, like most Most AI voice tools are optimized for the call. CareDesk with Kara Autopilot is optimized for the appointment.
- [So Your Staff Is Now Remote Videos](https://keonahealth.com/so-your-staff-is-now-remote-videos/): “So your staff is now remote?”
- [2024 Triage Campaign: Gina’s Training Video](https://keonahealth.com/telephone-triage-video/): "*" indicates required fields
- [Staffing Redux Campaign : Relationship Tactician Resources](https://keonahealth.com/relationship-tactician-resources/): "*" indicates required fields
- [Patient Access Community](https://keonahealth.com/patient-access-community/): This online community allows healthcare executives, call center leaders, and operations managers to join forces to brainstorm patient access strategies, share best practices, and build meaningful connections. You'll learn powerful techniques, take advantage of invaluable resources, and get the expert support you need to break free from the Staffing Trap, maximize efficiency, and harmonize your patient access. This is not just another online forum; this is a community where you'll discover how to streamline complex scheduling, expedite staff training to a lightning fast 2.5 days, and create exceptional care. No more lost revenue due to outdated technology; no more suffocation under the weight of crushing complexity. Discover the power of teamwork.
- [Patient Access Model](https://keonahealth.com/patient-access-model-sign-up/): For that reason, I created an hour-long masterclass called “Patient Access Model.”
- [Kara AI Buyer’s Guide](https://keonahealth.com/kara-buyers-guide/): Understand what AI voice agents do, what to look for in a solution, and how to build a business case for your organization.
- [Ring Central Integration](https://keonahealth.com/ring-central-integration/): Let RingCentral enhance your Healthcare CRM and Service Management experience by automating workflows, increasing call efficiency and improving the quality of customer interactions. RingCentral for CareDesk lets you make and receive calls directly from CareDesk. You can now handle all your calls without ever leaving CareDesk.
- [Patient workspace](https://keonahealth.com/patient-workspace/): A well-designed workspace is the secret ingredient for elevating your patient experience.
- [Agent Nurse Workspace](https://keonahealth.com/agent-nurse-workspace/): Revolutionize Patient Interactions with Agent & Nurse Workspace. A well-designed workspace is the secret ingredient for elevating your staff experience.
- [Thank You – Manage Your Digital Front Door](https://keonahealth.com/thank-you-manage-your-digital-front-door/): Thank you for your interest in downloading our white paper. We’ll explore Keona Health’s simple and powerful CRM (Customer Relationship Manager), which connects healthcare teams with patients across the entire healthcare journey, from scheduling to triage to follow-up.
- [Keona Health Integrations white paper for Eiffcient Care](https://keonahealth.com/integrations-white-paper/): As a next-generation healthcare CRM, CareDesk was built from the ground up to integrate with other tools and services. These integrations provide a single seamless experience, eliminating the need to switch between disconnected applications, saving users time, and reducing error-prone data re-entry.
- [Thank You – How To Implement Patient Self Scheduling](https://keonahealth.com/thank-you-how-to-implement-patient-self-scheduling/): Thank you for your interest in downloading our white paper. We’ll explore Keona Health’s simple and seamless solution that connects your healthcare team with patients across the entire healthcare journey, from scheduling to triage to follow-up.
- [Queue Overview](https://keonahealth.com/queue-overview/): CareDesk queues are powerful tools for encounter management. Starting with the design of queue cards, to the powerful queue filters, to routing, they are designed to increase efficiency and take the mental burden off of agents and nurses.
- [Queue Manager](https://keonahealth.com/queue-manager/): HEALTHCARE QUEUE MANAGER
- [Referral Service Initiation](https://keonahealth.com/referral-service-initiation/): REFERRAL SERVICE INITIATION
- [NLP Symptom Screening White Paper](https://keonahealth.com/nlp-symptom-checker-whitepaper/): Patients make unsafe health choices. This is why safe organizations implement a safety screening into their patient access workflows. The traditional method was to use a simple checklist of potentially dangerous situations, often called a “red-flag” list. Unfortunately, mapping patients’ actual language to these medical checklists is fraught with problems. Non-clinical agents don't understand clinical terms, miss synonyms Patients accessing your digital front door face the same problems. That’s why we built natural language processing symptom screening. Practice safe and easy patient scheduling!
