# STATLINX > STATLINX provides healthcare patient access services for medical practices and health systems, including live call handling, appointment scheduling, prior authorization, overflow coverage, and after-hours support. Its AVA platform offers secure provider messaging, an AI receptionist with human operator transfer, and call quality scoring. This is STATLINX's public marketing website. STATLINX specialists work within each client's electronic medical record (EMR) system, scheduling rules, and escalation workflows. Service details and AVA setup guides are linked below; contact STATLINX for program scope and pricing. Case studies describe individual client engagements and their reported results. ## Company facts - Legal name: STATLINX, Inc. - Founded: 2012 - Headquarters: 500 Summer St. Suite 301, Stamford, CT 06901 - Phone: (914) 831-4300 - Email: info@statlinx.com - Website: https://www.statlinx.com - Trust Center: https://trust.statlinx.com/ # Patient access services ## Patient Access Center URL: https://www.statlinx.com/services/patient-access-center The STATLINX Patient Access Center is the primary point of connection for anyone trying to reach your medical practice — patients, providers, referring offices, and hospital staff. Every call is handled with care and professionalism, around the clock. ### Access is judged at the front door, not the exam room. For most patients the phone is still the first and most frequent point of contact with a healthcare provider. High volume, lunch breaks, and after-hours needs create gaps, and every gap is a patient deciding what your practice is like before they ever see a provider. The Patient Access Center consolidates those moments into one accountable program. Our team manages daytime volume, rollover, and after-hours continuity, connecting patients with their physicians in emergencies and documenting everything else for your morning. ### What's included - Inbound call handling for patients, providers, and referring offices - Daytime rollover and lunch-hour coverage - After-hours, weekend, and holiday continuity - Message routing and documentation in your EMR - Urgent escalation, including STEMI team activation - Appointment scheduling and rescheduling - Multilingual support from healthcare-trained specialists ### Key figures - 3,000+: medical professionals supported - 24/7/365: coverage, including holidays - 20+: departments supported in a single program ### A single accountable front door, built around your workflows 1. **Discovery.** We map your call types, escalation paths, provider rules, and documentation requirements. 2. **Build.** Workflows, scripts, and EMR access are configured against your policies, not a generic template. 3. **Activate.** Phased go-live, typically within 30 days, with your team monitoring alongside ours. 4. **Refine.** Ongoing review of volume, service levels, and caller outcomes, with hours adjusted as needed. ### The right fit when access is fragmented across teams - **Multi-site practices:** One consistent experience regardless of which location a patient calls. - **Specialty programs:** Transplant, laboratory, and other programs with specialized terminology and escalation. - **Growing practices:** Coverage that scales without another hiring cycle at the front desk. ### Frequently asked questions **What is a patient access center?** A patient access center is the primary point of connection for anyone trying to reach a medical practice: patients, providers, referring offices, and hospital staff. The STATLINX Patient Access Center consolidates daytime call volume, rollover, after-hours continuity, scheduling, and urgent escalation into one accountable program. **Does the Patient Access Center work inside our EMR?** Yes. STATLINX specialists work in your EMR, including Epic and eCW, so messages are routed and every interaction is documented in your system of record. **How long does it take to launch?** Go-live is phased and typically happens within 30 days. STATLINX first maps your call types, escalation paths, and provider rules, then configures workflows, scripts, and EMR access against your policies. There is no initial setup fee. **How are urgent calls handled?** Urgent calls are escalated according to your protocols, including connecting patients with their physicians in emergencies and activating STEMI teams. Everything else is documented for your team. Related case study: Communication support across the transplant continuum (https://www.statlinx.com/success-stories/transplant-program). 100% of patient and partner communications captured and documented. Referral through post-transplant follow-up, documented in Epic, with urgent concerns escalated to the transplant team. ## Appointment Scheduling URL: https://www.statlinx.com/services/appointment-scheduling Scheduling made simple. Keep your calendar full, reduce no-shows, and give patients the seamless access they expect — with professional, healthcare-trained support that ensures every slot is optimized and every patient is cared for. ### A full, well-managed schedule is the lifeblood of the practice. Call volume continues to rise while staffing shortages and burnout make it harder to keep up. Patients expect faster access, yet long hold times and missed calls have become increasingly common — and an unanswered scheduling call is revenue walking to a competitor. STATLINX Scheduling Services act as an extension of your practice, helping ensure every patient reaches a live person, appointments are scheduled accurately, and your internal team stays focused on delivering care. ### What's included - Appointment scheduling, rescheduling, and cancellations - Overflow scheduling support during peak volume - New patient intake scheduling - Follow-up appointment coordination - Patient communication support - Client-specific scheduling workflows - EMR-aligned scheduling processes ### Key figures - 23%: of patient calls go unanswered on average - 67%: of patients consider another provider if they cannot reach you quickly - 2–3: new providers onboarded per month in a live client program ### Schedulers working inside your system, following your rules 1. **Workflow design.** Provider templates, visit types, and scheduling rules are documented with your team. 2. **EMR access.** Our specialists are trained and credentialed in your system — Epic, eCW, and others. 3. **Live scheduling.** Patients reach a live person who books accurately the first time. 4. **Optimization.** We monitor utilization, no-show patterns, and access gaps, and adjust the workflow. ### Built for practices where the calendar is the constraint - **High-volume specialties:** Orthopedics, gastroenterology, and other practices with heavy inbound scheduling. - **Growth and expansion:** New locations and new providers who need booked calendars on day one. - **Front-desk relief:** Practices where in-person patients are competing with a ringing phone. ### Frequently asked questions **Can STATLINX schedule appointments directly in our system?** Yes. STATLINX schedulers are trained and credentialed in your EMR, including Epic and eCW, and follow your provider templates, visit types, and scheduling rules. **What scheduling work does STATLINX handle?