HIPAA-Compliant AI Voice Agent for US Healthcare

Caller Digital is a HIPAA Business Associate. A BAA is signed at engagement start. PHI processing happens exclusively on US-resident AWS infrastructure (us-east-1 default, us-west-2 available for west-coast latency). Encryption at rest uses customer-managed KMS keys; in transit uses TLS 1.3. Call recordings, transcripts, and disposition records are retained for 6 years per HIPAA minimum. PHI never leaves the US-resident plane — no offshore processing, no cross-border data transfer. Sub-processor inventory is disclosed and updated quarterly. The audit trail captures who accessed which PHI element when, retained for the full 6-year window.

Native integrations: Epic (MyChart-aware patient ID, appointment recall, OPP), Cerner/Oracle Health, athenahealth, eClinicalWorks, DrChrono, Allscripts/Veradigm, NextGen Healthcare, Greenway Health (Intergy, Prime Suite). Integration uses HL7v2 / FHIR R4 standards depending on the EHR. For appointment reminder use cases, the AI pulls patient demographics, language preference, and appointment context from the EHR before dialing; on completion, writes back the call outcome (confirmed, rescheduled, cancelled, no-answer, escalated). Setup time: 5-10 business days including EHR certification.

Yes. HEDIS measures with significant phone-outreach value — annual wellness visit (AWV), breast cancer screening, colorectal screening, diabetes A1C control, controlling high blood pressure, statin therapy, colonoscopy follow-up — all have pre-built call flows. The AI references the EHR for the patient's care-gap list (or your HEDIS measurement vendor: Inovalon, Cotiviti, MedHOK), conducts a conversational outreach in English or Spanish, schedules the visit if the patient consents, and writes back to the EHR + the HEDIS submission record. Production deployments at Medicare Advantage plans and ACOs show 12-18% gap closure lift versus mailers alone.

Yes — used in production at multiple hospital systems for the CMS Hospital Readmissions Reduction Program (HRRP). Standard cadence: Day 2 (post-discharge symptom check + medication confirmation), Day 7 (PCP appointment confirmation + symptom escalation if needed), Day 14 (medication adherence + care plan check-in), Day 28 (final readmission prevention + PCP visit confirmation). Escalation triggers: chest pain, shortness of breath, fever > 101.5F, medication non-adherence, missing PCP appointment. Hard escalation routes to the discharge nurse or on-call MD within 30 minutes. Pilot deployments show 18-24% reduction in 30-day all-cause readmissions on selected DRG cohorts (heart failure, COPD, pneumonia).

Yes. Spanish (US LATAM-aligned) is a first-class language. The voice agent detects the patient's preferred language from the EHR record or from the first 4 seconds of speech, and continues the entire conversation in that language. Code-switching mid-conversation is handled natively. For practices serving large Spanish-speaking patient populations, this typically lifts contact rate 20-35% versus English-only outreach. Other languages supported in US deployments: Mandarin (Chinese), Vietnamese, Tagalog, Arabic, Russian — all relevant for specific US metropolitan patient populations.

Caller Digital's RPM follow-up flow is structured around CPT 99457 (Initial 20 minutes interactive communication) and 99458 (each additional 20 minutes). The call time is tracked with timestamp precision and written to your billing system or EHR. The AI handles the structured RPM interview (symptom check, vital trend review, medication adherence, lifestyle adjustments) and escalates to an RN or MD when protocol triggers fire. Time spent by AI counts toward the interactive-communication threshold per CMS guidance for asynchronous + synchronous communications combined. Customers are responsible for confirming billable-time documentation with their compliance officer.

Standard healthcare deployment: 19 business days from contract sign. Week 1: HIPAA risk assessment, BAA review, EHR integration design, use-case scoping (reminder vs HEDIS vs RPM vs readmit). Week 2: EHR integration build + certification (Epic apps verification, Cerner code review, etc.), Spanish script tuning, shadow-mode pilot on 5% patient volume. Week 3: ramp to 25% volume, supervisor training on escalation handling, HIPAA audit-trail walkthrough. Week 4: full production, monthly compliance review cadence established. For multi-site health system deployments (4+ practice locations), add 2-3 weeks per additional site for distinct EHR instance integrations.