- [Healthcare CRM Software](https://keonahealth.com/healthcare-crm-telehealth-keona-health/): Healthcare CRM Software
- [Knowledge Base](https://keonahealth.com/knowledge-base/): KNOWLEDGE BASE
- [Code of Conduct](https://keonahealth.com/code-of-conduct/): Code of Conduct This Code of Conduct establishes the fundamental principles and standards that guide our actions at Keona Health. It applies to all employees, officers, directors, contractors, and representatives acting on behalf of Keona Health. Table of Contents 1. Introduction and Purpose 2. Our Values 3. Professional Standards and Ethics 4. Healthcare Provider Interactions 5. Anti-Corruption and Business Ethics 6. Conflicts of Interest 7. Gifts, Entertainment and Hospitality 8. Social Media and Public Communications 9. Fair Competition 10. Financial Integrity 11. Workplace Environment 12. Reporting Violations 13. Enforcement Introduction and Purpose This Code of Conduct establishes the fundamental principles and standards that guide our actions at Keona Health. It applies to all employees, officers, directors, contractors, and representatives acting on behalf of Keona Health. While this Code provides guidance on ethical conduct, it works in conjunction with our detailed policies and procedures. Employees must familiarize themselves with all applicable company policies referenced in this document. Our Values Integrity: We act honestly and ethically in all our dealings Excellence: We strive for the highest quality in everything we do Innovation: We embrace creative solutions and continuous improvement Respect: We treat everyone with dignity and professionalism Responsibility: We are accountable for our actions and their impact Patient Care: We prioritize the well-being and privacy of patients Professional Standards and Ethics General Standards Maintain professionalism in all business interactionsFollow all applicable laws, regulations, and company policiesProtect confidential information as outlined in Policy KH-02Report any concerns or violations promptlyComplete all required training and certifications Compliance Requirements Maintain compliance with HIPAA and other healthcare regulations Follow all security policies outlined in Policy KH-02 Adhere to data protection requirements in Policy KH-24 Report compliance concerns according to Policy KH-08 Healthcare Provider Interactions Professional Boundaries Schedule appointments for provider meetings Document all provider interactions Provide only approved materials and resources Compliance Requirements Follow Anti-Kickback Statute regulations Document fair market value for consulting arrangements Track aggregate spend on provider interactions Maintain transparency in all relationships Report any compliance concerns immediately Documentation Maintain logs of all provider interactions Record purpose and outcome of meetings Document any resources provided Keep records of any agreements or arrangements
Follow documentation requirements in Policy KH-12 Anti-Corruption and Business Ethics Anti-Corruption Policy Zero tolerance for bribery and corruption Prohibition on improper payments or benefits Required due diligence on business partners Accurate recording of all transactions Government Interactions Special rules for government official interactions Strict prohibition on payments to influence decisions Required approval for government official meetings Documentation of all government interactions Conflicts of Interest Definition and Disclosure Avoid situations where personal interests conflict with company interests Disclose potential conflicts promptly No use of company position for personal gain Maintain objective business relationships Outside Activities Obtain approval for outside employment or board positions No competing with Keona Health Disclose financial interests in competitors or suppliers Report family relationships that could create conflicts Gifts, Entertainment and Hospitality General Guidelines Maximum value limits: $100 for business gifts $250 for business entertainment No gifts to government officials without legal approval Acceptable Practices Modest business meals Token promotional items Reasonable entertainment in business settings Holiday gifts of nominal value Prohibited Practices Cash or cash equivalents Gifts during contract negotiations Gifts to government officials without approval Lavish entertainment
Anything that could appear improper Social Media and Public Communications Professional Standards Never disclose confidential information Maintain professional tone and language Clearly distinguish personal from professional posts No speaking on behalf of company without authorization
