Description
The University of Texas Health Science Center at San Antonio is seeking a vendor to provide AI support for its School of Dentistry call center. The selected vendor will be responsible for providing a professional, high-quality, and scalable call center solution that integrates with Epic, utilizes AI to improve efficiency and patient experience, and ensures service availability at all times. The vendor must have at least 5 years of experience in call center services for healthcare/dental operations, have the ability to integrate with Epic, and provide 24/7/365 service capability. The vendor must also comply with HIPAA and applicable federal/state regulations, provide secure data transmission and storage, and ensure background checks and confidentiality agreements for all staff. Some key features of the call center solution include:
• Intelligent call routing based on urgency or subject
• AI-powered virtual assistants or chatbots for routine inquiries
• Natural Language Processing (NLP) for call analysis and sentiment detection
• Predictive analytics for no-show reduction and appointment optimization
• Integration with CRM or patient engagement platform (optional)
• Multiple language translation (optional)
• AI to human call transfer ability
• Channel expansion: support for multi-channel chatbots (web, SMS, mobile app, MyChart integration) in addition to voice
• Self-service functions: chatbot capabilities for FAQs, pre-appointment instructions, insurance eligibility checks, and basic billing Q&A
• Escalation rules: smooth handoff from chatbot to live agent with full conversation context transfer
• Learning and improvement: continuous learning mechanisms (model retraining, feedback loops)