** Scheduling, rescheduling, and cancellations; overflow scheduling during peak volume; new patient intake; follow-up appointment coordination; and patient communication support, all following client-specific, EMR-aligned workflows. **Can STATLINX support new providers and new locations?** Yes. For a new ambulatory care network, STATLINX captured patient demand and booked it into temporary Epic schedules before physicians officially joined, onboarding two to three new providers each month. **Why do practices outsource appointment scheduling?** On average, 23% of patient calls go unanswered, and 67% of patients consider another provider if they cannot reach a practice quickly. Outsourced schedulers make sure every patient reaches a live person while your in-house team stays focused on care. Related case study: Building a new ambulatory care network from the ground up (https://www.statlinx.com/success-stories/ambulatory-care-network). 6 mo repeatable provider onboarding model, 2–3 providers each month. Patient demand was captured and booked into temporary Epic schedules before physicians officially joined the practice. ## Prior Authorization URL: https://www.statlinx.com/services/prior-authorization Compassionate, accurate, and efficient prior authorization support designed for healthcare practices. STATLINX removes the burden by managing the process from start to finish — our trained specialists handle all the details. ### The approval process is the biggest bottleneck in modern healthcare. Authorization delays push out scheduling, slow access to care, and create operational drag that your staff absorbs one payer phone call at a time. Practices routinely run four to five business days of turnaround before intervention. We manage authorizations end to end: submission, payer follow-up, prioritization of urgent requests, and documentation in your system. Care starts sooner, providers avoid rework, and revenue is protected. ### What's included - End-to-end authorization submission and follow-up - Payer communication and status tracking - Prioritization protocols for urgent requests - Documentation in your EMR - Denial follow-up and resubmission support - Workflow restructuring to remove handoff delays - Reporting on turnaround time and volume ### Key figures - 60–80%: faster turnaround for a large orthopedic practice - 30 days: from kickoff to measurable improvement - 100%: achievement of the client’s stated goal ### Workflow first, then throughput 1. **Review.** We audit existing workflows and operational processes to find where time is actually lost. 2. **Restructure.** Authorization workflows are rebuilt to eliminate inefficiencies and clarify ownership. 3. **Prioritize.** Refined prioritization protocols ensure urgent requests receive timely attention. 4. **Phase in.** Improvements are implemented in phases to ensure a seamless transition for staff. ### Where authorization turnaround is costing you patients - **Surgical and procedural practices:** Where an authorization delay is a delayed procedure and a lost slot. - **Competitive markets:** Practices losing patients to neighboring providers who can schedule sooner. - **Understaffed billing teams:** Where authorizations compete with claims and collections for the same hours. ### Frequently asked questions **What does STATLINX prior authorization support include?** End-to-end authorization submission and follow-up, payer communication and status tracking, prioritization of urgent requests, documentation in your EMR, denial follow-up and resubmission support, and reporting on turnaround time and volume. **How much faster can prior authorizations move?** For a large orthopedic practice, STATLINX reduced authorization turnaround from about five business days to one to two business days, a 60–80% improvement within the first 30 days, and sustained it for the life of the partnership. **How are urgent authorization requests handled?** STATLINX sets up prioritization protocols so urgent requests receive timely attention ahead of routine ones. **How does STATLINX implement prior authorization support?** STATLINX reviews your existing workflows to find where time is lost, restructures authorization workflows to clarify ownership, refines prioritization protocols, and phases improvements in so the transition is seamless for staff. Related case study: Prior authorization turnaround improvement (https://www.statlinx.com/success-stories/prior-authorization-turnaround). 60–80% reduction in turnaround time within the first 30 days. A busy orthopedic practice went from nearly five business days to one or two, and held it for the life of the partnership. ## Traditional Call Center URL: https://www.statlinx.com/services/traditional-call-center From patient questions to message routing, we act as a seamless extension of your team. For most patients the phone is still the first and most frequent point of contact with a provider — and how their call is handled shapes their entire perception of your practice. ### Generic contact centers were not built for clinical conversations. A commodity call center answers the phone. A healthcare call center understands what the caller is asking, recognizes when something is urgent, and documents it correctly the first time. The difference shows up in patient trust and in your staff’s workload. Our Patient Care Specialists each hold a medical background and extensive training. They are prepared for high-pressure situations, including activating STEMI teams, with calm efficiency. ### What's included - Inbound patient question handling - Message taking and routing to the right department - Front-desk relief during business hours - Provider and referring office coordination - Documentation in your EMR - Urgent triage and escalation protocols - HIPAA-compliant handling on every interaction ### Key figures - Epic + eCW: native fluency in major EMR systems - Multilingual: specialists, so language is never the barrier - HIPAA: compliant processes, certified annually ### An extension of your team, not a vendor script 1. **Learn the practice.** Call types, providers, departments, and the language your patients actually use. 2. **Define escalation.** What is urgent, who receives it, and how fast — documented and trained. 3. **Integrate.** Specialists work in your EMR so records stay in one place. 4. **Certify.** Annual training certifications in every department keep quality consistent. ### For practices that will not compromise on tone - **Patient-experience-driven groups:** Where survey scores and reputation are actively managed. - **Clinically complex calls:** Programs where the wrong routing has real consequences. - **Practices replacing a generic vendor:** Groups that have already tried a commodity answering service. ### Frequently asked questions **How is a healthcare call center different from a generic answering service?** A commodity call center answers the phone. A healthcare call center understands what the caller is asking, recognizes when something is urgent, and documents it correctly the first time. **Who answers calls for our practice?