No photographs from healthcare facilities Content Guidelines No patient information or images No internal company information No discussion of specific products/services without approval No engagement in medical advice No response to negative reviews or complaints Best Practices Use privacy settings appropriately Consider professional impact of all posts Don't friend/follow patients Don't engage in clinical discussions Report any social media incidents Fair Competition Antitrust Compliance Compete fairly and ethically No anti-competitive practices No discussion of pricing with competitors Respect competitive bidding processes Market Practices Market services honestly No disparagement of competitors Gather competitive information legally Maintain independence in pricing decisions Financial Integrity Accurate Records Maintain accurate and complete records Follow proper accounting procedures Document all business transactions Retain records as required by law Financial Controls Follow internal financial controls Cooperate with audits Report financial concerns promptly Prevent and report fraud Workplace Environment Equal Opportunity Provide equal employment opportunities Prohibit discrimination and harassment Accommodate disabilities Promote diversity and inclusion Professional Conduct Treat all colleagues with respect Maintain professional behavior Support collaborative environment Follow company policies and procedures Reporting & Enforcement Reporting Violations Reporting Procedures Report violations to supervisors or HR Use anonymous reporting hotline: Email concerns to: compliance@keonahealth.com Contact Legal Department directly Non-Retaliation Prohibition on retaliation against reporters Protection of confidentiality Thorough investigation of all reports Appropriate corrective action Enforcement Compliance Monitoring Regular audits and assessments Training and education programs Policy reviews and updates Compliance certifications Violations and Consequences Disciplinary action up to termination Potential legal consequences Requirement to report certain violations Continuous improvement of controls Have another question? Feel free to send us a message. Request a Demo
- [Patient Engagement](https://keonahealth.com/patient-engagement/): Healthcare providers can look at metrics like:
- [Telemedicine](https://keonahealth.com/telemedicine/): TELEMEDICINE
- [Intelligent Scheduling White Paper](https://keonahealth.com/intelligent-scheduling-white-paper/): Give your staff the scheduling support they deserve. Doing so improves revenue, removes scheduling errors, and makes patients happy. Scheduling is the lifeblood of healthcare organizations. The crucial link that is unfortunately also very complicated.
- [Intelligent Scheduling](https://keonahealth.com/intelligent-scheduling/): INTELLIGENT SCHEDULING Patient Access Made Simple With Intelligent Scheduling Tired of scheduling errors, missed appointments, and unbooked appointment slots? Intelligent Scheduling automates provider requirements and patient preferences as well as your other complex scheduling rules. Never has hospital scheduling and clinic scheduling been so fast and easy. Waitlist features protect you from lost revenue due to cancellations. Your providers keep control of their schedules while your schedulers focus on the patient. Request a demo Delight Your Providers Providers are picky. Their scheduling preferences change based on the patient’s age, sex, insurance, visit reason, time of day or week, triage disposition, and whether the patient is new or returning. With Intelligent Scheduling, staff only see appointments that fit your providers’ preferences. learn more Seamlessly Integrate Intelligent Scheduling Integrates With Your Systems We’ve never met an integration we didn’t like! Integration with your EHR allows scheduling logic to incorporate your patient’s health history. Telephone integration saves call time and improves accuracy and patient satisfaction. Real-time integration with Practice Management means instant and accurate scheduling. No more jumping to different systems. Everything you need is in one seamless patient scheduling system. learn more Improve Patient Satisfaction Give thoughtful considerations that your patients will love. Intelligent Scheduling ensures the right appointment is scheduled in minutes. Prioritize options with the closest proximity to the patient or offer virtual visits when applicable. The best recommendation is made for each visit type, and patients get easy appointment reminders with maps, instructions, and links. You patients can even schedule complicated appointments themselves with Patient Self Scheduling. learn more Work Anywhere With CareDesk's Intelligent Scheduling, all your staff needs is an internet connection and a headset. Gain all the staff benefits of higher satisfaction and lower turnover without the hassle and burden of VPNs or virtualization. Intelligent Scheduling is fully telehealth compatible, including support for work from home and CareDesk Telemedicine. learn more FAQ 1. What is Intelligent Scheduling? Intelligent Scheduling is an automated system that matches patient needs: visit reason, demographics, insurance, triage disposition– with provider availability, preferences, and multi-resource requirements, all in real-time for efficient booking. 