AI Front Door Architecture for Patient Access Automation

This technical report examines a practical reference architecture designed for an AI-enabled healthcare front door, focusing on the automation of patient access requests. The architecture utilizes a multi-agent model where specialized AI components collaborate to handle various administrative tasks, ensuring efficient management of multi-intent patient requests. The orchestrator plays a crucial role by tracking the case and determining the next steps while maintaining context throughout the interaction. This design allows for adaptability across different healthcare markets and preserves service continuity, even when patients switch between languages or communication channels. The report also discusses the challenges faced by healthcare contact centers, including inefficiencies and patient trust issues, and outlines the necessary integrations for automating routine access work. Furthermore, it emphasizes the importance of clear boundaries for AI authority to ensure safety and compliance with established governance standards.