PEC Central | Central Hub for Healthcare Coordination by PEC360

PEC Central

call center

PEC Central AI CRM

PEC Central is an AI-powered patient communications CRM platform built specifically for Healthcare Call Centers and Patient Engagement Centers. With 45% of patients overdue for a visit or procedure, imagine a scenario where each patient call proactively schedules these overdue appointments. Additionally, picture your scheduling staff reaching out to patients during off-peak hours to schedule these essential visits. The platform's bi-directional care gap closure activity converts call centers into revenue-generating entities while improving quality and the overall patient experience. PEC Central, 15 years in the making, is purpose-built to support centralized scheduling, bi-directional care gap closure, referral management, and AI-driven conversational and scheduling guideline prompting.

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 supports inbound and outbound (bi-directional) care gap closure by proactively prompting agents to address and schedule patients for any current or past due visits or procedures. By integrating real-time EHR and payer care gap data, PEC Central operationalizes EHR data and analytics.

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