2. How does Intelligent Scheduling work? Behind the scenes, a rules engine processes multiple data points: visit type, patient context, provider schedules/preferences, required resources, and proximity—to recommend only valid appointment slots. 3. Can I book multi‑visit or sequential appointments with Intelligent Scheduling? Yes, Intelligent Scheduling supports both multi-visit same-day and sequential multi-day appointments, automatically scheduling required resources in order with specified buffer ranges. 4. How are appointments prioritized among providers using Intelligent Scheduling? Once matching slots are identified, the system uses round‑robin logic to evenly distribute appointments among eligible providers, maintaining fairness and workload balance. 5. How does patient proximity factor into Intelligent Scheduling? Proximity to the patient’s location is included as part of the scheduling logic, promoting geographically convenient appointments alongside clinical and provider requirements. 6. Is Intelligent Scheduling integrated with EHR and call systems? Yes, Intelligent Scheduling integrates with EHR, PM, and call center systems to pull real-time provider schedules, patient records, and to enable phone-based scheduling through the same logic. 7. How user-friendly is Intelligent Scheduling for staff? Despite the backend complexity, the user interface remains clean and intuitive: agents and nurses can schedule, reschedule, and waitlist complex or multi-resource appointments easily. 8. What happens with Intelligent Scheduling if schedules or rules change? Administrators can update scheduling parameters (rules, templates, preferences) in real-time. Once saved, changes immediately apply across contact center, self-scheduling, and mobile interfaces, no downtime. 9. What are the main benefits of Intelligent Scheduling? Improved accuracy: Nearly eliminates scheduling errorsEfficiency gains: Staff can handle complex bookings in minutesRevenue protection: Waitlist feature fills cancellations 10. Who is Intelligent Scheduling ideal for? Organizations needing to manage complex scheduling scenarios: multi-resource visits, provider-specific preferences, insurance constraints, sequential patient workflows, and geographic considerations will find Intelligent Scheduling especially powerful. Intelligent Scheduling is an automated system that matches patient needs: visit reason, demographics, insurance, triage disposition– with provider availability, preferences, and multi-resource requirements, all in real-time for efficient booking. Behind the scenes, a rules engine processes multiple data points: visit type, patient context, provider schedules/preferences, required resources, and proximity—to recommend only valid appointment slots. Yes, Intelligent Scheduling supports both multi-visit same-day and sequential multi-day appointments, automatically scheduling required resources in order with specified buffer ranges. Once matching slots are identified, the system uses round‑robin logic to evenly distribute appointments among eligible providers, maintaining fairness and workload balance. Proximity to the patient’s location is included as part of the scheduling logic, promoting geographically convenient appointments alongside clinical and provider requirements. Yes, Intelligent Scheduling integrates with EHR, PM, and call center systems to pull real-time provider schedules, patient records, and to enable phone-based scheduling through the same logic. Despite the backend complexity, the user interface remains clean and intuitive: agents and nurses can schedule, reschedule, and waitlist complex or multi-resource appointments easily. Administrators can update scheduling parameters (rules, templates, preferences) in real-time. Once saved, changes immediately apply across contact center, self-scheduling, and mobile interfaces, no downtime. Improved accuracy: Nearly eliminates scheduling errorsEfficiency gains: Staff can handle complex bookings in minutesRevenue protection: Waitlist feature fills cancellations Organizations needing to manage complex scheduling scenarios: multi-resource visits, provider-specific preferences, insurance constraints, sequential patient workflows, and geographic considerations will find Intelligent Scheduling especially powerful. The best appointment scheduling software on the market today. Our solution is a completely customizable patient scheduling system. Request a Demo
- [Overwatch Business Intelligence](https://keonahealth.com/overwatch/): HEALTHCARE OVERWATCH & BUSINESS INTELLIGENCE (BI)
- [Nurse Triage Whitepaper](https://keonahealth.com/nurse-triage-whitepaper/): Telephone triage nurses are incredibly important in healthcare. Healthcare workflows are unique in that patient safety must be considered at every step. Nurse triage is an integral component to this process. It supports consistent, safe, and high-quality care, while letting practitioners perform at their level of training.
