🤖 Agents Center Page – Athelas

At a Glance

The Agents Center page is a powerful AI-driven system designed to streamline administrative tasks and enhance patient communication for healthcare providers.

Because of the extraordinary scalability of AI Agents, your practice can make and field calls at ~1/100th the cost of a live call center. Therefore, we highly recommend configuring it to your specifications.

Overview

The Agents Center enables your practice to:

Configure appointment types

Set provider scheduling preferences

Build and manage outbound agents

Send one-off outbound calls or campaigns

Monitor all call activity and view analytics/performance

✅

Best Practices

Regularly review calls marked as "needs action" to address complex patient inquiries

Use the analytics to identify peak call times and adjust staffing accordingly

Customize your agent scripts to match your practice's specific protocols and terminology

Start with a limited scope of agent capabilities and expand as you become more comfortable with the system

For reference, here is a recording of a demo call using Agents:

‌

🌐 What Can the Agents Center Do?

1. Inbound Call Handling

With the Agents Center, your practice can:

Schedule new appointments for both new and existing patients

Reschedule existing appointments

Collect patient information including first name, last name, date of birth, insurance details, and member ID

Document reason for visit

Send appointment confirmation forms via text

Triage patient needs, leave messages, and escalate to humans when necessary

2. Call Tracking and Management

During calls, the system provides near real-time updates including:

Different agents involved in each call

Actions taken during the call (creating, scheduling, cancelling, escalating)

Direct links to resources created (patient demographics, appointment page, showing appointment changes over time with user: Agent)

After each call, the system:

Creates detailed call logs with transcripts (using the same model as Scribe with 99.4% accuracy)

Marks calls as "completed" when successfully handled

Flags calls that require human intervention as "needs action"

3. Outbound Capabilities

The system supports:

Appointment confirmations (24-hour prior calls)

Patient collections calling

Custom outbound campaigns using the Agent Builder

Appointment follow-ups

4. EHR Integration

Agent Call Center seamlessly:

Integrates with over 40 EHRs in real-time

Supports both read and write capabilities to ensure data fidelity

Automatically displays new appointments in your EHR system

Creates new patient records

Displays edits to appointments

Tracks all edits under an Agent user

5. Analytics

Monitor call center performance with:

Call volume metrics

Success rates for appointment scheduling

Sentiment analysis (paired with "needs action" flagging and human escalation)

Event metrics (scheduling, rescheduling, cancelling)

🖥️ The Agents Center Dashboard

1. Session Analytics

The Session Analytics window allows you to view important metrics at a glance. It provides general information and context so that you can prioritize and focus attention on any potential issues.

Filter for the time period to view at the top, and the four boxes will calculate and display:

Total sessions

Success rate

Appointments scheduled

Estimated dollars saved

💡

Click through the carousel and hover your cursor over each graph to see further details about:

Sessions over time

Inbound, outbound, and total number

Session status breakdown

How many calls are completed, in progress, or need action

Event types over time

How many calls were made to create appointments, add patients, etc.

Sentiment distribution

Positive, neutral, or negative

2. Agents Manager

The Agents Manager allows you to track the flow of conversations with callers through each agent, beginning with the Default Agent in the green box on the left.

⚠️

Currently, most Agent setup and management is handled by Athelas staff. We’re happy to work with you to ensure conversations flow as expected per your practice’s specifications.

Providers may view their inbound agents, but not edit them. They can, however, create new outbound agents and connect them to the existing inbound nodes.

Some example use cases for creating new outbound agents include:

Patient pre-visit screens

Post-visit follow-ups and check-ins

Patient outreach for new campaigns

Sending one-off calls to patients on a waitlist

With the Agents Manager, you can:

View all agents

Configure new outbound agents for specific tasks

Connect new agents into the existing network for reusability

Customize agent behavior and scripts

3. History

The History section of the Agents Center stores information about all current and past calls made through the system.

Use the filter at the top of this section to expedite your search for a specific patient, session type, created date range, etc.

Before we dive into the information available for each of these calls, we’ll look at the two buttons in the upper right corner.

📳 Make Outbound Call

Use this feature to make or schedule a one-off outbound call to a patient. The benefits of doing so here, rather than making a standard phone call, are as follows:

An automated agent will make the call, saving you time

The conversation and sentiment will be tracked and logged automatically for future reference

The call can be scheduled for your convenience

Updates to appointment timing, insurance, appointment reason, etc. can all be handled by AI so that the right information gets into your schedule

💡

7/28/25 Update

This feature will soon be integrated with an upcoming scheduling feature that synchronizes EHR scheduling tasks across call, text, and email.

Send one-off outbound calls to specific patients

Create and manage outbound call campaigns

Track the status and results of outbound communications

Contact new or existing patients

Define additional context for calls to assist agents in completing tasks

⚙️ Configuration

This is where you’ll set the appointment types that can be scheduled, log provider scheduling preferences and availability, set your call escalation number to a human-monitored line, and more.

✅

Note: We set up phone numbers for you — the same phone number is used for both inbound and outbound calls.

4. Call Details

Select any row to see full details about that call, including the recording, summary, transcript, and sequence of events that transpired.

If actions were taken, like an insurance update or appointment creation, as shown in the example below, you can click a link directly to the corresponding page.

In Conclusion

The Agents Center page is designed to reduce administrative burden while maintaining high-quality patient interactions. By automating routine calls (at enormous scale), your staff can focus on more complex patient needs and other high-value activities.

📢 Further Assistance

We’re here to help! Please get in touch with support@getathelas.com if you’d like some hands-on assistance.