R1 patient revenue-cycle voice agent

What was done

R1 deployed a Sierra AI agent in its healthcare revenue-cycle contact center to handle high-volume patient calls. The agent opens with the caller's intent, then uses connected EMRs, scheduling systems, account databases, and authentication workflows to answer balance questions, process payments, set up payment plans, and route callers with context. Sierra reports that early testing resolves up to 40% of incoming calls and reduced authentication time by more than half after the flow was redesigned.

Stack