- [Patient Self Scheduling Whitepaper](https://keonahealth.com/patient-self-scheduling-whitepaper/): The benefits of real-time patient self-scheduling are incredible – lower costs, higher patient satisfaction, easier patient acquisition, longer patient retention, higher revenue, and more growth. Say "adios" to painful scheduling requests! This holy grail of scheduling has been incredibly elusive, for reasons many in healthcare are just beginning to grasp.

## Case Studies
- [Care Desk CRM improves staffing, patient satisfaction, and revenue](https://keonahealth.com/case-studies/golden-state-ortho-boosts-efficiency-and-satisfaction-with-care-desk-crm/): 23 in Southern California
- [EmergeOrtho Case Study: Quick ROI With Patient Access AI](https://keonahealth.com/case-studies/emergeortho-triangle/): A real-world look at how a high-volume orthopedic practice used Keona and Athenahealth together to streamline scheduling, improve data access, and scale through COVID without adding operational friction.
- [Transforming Triage: Intermountain Healthcare’s Success with CareDesk](https://keonahealth.com/case-studies/intermountain-healthcare/): Intermountain Healthcare is a large integrated delivery network with hospitals and clinics across Utah and Idaho. Their centralized triage call center employs 40 nurses who handle various types of calls, including:
- [Case Study: 95% Handoff Completion With Voice Exchange](https://keonahealth.com/case-studies/voice-exchange/): Founded to provide 24/7 clinical support for healthcare organizations, Voice Exchange has built its reputation on delivering consistent, high-quality nurse triage around the clock.
- [How to Never Miss Another Patient Call (or Appointment) Ever Again](https://keonahealth.com/case-studies/how-keona-health-ensures-zero-missed-patient-calls-and-boosts-revenue/): It was just before 5 PM on a Friday when Denise, a busy mother, picked up the phone. Her five-year-old son had developed a cold that was worsening by the hour. She wasn't panicking – yet. She just needed to know if she should bring him in over the weekend or wait until Monday. She called the pediatrician's office, hoping for a quick answer.
- [Case Study: How Central Maine Healthcare Transformed Telehealth Triage](https://keonahealth.com/case-studies/case-study-central-maine-transformed-triage/): Office Locations: Three main hospital locations across Maine, and additional supported organizations and system services
- [Case Study: How EmergeOrtho Conquered Call Center Bottlenecks](https://keonahealth.com/case-studies/case-study-how-emergeortho-conquered-call-center-bottlenecks/): Office Locations: 45+ in 21 counties in North Carolina.
- [Case Study – Chesapeake Urology Associates](https://keonahealth.com/case-studies/case-study-chesapeake-urology-associates/): Through implementation of Health Desk, Chesapeake Urology achieved the following accomplishments:
- [CASE STUDY – Advocate Health Care](https://keonahealth.com/case-studies/case-study-advocate-health-care/): - Dr. Jennifer Debruler, VPMM of Patient Access, Medical Director, Advocate Contact Center
- [CASE STUDY – Virginia Women’s Center](https://keonahealth.com/case-studies/case-study-virginia-womens-center-keona/): - Wesley Ralston, Director of Clinical Informatics

## News
- [Center For Data Innovation: ‘5 Q’s For Oakkar, CEO Of Keona Health’](https://keonahealth.com/news/center-for-data-innovation-5-qs-for-oakkar-oakkar-founder-and-ceo-of-keona-health/): From the Center For Data Innovation: "The Center for Data Innovation spoke with Oakkar Oakkar, founder and CEO of Keona Health, a healthcare software company based in Chapel Hill, North Carolina. Oakkar explained how healthcare providers can use Keona Health’s AI-powered platform and clinical insights to optimize patients’ experiences and discussed the evolution of telehealth during the COVID-19 pandemic."