** STATLINX Patient Care Specialists, each with a medical background and extensive training, including annual training certifications in every department. Multilingual specialists are available. **Is the STATLINX call center HIPAA compliant?** Yes. Every interaction is handled through HIPAA-compliant processes, certified annually, and documented in your EMR. **Can calls be routed to specific departments or providers?** Yes. STATLINX takes messages and routes them to the right department, coordinates with providers and referring offices, and follows urgent triage and escalation protocols defined with your team. Related case study: Supporting specialized laboratory operations (https://www.statlinx.com/success-stories/laboratory-operations). 20+ laboratory departments supported as a single point of contact. A pediatric health system expanded STATLINX service hours within three weeks of launch. ## Rollover Support URL: https://www.statlinx.com/services/rollover-support Missed calls mean missed opportunities to serve patients. Calls your in-house staff cannot answer route seamlessly to our team — no more unanswered phones, no more voicemail frustration, just professional, timely responses. ### Your front desk is already doing two jobs at once. The patient at the counter and the patient on hold are competing for the same person. During lunch, breaks, and peak volume, one of them loses — and it is usually the one who can hang up and call a different practice. Rollover support reduces the burden on your front desk during the day, allowing your staff to focus on in-person care while every overflow call still reaches a healthcare-trained specialist. ### What's included - Daytime overflow call coverage - Lunch-hour and break coverage - Peak-volume and seasonal surge support - Scheduling and rescheduling on overflow calls - Message routing to the correct department - Documentation in your EMR - Flexible hours, adjusted as volume changes ### Key figures - 23%: of patient calls go unanswered on average - Lunch → 5pm: the windows where most practices lose calls - No setup fee: to add rollover coverage ### Coverage that turns on exactly when you need it 1. **Identify the gaps.** We review call data to find when and where calls are actually being missed. 2. **Set the rules.** Ring counts, hold thresholds, and which call types roll over to us. 3. **Route.** Overflow routes to our specialists without the patient noticing a handoff. 4. **Tune.** Coverage windows are adjusted as your volume and staffing change. ### Best for practices with a staffing gap, not a staffing plan - **High turnover front desks:** Coverage that does not disappear when someone resigns. - **Seasonal volume:** Surge capacity without hiring for the peak and paying for the trough. - **Small teams:** Practices where a single absence takes the phones down. ### Frequently asked questions **What is rollover call support?** Rollover support routes calls your in-house staff cannot answer to STATLINX specialists, so patients reach a person instead of voicemail during lunch, breaks, peak volume, and seasonal surges. **When do calls roll over to STATLINX?** You set the rules: ring counts, hold thresholds, and which call types roll over. STATLINX reviews your call data to find when calls are being missed; for most practices that is the window from lunch to 5pm. **Is there a setup fee for rollover coverage?** No. There is no setup fee to add rollover coverage, and coverage windows are adjusted as your volume and staffing change. **Can rollover specialists schedule appointments?** Yes. Overflow calls can include scheduling and rescheduling, along with message routing to the correct department and documentation in your EMR. Related case study: Prior authorization turnaround improvement (https://www.statlinx.com/success-stories/prior-authorization-turnaround). 30 days from kickoff to measurable improvement. The same operational discipline applied to overflow coverage: find the delay, restructure the workflow, hold the gain. ## After-Hours Support URL: https://www.statlinx.com/services/after-hours-support Catch every call, every time. When your staff can’t pick up, we step in so patients never feel ignored. In today’s world of on-demand access, patients expect fast, reliable communication — if they can’t reach your practice, they often call someone else. ### Healthcare does not stop when the office closes. After hours, the stakes change. A patient calling at 9pm is either anxious or genuinely urgent, and a voicemail box answers neither. Practices need certainty that emergencies reach the on-call physician and that everything else is captured accurately. We ensure continuity by connecting patients with their physicians in emergencies and providing reliable access whenever it is needed most. You can rest easy knowing your patients are cared for, day or night. ### What's included - Nights, weekends, and holiday coverage - On-call physician escalation per your protocols - Urgent triage, including STEMI team activation - Non-urgent message capture and morning handoff - Documentation in your EMR - Multilingual support at every hour - Continuity during closures and inclement weather ### Key figures - 24/7/365: continuous coverage, including holidays - Live person: on every call, never a voicemail box - STEMI-ready: trained for urgent team activation ### Clear protocols, so nobody improvises at 2am 1. **Define urgency.** What constitutes an emergency for your specialty, in your words. 2. **Build the call tree.** On-call rotations, backup providers, and escalation timing. 3. **Cover.** Every after-hours call reaches a trained specialist, immediately. 4. **Hand off.** A documented queue waiting for your team when the doors open. ### Essential where an unanswered call is a clinical risk - **Surgical and cardiac practices:** Where minutes matter and escalation must be immediate. - **On-call physician groups:** Protecting physicians from non-urgent calls while never missing urgent ones. - **Practices with 24/7 obligations:** Health system affiliations that require continuous access. ### Frequently asked questions **What hours does STATLINX after-hours support cover?** Nights, weekends, and holidays, with 24/7/365 coverage available, including continuity during closures and inclement weather. **How are after-hours emergencies handled?** STATLINX escalates to your on-call physician according to your protocols, rotations, and backup providers, and is trained for urgent triage, including STEMI team activation. **What happens to non-urgent after-hours calls?** Non-urgent messages are captured, documented in your EMR, and handed off in a documented queue waiting for your team when the office opens. **Will patients reach a voicemail after hours?