Follow-up should end with an outcome
A reminder sent is not the same as a patient reached. A missed-call list is not useful if nobody knows which calls were returned. Recall only helps the practice when a patient responds, schedules, declines, or needs staff attention.
The Follow-up Agent works approved outreach queues and records what happened so the team can focus on the patients and exceptions that still need a person.
What the Follow-up Agent handles
- Missed-call recovery
- Hygiene and preventive recall
- Approved follow-up for unscheduled or incomplete care
- Appointment confirmation and rescheduling prompts
- Patient responses, opt-outs, and callback requests
- Staff handoffs for questions outside the workflow
The practice chooses the audience, timing, channel, message, attempt limits, and stop conditions for each workflow.
How a follow-up queue runs
1. Start with an approved list
The practice defines which patients belong in the workflow and confirms the source of the list.
2. Set the contact policy
Your team approves the timing, number of attempts, channel, and message. Consent and communication requirements remain part of the practice’s setup.
3. Work each patient to a clear status
The agent records whether the patient scheduled, asked for a callback, declined, opted out, or did not respond.
4. Put exceptions in front of staff
Questions about care, benefits, balances, complaints, or other sensitive issues move to the practice with the context already captured.
A smaller, clearer staff worklist
Front-desk teams should not have to read every transcript or replay every call. They need to see who responded, what changed, and what still needs action.
The Follow-up Agent turns a broad outreach list into a focused staff queue. It does not remove human follow-up. It reserves staff time for the conversations where a person can make the difference.
Measure progress without inflated ROI claims
A practice can track:
- Patients added to each approved workflow
- Contact attempts and response status
- Appointments scheduled or rescheduled
- Callback requests and unresolved questions
- Opt-outs and stopped outreach
- Staff time directed to exceptions
Revenue impact depends on the practice, the patient mix, and completed care. EigenH reports workflow outcomes so the practice can apply its own financial assumptions.
Can we choose which patients receive follow-up?
Yes. The practice controls the source list, eligibility rules, timing, and stop conditions for each workflow.
What happens if a patient asks a clinical question?
The agent records the question and follows the practice’s handoff rule. It does not give clinical advice.
Does the agent keep contacting someone who says no?
The workflow should record declines and opt-outs, then stop or change outreach according to the practice’s approved policy and applicable requirements.