- [Electronic Health Reporter: ‘Separating AI Hype From Reality’](https://keonahealth.com/news/electronic-health-reporter-separating-ai-hype-from-reality/): Snippet: "To make the most of AI without getting blinded by the hype, I recommend treating it like any other new technology: subject it to rigorous scrutiny, demand transparency, and emphasize responsible implementation. AI isn’t a magic wand that will instantly cure all ailments or replace the expertise of medical professionals. It’s a tool – a potentially powerful one – but it’s still just a tool..."
- [MedCity: ‘Enhancing Hiring At Healthcare Practices With Technology’](https://keonahealth.com/news/medcity-enhancing-hiring-at-healthcare-practices-with-technology/): Snippet: "The last few years, both during and after the pandemic, have been turbulent times for healthcare providers and patients alike. For now, although it appears that healthcare staffing shortages will continue, providers are not without practical strategies for attracting and retaining talent..."
- [Axios: Keona Health raises $7M In Series A-1 Funding Round](https://keonahealth.com/news/axios-keona-health-raises-7m-in-series-a-1-funding-round/): Chapel Hill, N.C. - We are thrilled to announce that Keona Health has successfully raised $7 million in a Series A-1 funding round, as recently reported by Axios.
- [Healthcare Business Today: ‘Conquer Health Care Staffing Trap With AI’](https://keonahealth.com/news/healthcare-business-today-conquer-health-care-staffing-trap-with-ai/)
- [Keona Health Co-Founder Explains Why AI Conquers Stress In Teletriage](https://keonahealth.com/news/keona-health-co-founder-on-why-ai-conquers-stress-in-teletriage/): Keona Health Co-Founder & COO Stephen Dean sat down with Healthcare IT News to discuss how cutting-edge technology is transforming telephone triage: "Identifying clinical workflow flaws and creating a strategy for improvements, implementing decision support software to reduce call center pressures and using AI-powered teletriage all are key..."
- [“Patient Access Model”—Next Steps](https://keonahealth.com/news/patient-access-model-next-steps/): Thanks for attending (or not attending 😂) my “Patient Access Model” workshop!
- [Learn about the latest trends in healthcare tech](https://keonahealth.com/news/healthcare-is-still-finding-its-way/): As #healthcare pressures mount, Keona's COO, Stephen Dean, gives tips in Healthcare Business Today on succeeding in the "new normal."
- [Attend FREE Live Webinar: ‘Patient Access Model’ On Feb. 1 @ 12pm EST](https://keonahealth.com/news/patient-access-model/): Hi! I'm Stephen Dean, co-founder of Keona Health. For over a decade, I've worked with healthcare contact centers large and small. If you'd like to reduce scheduling calls by 30% and decrease agent training time by 75%... without errors and extra work...
- [Improving the Patient-Provider Relationship](https://keonahealth.com/news/improving-the-patient-provider-relationship/): Most patient-provider relationships start to fray long before the patient ever sees the provider. Besides waiting, complaints around telephone and website service are typically the top patient complaints.
- [Featured in the “Business of Health” Podcast](https://keonahealth.com/news/featured-in-the-business-of-health-podcast/): Our COO, Stephen Dean, had a nice chat with Mike Martens over at the "Business of Health" podcast. They discussed the current disconnects between patients and providers and were very honest about Keona's mistakes and missteps. They also discuss the tremendous promise of AI-based CRM to simplify the complexities of patient access.