** No. Every after-hours call reaches a live, healthcare-trained specialist, with multilingual support at every hour. Related case study: Communication support across the transplant continuum (https://www.statlinx.com/success-stories/transplant-program). Epic documentation, Secure Chat, and In-Basket follow-up. Urgent clinical concerns identified and escalated to the appropriate transplant team, at any hour. # AVA platform ## AVA Secure Messaging URL: https://www.statlinx.com/ava/secure-messaging AVA Secure Messaging delivers every patient and practice message to the right provider through a secure, HIPAA-compliant inbox. Providers choose how they are reminded, so nothing sits unread. ### A message nobody reads is a patient nobody called back. Messages taken after hours or during busy clinic time are only as good as their delivery. Pages get missed, texts carry PHI they should not, and a voicemail left for the wrong provider can sit until morning. AVA Secure Messaging gives every provider a secure inbox for the messages STATLINX takes on your behalf. Each provider sets how and when they are reminded, so urgent and routine messages both close the loop. ### Highlights - Secure: provider login for every message, no PHI in plain text - 5 min–24 hr: reminder delay, set by each provider - SMS or email: reminders, whichever each provider prefers ### Built for how providers actually work - **Secure provider inbox:** Messages are opened behind a secure provider login rather than sent as plain-text SMS or email. - **Reminders that fit each provider:** Providers choose SMS or email reminders and how long AVA waits before sending one, from 5 minutes up to 24 hours. - **Self-service sign-up:** Your practice sends each provider a secure invitation link by text. Sign-up takes three short steps. - **Support built in:** Providers submit requests with screenshots from the Support page and track them in the My Issues tab. ### From invitation to first message in minutes 1. **Invite your providers.** Your practice sends each provider a secure signup link by text message. 2. **Providers sign up.** Each provider confirms their name, chooses a login email, and sets reminder preferences. 3. **Messages flow securely.** Messages taken by STATLINX arrive in the provider's secure inbox, with reminders until they are read. ### Practices that use it most - **Practices with after-hours coverage:** On-call providers get overnight messages securely, with a reminder if one is missed. - **Multi-provider groups:** Each provider keeps their own login and reminder preferences while the practice manages invitations. - **Practices replacing pagers or plain-text SMS:** Keep PHI out of unsecured channels without asking providers to change how quickly they respond. ## AVA Receptionist URL: https://www.statlinx.com/ava/receptionist AVA Receptionist answers every call to your practice, understands what the caller needs, and turns the conversation into a clear action note. When a call needs a person, AVA transfers it to a STATLINX operator. ### Callers want an answer. Your team needs a next step. Voicemail and phone trees push work onto patients and leave your staff to decode messages later. Missed calls become missed appointments, and the calls that matter most can wait behind the ones that don't. AVA Receptionist answers immediately, captures what the caller needs, and hands your team a structured action note instead of a voicemail. When a caller needs a person, such as an urgent clinical concern or a sensitive request, AVA transfers to a STATLINX operator. ### Highlights - 24/7: answering, including nights, weekends, and holidays - Every call: summarized as an action note your team can work from - Hours: to go live. Only call forwarding is required ### An AI receptionist with a human team behind it - **Natural conversation:** Callers speak in their own words. AVA works out the reason for the call without forcing them through a menu. - **Action notes:** Every call produces a structured note: who called, why, what was captured, and the next action for your team. - **Human operator transfer:** When a call needs a person, AVA transfers it to a STATLINX Patient Care Specialist with the context already captured. - **Your rules, your routing:** Office hours, on-call schedules, and escalation paths are configured around how your practice already works. ### Live in a few hours, with call forwarding as the only change 1. **Share your call flow.** Tell us your hours, common call reasons, escalation rules, and where action notes should go. 2. **We configure AVA.** STATLINX sets up your AVA number, scripts, and human operator transfer rules. 3. **Forward your line.** Point your practice number at AVA, place a test call, and you are live. ### Where AVA Receptionist fits - **Practices losing calls to voicemail:** Every caller gets an answer, and every answer becomes a note your team can act on. - **After-hours and overflow coverage:** Use AVA for nights and weekends, or to catch overflow when the front desk is busy. - **Practices that still want a human option:** Clinical concerns and sensitive calls move to a STATLINX operator, not a dead end. ## AVA Call Quality Scoring URL: https://www.statlinx.com/ava/call-quality-scoring AVA Call Quality Scoring reviews every call, not a sample. Each call is transcribed and scored against your standards, problem calls trigger alerts, and supervisors can review the full transcript in one place. ### Manual QA sees a sliver of your calls. Most teams review a handful of calls per agent each month. Compliance misses, rude moments, and unresolved callers go unnoticed until a complaint arrives, and coaching relies on whichever calls happened to be pulled. AVA Call Quality Scoring applies the same standard to every call. Supervisors see scores and trends, get alerted to the calls that need attention, and can open the full transcript to understand exactly what happened. ### Highlights - Every call: scored, not a small sample pulled by hand - Real-time: alerts when a call falls below your standard - Full: transcripts with each score, ready for review ### Quality assurance that covers every conversation - **AI scoring against your rubric:** Each call is scored on the criteria that matter to you, such as greeting, identity verification, empathy, accuracy, and resolution. - **Alerting:** Calls that miss a required step or fall below a threshold are flagged to the right supervisor. - **Full transcript review:** Open any call to read the complete transcript alongside its score and the reasons behind it. - **Trends and coaching:** Track scores by agent, team, and call type over time, and coach from real examples. ### Bring your recordings. We score every call. 1. **Define your standard.** Agree the scoring criteria and alert thresholds with STATLINX. 2. **Send your audio.** Calls handled by STATLINX are scored automatically. For your own team's calls, send recordings through the AVA API. 3. **Review and act.