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Pre-authorisation agent for Voice and phone calls

The pre-authorisation agent for Voice and phone calls collects documents on Voice and phone calls, including photos.

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Coastline Medical SchemePre-authorisation agentVoice and phone calls
  1. Customer: I need a knee scope next month. What do I do?
  2. Read the plan’s authorisation rulesDiscovery Health
  3. Pre-authorisation agent: You’ll need authorisation before you’re admitted. Your plan guide asks for the doctor’s quote with the procedure codes and the hospital’s name. Do you have the quote?
  4. Customer: I’ll send a photo.
  5. Quote received: codes and hospital foundHealth Loops
  6. Complete request sent to the authorisation team
Sample conversation. People, brands and figures are made up.

What it can do with Voice and phone calls

  • Collects documents on Voice and phone calls, including photos
  • Call a person’s phone number, or talk in the browser from your app or site
  • Ask what your team would ask, in your brand’s voice
  • End every call with a transcript and a summary on the person’s record

Tools.

Voice and phone callsLiveWhatsAppLiveEmailLiveDiscovery HealthLive

Questions

What does the pre-authorisation agent do with Voice and phone calls?

Collects documents on Voice and phone calls, including photos.

Is the Voice and phone calls connector live?

Yes.

Does the pre-authorisation agent approve procedures?

No.

Is it the same agent on Voice and phone calls as on our website?

Yes.

Where do the agent’s answers about benefits come from?

From the scheme’s own published plan guide for the member’s option, and from statements the member sends.

Ollie’s agents give wellness guidance. They don’t diagnose or prescribe, and hand off to a human expert when needed.

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Other agents for Voice and phone calls

The pre-authorisation agent with other connectors