- [Gina Tabone](https://keonahealth.com/news/gina-tabone/): Gina Tabone, MSN, has accrued 25+ years of experience advancing telehealth.
- [How to Make Providers Happy While Matching Patient Needs](https://keonahealth.com/news/vwc-makes-providers-happy-while-matching-patient-needs/): Chapel Hill, NC, May 27, 2021 –Virginia Women’s Center (VWC), a division of Privia Women’s Health, partnered with Keona Health Inc. (“Keona”) to automate complex imaging and specialty practice scheduling. The objective was to streamline the entire scheduling process so patients could be properly scheduled in only a few steps while matching provider-specific preferences.
- [Keona Lands Executive to Lead Growth of AI-driven Care Desk Platform](https://keonahealth.com/news/keona-lands-darin/): Chapel Hill, NC, June 30, 2020 – Keona Health, the innovative developer of Care Desk, an AI-driven workflow, healthcare contact center CRM, and patient access platform, is pleased to announce Darin Southard has joined its leadership team as Chief Commercial Officer (CCO).
- [Industry Veteran Gina Tabone Joins Keona Health](https://keonahealth.com/news/gina-tabone-joins-keona-health/): Keona Health is excited to announce that Gina Tabone has joined the company as VP Strategic Partnerships. Gina will be strengthening Keona’s go-to-market capabilities and will be responsible for creating and expanding the company’s strategic alliances. Gina comes with over 25 years’ experience in the healthcare contact center industry, having spent over 13 years managing the Cleveland Clinic nurse contact center and over 5 years at TeamHealth, where she extended their line of business to strategic services.
- [KEONA HEALTH ANNOUNCES INVESTMENT FROM RIVERSIDE ACCELERATION CAPITAL](https://keonahealth.com/news/keona-announces-new-partnership-with-riverside-acceleration-capital/): CHAPEL HILL, N.C.-- (BUSINESS WIRE) --Keona Health Inc. (“Keona” or “the Company”), the Contact Center and Patient Access Platform of choice, today announced it has closed a funding round with Riverside Acceleration Capital (RAC). The funding will go towards advancing automation and maintaining exceptional client service. Terms of the deal were not disclosed.
- [THE DOCTOR WON’T TAKE YOUR CALL](https://keonahealth.com/news/the-doctor-wont-take-your-call/): Phone calls increase 25-50% since 2008 and patient satisfaction suffers. Check out Keona Health and the rising burden of the phone in the Wall Street Journal.
- [KEONA HEALTH IN THE PRIMARY CARE OFFICE OF THE FUTURE](https://keonahealth.com/news/keona-health-in-the-primary-care-office-of-the-future/): Contact: Stephen Dean, (919) 951-5700, stephen.dean@keonahealth.com
- [2ND PLACE IN ALLSCRIPTS OPEN APP COMPETITION](https://keonahealth.com/news/2nd-place-in-allscripts-open-app-competition/): “More than 98 developers answered the call to “Start a Revolution” by creating innovative applications that integrate directly with Allscripts.” Keona Health won 2nd place and $100,000.
- [KEONA HEALTH NAMED AS TOP 5 HEALTH DATA INNOVATOR](https://keonahealth.com/news/keona-health-named-as-top-5-health-data-innovator/): Strategic consulting firm Rabin Martin names Keona Health as one of Health Datapalooza’s top 5 innovators in health data.
- [KEONA HEALTH ARTICLE ON MEDGADGET](https://keonahealth.com/news/keona-health-article-on-medgadget/): Article on MedGadget featuring the latest batch of Blueprint Health companies including Keona Health.
- [HIGHLIGHTED IN BECKER’S HOSPITAL REVIEW.](https://keonahealth.com/news/highlighted-in-beckers-hospital-review/): Highlighted in Becker’s Hospital Review.
- [KEONA HEALTH RECOGNIZED BY ALLSCRIPTS](https://keonahealth.com/news/keona-health-recognized-by-allscripts/): Allscripts Developer Program Presents the Next Generation of Patient Triage

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