PEC Central

PEC Central

call center

PEC Central is an AI-enabled patient communications CRM platform that enhances inbound and outbound calls for care gap closure referrals, patient communications, and engagement initiatives. By operationalizing EHR and payer data, PEC Central acts as a bridge between hospitals and medical groups, optimizing the flow of patient information and streamlining communication. The platform’s bi-directional care gap closure capabilities convert call centers into profit centers, improving quality, financial performance, and the overall patient experience. With its robust integration of healthcare data, PEC Central enables healthcare organizations to close care gaps more effectively and drive better outcomes.

PEC Central

Features

PEC Central is an AI-enabled, patient communications, CRM platform that supports:

Patient Communications & Engagement Initiatives

PEC Central's Patient Communications and Engagement Initiatives enhance every patient interaction by providing a comprehensive view of their healthcare journey. Each time a patient calls, our platform displays existing past-due visits, procedures, and care gaps, allowing call center agents to proactively address and book appointments in real time. This proactive approach helps improve patient engagement by ensuring timely care and preventing gaps in treatment.

Bi-Directional Care Gap Closure

PEC Central’s Bi-Directional Care Gap Closure functionality empowers call center agents to proactively identify and address care gaps during every patient interaction. By integrating real-time EHR and payer data, our platform helps agents pinpoint past-due visits, procedures, and treatments that need to be scheduled, ensuring timely care for patients. The bi-directional nature of the system allows for seamless communication between hospitals, medical groups, and call centers, enabling faster, more efficient closure of care gaps. With AI-driven insights and automated workflows, PEC Central ensures that agents are equipped with the most accurate and up-to-date information, minimizing errors and improving the patient experience.

Referral Management

PEC Central’s Referral Management streamlines the referral process by connecting patients to the right specialists and services seamlessly. Call center agents have real-time access to patient data, allowing them to quickly identify and initiate appropriate referrals. The platform automates and tracks referrals, reducing administrative burden, eliminating delays, and ensuring patients are promptly notified and scheduled. This efficient management improves communication between healthcare providers, boosts patient satisfaction, and enhances health outcomes. PEC Central enables healthcare organizations to optimize referrals, reduce bottlenecks, and improve patient engagement throughout the referral process.

Conversational Prompting

PEC Central’s Conversational Prompting feature enhances patient interactions by tracking the history of each patient’s communications and showing where the last call center agent left off. This continuity creates an ongoing conversation, making the patient’s experience more personalized and effective. Our software also allows call center agents to search for specific questions or scenarios, with AI-driven assistance that instantly pulls relevant scheduling protocols and suggests the best actions to take. This enables agents to confidently guide patients, minimize objections, and effectively book appointments.

Value-Based Care Success

PEC Central transforms the traditional healthcare call center model to align with value-based care environments by using AI and CRM technology to enhance proactive healthcare delivery. Through bi-directional Care Gap Closure, PEC Central integrates quality measures directly into the workflow, enabling call center agents to address care gaps during both inbound and outbound calls. This approach not only ensures timely and efficient care but also transitions the call center from a cost center to a revenue-generating asset. By improving care quality, patient satisfaction, and operational efficiency, PEC Central supports both value-based care and fee-for-service reimbursement models, ultimately driving better patient outcomes and stronger financial performance.

Risk Contract Management

PEC Central’s Risk Contract Management feature streamlines the administration and monitoring of risk-based contracts between healthcare providers and payers. By integrating real-time patient data and contract terms, the platform helps organizations track performance metrics, manage risk-sharing agreements, and ensure compliance with contract requirements. PEC Central provides actionable insights into care gaps, cost containment, and patient outcomes, allowing call center agents to take proactive steps in managing risk.

Services

Supporting Services

In addition to our software, PEC360 offers services that support your healthcare operations.

PEC Central Outsourced Call Center

PEC360 offers outsourced staffing solutions to support and enhance call center operations. Our Care Advocates, trained call center agents using our software, can supplement your team or fully manage operations, streamlining workflows and efficiently addressing patient care gaps.

Call Overflow Management

Revenue Generation

Full or Partial Outsourced Call Center Services

Scalable Staffing Solutions

Appointment Scheduling

Proactive Patient Advocacy