** Scores, alerts, and transcripts arrive in AVA for supervisors to review and coach from. ### Who uses Call Quality Scoring - **In-house call centers:** Score your own agents' calls by sending recordings through the API. - **Compliance-focused practices:** Catch missed identity verification or disclosure steps before they become incidents. - **Growing teams:** Keep quality consistent as new agents ramp, without adding QA headcount. # AVA solutions ## AVA Peak Overflow (For call centers and answering services) URL: https://www.statlinx.com/ava/solutions/peak-overflow AVA Peak Overflow adds AI agents to your existing queue for the hours that break your staffing plan. They answer only when your operators are busy, finish routine calls with a ticket and transcript, and hand urgent calls straight back to your team. ### Staff for the peak and you pay for idle seats. Staff for the average and callers hang up. Every call center has an hour that breaks the schedule. Calls stack up at the start of the day, callers wait, and some hang up before anyone answers. Hiring for that hour leaves seats idle all afternoon. AVA Peak Overflow covers the gap with AI agents that sign in to your existing phone system as extra seats. A saturation gate keeps them behind your people, so they only pick up the calls that would otherwise wait or abandon. ### Highlights - People first: AI answers only when every operator is busy or a caller waited too long - Every call: ticketed with a full transcript, AI and human - Hour by hour: abandon rate and staffing scenarios from your own queue data ### What is included - **AI seats in your queue:** AVA agents register as extra seats on your existing phone system and join the queues you choose. No rip and replace. - **Saturation gate:** AI answers only after every operator is busy or a caller passes your wait threshold. Concurrency caps and a kill switch stay in your hands. - **Finished calls, not just answered ones:** The agent greets callers in your client's name, answers from your knowledge base, takes the message and files the ticket with a full transcript. - **Transfer back and failover:** Urgent calls transfer straight back to your team. If the AI is ever unavailable, calls keep ringing your operators, then go to voicemail with a transcript. - **Callback requests:** Callers who hang up become callback requests. Your operators return the call with caller-ID rules, live transcripts and AI scoring on every conversation. - **Scoring and staffing insight:** Every call, AI and human, is scored against your rubric. The staffing optimizer shows abandon rate by hour so you can staff for profit, not panic. ### Start with your busiest hour 1. **Free peak-hour assessment.** We read your own queue data and show abandon rate by hour and weekday, and what an AI overflow seat would have answered. 2. **Pilot on peak hours.** AVA agents go live behind the saturation gate on the hours you pick, with a weekly report on calls answered, transfers and quality. 3. **Scale what works.** Keep the hours that pay off, add queues, and tune the wait threshold as your volume changes. ### Teams that use it most - **Healthcare answering services:** Shared operator pools with sharp morning and lunchtime peaks across many client accounts. - **Hospital and health-system call centers:** Central scheduling and access centers where abandoned calls mean missed appointments. - **Existing STATLINX clients:** Add AI overflow to the coverage you already have, measured against your current abandon rate. ### Frequently asked questions **Do we have to change phone systems?** No. AVA agents register as extra seats on your existing phone system and join the queues you choose. **Will the AI take calls away from our operators?** No. The saturation gate only lets AVA answer when every operator is busy or a caller has waited past your threshold. **What happens with urgent calls?** The agent transfers them straight back to your team. If the AI is unavailable, calls keep ringing your operators. ## AVA AI Receptionist for Dental (For dental and small practices) URL: https://www.statlinx.com/ava/solutions/dental-receptionist AVA AI Receptionist answers your practice's calls instantly, in your office's name, at lunch, after hours or whenever the lines are busy. Every call becomes an action note for your team, and a real person is always one transfer away. ### A missed call is a new patient booking somewhere else. The phone rings when your front desk is at lunch, with a patient, or gone for the day. Callers reach voicemail, and new patients call the next practice on the list. A patient in pain is left waiting until morning. AVA AI Receptionist answers those calls instantly. It knows your hours, providers and location, captures what the caller needs, and leaves your team a clear next step. When a caller needs a person, a STATLINX Patient Care Specialist takes the call. ### Highlights - Instant: pickup in your office's name, day or night - Every call: turned into an action note with the full transcript - Hours: to go live. Just forward your calls, and switch back any time ### What AVA does on every call - **Answers in your office's name:** A natural, friendly greeting for your practice, at lunch, after hours, on holidays or when every line is busy. - **Knows your office:** Your hours, providers, location, parking and the questions your patients ask every day. - **Captures the request:** New-patient details, appointment requests and callback times, so your team confirms the visit without playing phone tag. - **Action notes for your team:** Who called, why, and what to do next, with the full transcript, in your AVA inbox. - **A real person when needed:** AVA transfers to a STATLINX Patient Care Specialist, trained for healthcare and available around the clock. - **Safe fallback:** If the AI is ever unavailable, calls go to live operators or voicemail with a transcript, never to a dead line. ### Live in hours, not weeks 1. **Tell us about your office.** Hours, providers, services, and how you want urgent calls and new patients handled. 2. **Hear AVA answer as you.** We configure AVA for your practice and you call it yourself before anything goes live. 3. **Forward your calls.** Turn on call forwarding for the hours you choose. Switch back any time. ### Choose the coverage that fits your office - **Overflow** (When the lines are busy): AVA picks up the calls your front desk cannot get to during office hours. - **After hours and lunch** (When the desk is away): AVA answers at lunch, after closing, on weekends and holidays. - **Full coverage** (Backed by live operators): AVA answers every call, and STATLINX Patient Care Specialists take any call it hands off. ### Practices that use it most - **Independent dental practices:** One to five locations where the front desk also checks patients in, takes payments and answers the phone. - **Practices losing calls to voicemail:** Lunch hours, early mornings and evenings where new-patient calls go unanswered today. - **Small medical practices:** Pediatric, specialty and family practices that want the same coverage with their own call rules. ### Frequently asked questions **Does AVA book appointments in our practice software?** Today AVA captures the appointment request and the patient's preferred times, and your team confirms the visit. Practice-software integration is on our roadmap. **What if a patient wants a real person?** AVA transfers the call to a STATLINX Patient Care Specialist, trained for healthcare and available around the clock. **Do we have to change phone numbers?