PEC Central | Central Hub for Healthcare Coordination by PEC360

PEC Central

call center

PEC Central AI CRM

PEC Central is an advanced AI-powered patient communication platform (CRM) designed specifically for healthcare call centers and Patient Engagement Centers. Our AI CRM is future-ready, supporting AI agents, call center agents, and clinic staff with scheduling, schedule optimization, patient access, care gap closure, and referral management. With 45% of patients overdue for a physician-recommended visit or procedure, our platform features bi-directional care gap closure alerts that notify agents and staff to schedule overdue appointments during both inbound and outbound calls with patients. Additional features include AI conversational prompts, which ensure call continuity for a seamless patient experience, and PEC Central’s AI Scheduling Assistant, which helps agents navigate complex scheduling guidelines and decision trees with ease.

PEC Central

Features

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

Patient Communications & Engagement Initiatives

PEC Central's Patient Communication platform supports the proactive management and engagement of patients who are currently due or past due for a physician recommended visit or procedure. Today’s EHR’s have become large data repositories that are incapable of operationalizing their valuable data and analytics. PEC Central's AI CRM is purpose built to support healthcare organizations in their journey to proactive healthcare delivery by converting EHR and payer data into scheduled visits that improve quality and financial performance in both fee for service and value base care reimbursement environments.

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.

AI 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.

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 the proactive delivery of healthcare. With 45% of patients past due for a visit or procedure, Bi-Directional Care Gap Closure is essential to value based care success. 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.

AI Scheduling Assistant

PEC Central’s Scheduling Assistant leverages AI to help call center agents navigate complex scheduling guidelines and decision trees. This functionality prompts agents in real time on scheduling guidelines which reduces errors, increases call center agent efficiency and reduces call center agent turnover by simplifying the scheduling process. The end result, is an enhanced employee and patient experience.

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