Front-desk teams are drowning in call volume. Patients abandon the phone after minutes on hold. Staff spend hours on tasks that never touch patient care. Revenue leaks through missed appointments, unfilled cancellations, and unworked waitlists.
35%
Average wait time for a new patient appointment at overburdened practices.
18hrs
Average wait time for a new patient appointment at overburdened practices.
$150K
Open slots that go unfilled because waitlists are managed manually.
Your AI Care Team
Merlin deploys role-based AI assistants that support patient access, care coordination, and operational workflows across healthcare organizations.
Automates scheduling, prescription renewals, and outbound outreach so care teams stay on top of every request and patients get appointments and refills when they need them.
Keeps patients moving through care pathways by automating referral routing, post-visit follow-ups, chronic disease outreach, and waitlist recovery so nothing falls through the cracks.
Turns population health data into action. Identifies open care gaps, tracks Value Based Care metrics, and ensures compliance driving quality scores and protecting shared-savings revenue.
Gives practice managers real-time operational visibility from workflow bottlenecks to role performance so they spend less time in spreadsheets and more time leading.
Provides clinical triage support, device troubleshooting, and answers foundational medical questions all within strict clinical guardrails and immediate escalation to licensed staff.
Merlin assistants automate high-burden healthcare workflows; from scheduling and medication refills to prior authorization, patient outreach, and care coordination.
Intelligent Scheduling
Books, reschedules, and cancels through natural conversation checking urgency and real-time EHR availability.
Automated Refill Coordination
Evaluates eligibility, checks limits, prepares the renewal summary, and routes for provider approval with EHR write-back.
Referral Execution
Extracts chart data, contacts the specialist office, coordinates records, schedules the visit, and closes the loop.
Outreach Campaigns
Defines cohort criteria, identifies qualifying patients, launches multi-channel outreach, and tracks outcomes.
Prior Authorization
Detects when auth is required, assembles clinical documentation, submits to the payer, and tracks status to resolution.
Care Gap Closure
Surfaces overdue screenings, missed labs, and incomplete care plans then triggers automated patient outreach.
Patient Registration & Intake
Captures and verifies patient information conversationally, cutting intake time while improving data accuracy.
After-Hours Automation
Handles scheduling, refills, and common questions 24/7 patients get answers without waiting for business hours.
Clinical Triage Support
Assesses symptoms, provides foundational medical guidance, and escalates to licensed staff within strict clinical guardrails.
Benefits
Why Teams and Patients Actually Adopt Merlin
No behavior change. No disruption. No new systems to learn. Merlin works the way your practice already operates and delivers measurable results from day one.
Familiar for Patients
Patients interact through the channels they already use phone, SMS, and the patient portal.
No New Software for Staff
Front-desk teams and care coordinators don’t learn another system or workflow.
No Rip-and-Replace
No new hardware. No complex installs. No disruption to day-to-day operations.
Cross channel support
Patients interact through the channels they already use phone, SMS, and the patient portal.
Works Inside Your EHR
Merlin operates within athenahealth and your existing clinical workflows.
Every Action is Auditable
IT and compliance teams can trace every assistant action with full visibility and guardrails.
Built on Trust. Governed by Design.
Every product, every integration, and every workflow operates within a unified trust architecture. Observable, auditable, and built to meet the compliance standards healthcare demands.
Cloud-Native SaaS
Self-Hosted
Hybrid Deployments
Each model supports enterprise-grade security, performance, and compliance (HIPAA, SOC 2) designed to meet you where you are on your modernization journey.
Works Inside Your Existing EHR and Workflows
Patient Navigator follows the same workflows your teams already use making adoption simple for administrators and seamless for IT.
Merlin deploys a family of specialized AI assistants across scheduling, care coordination, care gap closure, and more, helping healthcare teams reduce administrative burden while improving patient access and outcomes.
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