** No. You forward your existing number for the hours you choose, and you can switch back any time. ## AVA Text (For dental practices) URL: https://www.statlinx.com/ava/solutions/patient-texting AVA Text puts every patient conversation in one secure inbox, right next to your calls. Text from your office number, let AVA draft the reply, and keep compliance guardrails on every message. ### Your patients would rather text. Your front desk would rather not juggle one more app. Patients want to text about times, directions and paperwork. Front desks end up switching between the phone, a texting tool and the practice software, and replies wait until someone has a free minute. AVA Text keeps every conversation in one secure inbox alongside your calls, tied to the patient, so anyone on your team can pick it up. AVA drafts the reply; your team stays in control of what is sent. ### Highlights - One inbox: for every patient text, next to your calls - AI drafts: from your office's knowledge and writing style, sent by your team - Built in: consent, STOP and HELP handling, quiet hours and daily send limits ### What is included - **Two-way texting from your office number:** Patients text the number they already know. Every thread is tied to the patient so anyone on your team can pick it up. - **AI-drafted replies:** AVA drafts answers from your office's own knowledge and writing style. Your team reviews, edits and hits send. - **Consent captured on the call:** When AVA answers a call it can ask permission to text, so your team can follow up the moment the call ends. - **Appointment reminders:** Send reminders by text or email from the same place. - **Compliance guardrails:** Consent tracking, STOP and HELP handling, quiet hours and daily send limits. No patient gets a text at midnight. - **Better with AI Receptionist:** Add AVA Text to AVA AI Receptionist and every call and every text gets answered. ### Up and running with your office number 1. **Register your number.** We register your office number for business texting and set your quiet hours. 2. **Teach AVA your voice.** Add your office knowledge, templates and writing instructions for AI drafts. 3. **Start texting.** Your team works every patient conversation from one inbox, with AI drafts ready to review. ### Practices that use it most - **AVA AI Receptionist practices:** Follow up by text the moment a call ends, from the same inbox. - **Busy front desks:** Answer routine questions faster without typing every reply from scratch. - **Practices tightening compliance:** Replace personal phones and ad-hoc tools with consent tracking and quiet hours on every message. ### Frequently asked questions **Does AVA send texts on its own?** No. AVA drafts the reply and a person on your team reviews, edits and sends it. **Can we keep our office number?** Yes. AVA Text works with your office number once it is registered for business texting. **How do you prevent late-night texts?** Quiet hours and daily send limits are enforced on every account, along with consent tracking and STOP and HELP handling. # AVA onboarding guides ## AVA Secure Messaging setup URL: https://www.statlinx.com/ava/onboarding/secure-messaging Time required: About 5 minutes per provider Set up your secure provider login, choose how you receive reminders, and find help whenever you need it. Look for a text addressed to Dr followed by your last name. Open the secure signup link in that message, then follow the steps below. ### Steps 1. **Start with your name..** Enter your first and last name exactly as they appear on file to complete provider sign-up. 2. **Choose your email..** Enter the email address you will use to access your messages moving forward. 3. **Make reminders work for you..** Choose whether to receive reminders by email or SMS, then set how many minutes should pass before a reminder is sent. ## AVA Receptionist setup URL: https://www.statlinx.com/ava/onboarding/receptionist Time required: A few hours, start to finish AVA Receptionist needs no new hardware and no software for your staff to install. Once your call flow is configured, forwarding your practice number is the only change on your side. Most practices go from kickoff to live calls in a few hours. Your STATLINX onboarding contact works through each step with you. ### Steps 1. **Share your call flow..** Tell us how your practice handles calls today: office hours, who is on call, the most common reasons patients call, and which calls must go to a person. 2. **Confirm your configuration..** STATLINX configures AVA with your greeting, call reasons, and transfer rules, then shares your dedicated AVA forwarding number. Review a test call before anything changes for patients. 3. **Forward your number..** Set up call forwarding from your practice line to your AVA number. Choose to forward all calls, after-hours calls only, or calls you can't answer (busy or no answer). ## Audio file integration via API URL: https://www.statlinx.com/ava/onboarding/audio-api Time required: Typically a short engineering task Connect your phone system or call recording platform to AVA through the API. Each recording you send is transcribed, scored, and ready for review in AVA. Calls handled by STATLINX are scored automatically. To score calls handled by your own team, send recordings to AVA through the API. ### Steps 1. **Get your API credentials..** Your STATLINX onboarding contact issues API credentials and the integration documentation to your technical contact. 2. **Send recordings with context..** Upload each recording once the call ends, together with the call details that make scores useful for review and reporting. 3. **Review scores and alerts..** Each call is transcribed and scored against your criteria. Supervisors receive alerts for calls that need attention and can open the full transcript in AVA. # Case studies ## Prior Authorization Turnaround Improvement URL: https://www.statlinx.com/success-stories/prior-authorization-turnaround Tags: Orthopedics, Private practice, Prior Authorization A large orthopedic practice partnered with STATLINX to improve the speed and consistency of its prior authorization process. Requests were taking up to five business days, creating scheduling bottlenecks. By implementing targeted workflow enhancements, STATLINX reduced turnaround to one to two business days. ### Results - 60–80%: faster authorization turnaround - 30 days: to full activation and measurable results - 100%: achievement of the client’s stated goal > Turnaround went from nearly five business days to one or two — and stayed there for the life of the partnership. > (Result summary) ### The challenge A busy orthopedic practice was experiencing prior authorization processing delays, with turnaround times averaging approximately five business days. These delays impacted patient scheduling, slowed access to care, and created operational challenges for the practice. Leadership recognized the need for a more responsive process that would allow them to better serve patients and remain competitive with neighboring providers. The Practice Manager approached STATLINX with a clear objective: reduce authorization turnaround times to no more than two business days while maintaining accuracy and quality. ### The solution STATLINX conducted a thorough review of existing workflows and operational processes to identify opportunities for improvement. Working collaboratively