Patient Navigator:
AI Support for Patient Care Teams
Give your patient access and care coordination teams AI support to handle scheduling, refills, and patient questions consistently, safely, and at scale.
What It Helps Your Team Do
Deliver Better Patient Engagement Effortlessly
Patient Navigator supports care teams in real time by handling high-volume patient interactions and guiding next steps without disrupting existing workflows.
Real-time patient support
Guide patients through scheduling, refills, and care questions across voice, SMS, and chat while maintaining context across interactions.
Workflow-aware actions
Initiate scheduling, refill routing, and follow-ups directly from patient conversations no tab-switching, no lost context.
Safe escalation to humans
Detect out-of-scope requests or clinical risk and route cases to the right human at the right time.
What the Patient Navigator Can Do
What the Patient Navigator Handles
Patient Navigator supports care teams in real time by handling high-volume patient interactions and guiding next steps without disrupting existing workflows.
Common Tasks
Answer common billing, visit, and care questions without adding load to your team. Verify patient ID, retrieve demographics or provider information, perform emergency routing, as well as detect and escalate stuck cases.
Scheduling
Book new appointments, reschedule and cancel appointments. Plus, send reminders to confirm attendance, handle responses, send notifications to reduce no-shows.
Medication management
Handle refill requests using clinical and timing rules, escalating exceptions when needed. List current medications, submit or check renewal or refill status.
Data collection
Receive staff-triggered cases, call patients to collect missing information, coordinate callbacks, sync data to EHR and clinical applications.
Notifications
Detect events, attempt contact multiple times, leave voicemail, record outcomes and close loop.
Insurance Updates
Capture changes or new cards via call, photo, text, or chat, validate and confirm details, update EHR or PM.
One Navigator. Every Channel
Patients Already Use.
Secure SMS
Resolve questions and complete tasks through secure, compliant texting, allowing patients to get help quickly.
Web chat
Provide real-time, contextual support directly within desktop and tablet experiences.
Voice & Phone
Offer natural, empathetic phone and voice interactions that guide patients through complex needs with confidence.
Patient portal
Manage every virtual assistant from
a control center with governance, performance management, and built-in compliance.
a control center with governance, performance management, and built-in compliance.
Performance That Pays Off
When patient engagement improves, access, efficiency, and staff capacity follow.
Faster Access to Care
Patients schedule appointments and resolve requests faster, reducing delays and abandoned calls.
Less Administrative Load
Care teams spend fewer hours on repetitive coordination and follow-ups each month.
Higher First-Contact Resolution
More patient needs are handled in a single interaction, reducing repeat calls and inbox volume.
More Consistent Patient Experiences
Every patient interaction follows the same rules and standards, regardless of channel or time of day.
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.
Uses your scheduling, refill, and escalation rules
Writes actions and context back into the EHR
Centrally managed through Merlin Admin