with the practice, we developed a focused plan designed to accelerate processing times without sacrificing service quality. Key initiatives - Restructuring authorization workflows to eliminate inefficiencies - Enhancing communication and coordination between teams - Refining prioritization protocols so urgent requests received timely attention - Implementing operational improvements in a phased approach to ensure a seamless transition ### The impact A 60–80% reduction in authorization turnaround time within the first 30 days allowed the organization to schedule care more efficiently, improve patient access, and strengthen its competitive position within the market. The engagement demonstrates how targeted workflow optimization can create lasting operational improvements while supporting exceptional patient experiences. ### The outcome Within one month, STATLINX achieved the client’s goal, reducing prior authorization turnaround times from almost five business days down to just one to two business days. Additional outcomes - Consistent maintenance of the improved turnaround times throughout the partnership - Increased scheduling efficiency for the practice - Improved satisfaction among practice leadership and staff - Faster access to care for patients awaiting authorization approval ### At a glance - Organization: Large orthopedic practice - Service: Prior Authorization - Objective: Two business days or less - Time to result: 30 days - Baseline: ~5 business days - Outcome: 1–2 business days, sustained ## Supporting Specialized Laboratory Operations URL: https://www.statlinx.com/success-stories/laboratory-operations Tags: Pediatric health system, Patient Access, Specialized recruiting A leading pediatric healthcare system needed reliable support for its laboratory operations during a period of staffing shortages and employee absences. STATLINX recruited specialized talent, became the central point of contact for more than 20 laboratory departments, and delivered such strong results that service hours were expanded within three weeks of launch. ### Results - 20+: laboratory departments supported - 3 weeks: to expanded service hours - Single: point of contact across the health system > Service hours were expanded within three weeks of launch — the client asked for more, not less. > (Result summary) ### The challenge A nationally recognized pediatric healthcare system was facing staffing constraints due to employee vacations and an open position within its laboratory team. Leadership needed a reliable solution that could provide uninterrupted support and maintain exceptional service levels during the transition. The challenge extended well beyond answering phones. The hospital’s laboratory departments receive inquiries from patients, providers, clinics, and hospital staff regarding a wide range of laboratory services and processes. These interactions require specialized knowledge, attention to detail, and strict adherence to laboratory policies and workflows. Callers frequently required assistance with - Laboratory test information - Specimen collection and submission requirements - Processing guidelines, turnaround times, and testing status updates - Add-on testing requests for existing specimens - Result-related inquiries - Outpatient laboratory locations, hours, and appointment information - Coordination with reference and send-out laboratories ### The solution STATLINX partnered with the healthcare system to provide dedicated inbound support for all laboratory departments throughout the hospital. Recognizing the specialized nature of the work, STATLINX took a targeted recruitment approach, specifically hiring individuals with laboratory and healthcare-related backgrounds to support the program. Despite having no prior laboratory support program experience, the team worked closely with client stakeholders to develop a deep understanding of laboratory operations, testing requirements, specimen handling procedures, escalation pathways, and departmental workflows. The team became the centralized point of contact for more than 20 laboratory departments — including microbiology, molecular diagnostics, chemistry, blood bank, pathology, genomics, histology, specimen processing, and outpatient laboratory services — and served as a liaison between providers, patients, laboratory departments, and external reference laboratories. ### The results The program generated positive results almost immediately following implementation. Within just three weeks of launch, service hours were expanded to include additional daytime coverage during both morning and evening hours — a reflection of the client’s confidence in the program. Key outcomes - Reliable laboratory call coverage during a period of staffing challenges - Successful support of complex inquiries across more than 20 laboratory departments - Rapid expansion of service hours within three weeks of implementation - Consistent service levels regardless of call volume - Improved access to lab information for both patients and staff - Outstanding initial feedback from client leadership and staff ### The impact Rather than functioning as a traditional call center, the STATLINX team became the communication hub connecting patients, providers, clinics, hospital staff, laboratory departments, and external reference laboratories. This centralized approach improved access to information, streamlined inquiry resolution, and allowed laboratory personnel to remain focused on diagnostic and operational responsibilities. What began as a staffing support solution quickly evolved into a trusted partnership, demonstrating how adaptable processes, specialized recruiting, and operational expertise can deliver meaningful results in even the most complex healthcare environments. ### At a glance - Organization: Nationally recognized pediatric health system - Service: Patient Access Center - Scope: 20+ laboratory departments - Trigger: Staffing shortage and open position - Approach: Specialized recruiting and workflow design - Outcome: Expanded hours in 3 weeks ## Building a New Ambulatory Care Network from the Ground Up URL: https://www.statlinx.com/success-stories/ambulatory-care-network Tags: Regional hospital system, Scheduling, Epic When a regional hospital system set out to establish its first multi-specialty ambulatory care location, several well-known physicians had committed to joining but remained employed elsewhere until their start dates. Patients were already calling to schedule. STATLINX designed a phased patient access strategy that protected future volume and became a repeatable provider onboarding model. ### Results - 2–3: providers onboarded each month - 6 months: of continuous provider transitions - 0: callback lists after the Epic workflow shift > Providers launched with established patient demand and calendars already booked. > (Result summary) ### The challenge Launching a new ambulatory network required more than opening doors and hiring providers. The hospital system needed a scalable process that would support multiple physician transitions over several months while ensuring patients did not become frustrated or seek care elsewhere. Provider schedules were not yet available, but patients eager to follow their physicians were already calling. Without an established scheduling workflow, the organization risked losing valuable patient relationships during the transition period. ### The solution Our team partnered with the hospital to design a phased patient access strategy that bridged the gap between public awareness and provider availability. Prior to launch, our agents handled incoming patient calls on behalf of the facility. When patients called seeking a specific provider, agents - Confirmed the physician would be joining the group at the end of the month - Explained when scheduling would become available - Collected patient contact information and appointment preferences - Maintained organized callback lists for future scheduling outreach ### Evolving the process A few weeks after the location launched, the hospital system introduced temporary generic provider schedules within Epic. This enhancement eliminated the need to maintain callback lists while preserving the patient experience established during the pre-launch phase. Instead of collecting patient information and waiting for schedules to open, our team could immediately schedule patients into the temporary provider templates. As physicians approached their go-live dates, the hospital migrated appointments to each provider’s permanent schedule — behind the scenes, with no disruption to the patient. The repeatable model - Announce provider availability and begin accepting patient inquiries - Schedule patients directly into Epic using temporary provider templates - Maintain appointment continuity as providers approach their start dates - Transition appointments to permanent provider schedules - Launch providers with established patient demand and booked calendars ### The results The hospital successfully launched its first multi-specialty ambulatory care location while creating a scalable patient access model for future growth. Key outcomes - Continuous patient engagement before providers officially joined the practice - Elimination of scheduling delays through the use of temporary Epic schedules - Reduced administrative effort by removing manual callback management - Faster schedule utilization as providers came online - A repeatable onboarding process supporting multiple providers each month - Seamless scheduling continuity during provider transitions ### At a glance - Organization: Regional hospital system - Service: Appointment Scheduling - Scope: First multi-specialty ambulatory location - EMR: Epic - Cadence: 2–3 new providers per month - Duration: Six-month phased onboarding ## Communication Support Across the Transplant Continuum URL: https://www.statlinx.com/success-stories/transplant-program Tags: Transplant, Patient Access, Epic A leading transplant program needed a better way to manage growing call volumes without compromising the level of care its patients expected. Although leadership was initially hesitant to outsource such a specialized function, STATLINX became an extension of the transplant team — providing communication support, documentation, and workflow management across every phase of care. ### Results - Epic: documentation, Secure Chat, and In-Basket follow-up - End to end: referral through post-transplant follow-up - 100%: of communications captured and managed > Leadership’s initial concerns about outsourcing quickly evolved into confidence. > (Result summary) ### The challenge A transplant journey is anything but simple. From initial referral through post-transplant follow-up, patients interact with multiple specialized teams, each responsible for a different phase of care. As the transplant program grew, so did the volume and complexity of incoming communications. Patients, pharmacy technicians, dialysis social workers, physician offices, and specialty pharmacies all relied on the transplant team for timely assistance. Meanwhile, clinicians were balancing phone calls, electronic communications, medication requests, and in-person patient care. The existing phone tree also proved inadequate. Rather than guiding callers to the appropriate resource, it often created unnecessary transfers and delays. For patients already navigating a complex and emotional healthcare journey, the organization wanted a communication experience that felt seamless, supportive, and personalized. ### The solution STATLINX partnered with the transplant program to provide dedicated communication support throughout the entire transplant continuum. Rather than functioning as a traditional answering service, our Patient Care Specialists learned the program’s specialized workflows, terminology, and clinical processes. In addition to answering calls, our team - Confirmed transplant-related appointments with patients - Connected patients with the appropriate coordinator, navigator, or Patient Financial Services Representative based on their transplant phase - Guided prospective patients through the referral process - Supported evaluation-phase patients by scheduling appointments and coordinating with evaluation coordinators and navigators - Assisted post-transplant patients with medication refill requests and follow-up questions - Documented patient interactions directly in Epic - Communicated with clinical staff through Epic Secure Chat and In-Basket messaging - Identified urgent clinical concerns and escalated them to the appropriate transplant team - Routed pharmacy technicians, physician offices, specialty pharmacies, and dialysis social workers to the right resources - Connected patients with transplant social workers for transportation, lodging, and caregiver support ### The results STATLINX ensured every patient and partner communication was captured, documented, and managed appropriately, significantly reducing the administrative burden on the transplant team’s clinical staff. Rather than dividing their attention between patient care and incoming communications, coordinators were able to focus on delivering high-quality clinical care while trusting that patient inquiries, medication requests, documentation, and follow-up tasks were handled accurately and consistently. Leadership’s initial concerns about outsourcing quickly evolved into confidence. ### The impact Exceptional transplant care depends on exceptional coordination. By embedding our team within the program’s daily workflows, STATLINX became more than a call center — we became part of the patient’s care experience. Through comprehensive communication management, Epic documentation, clinical coordination, and compassionate patient support, STATLINX helped create a more seamless experience for patients and healthcare partners while protecting valuable clinical time. The result was improved operational efficiency, enhanced continuity of care, and a scalable support model that grew alongside the transplant program. ### At a glance - Organization: Leading transplant program - Service: Patient Access Center - Scope: Referral through post-transplant follow-up - EMR: Epic, Secure Chat, In-Basket - Partners routed: Pharmacies, dialysis, physician offices - Outcome: Scalable support model