Intelligent Call Routing
Directs callers to the appropriate department automatically.
- Appointments
- Referrals
- Medical Records
- New Patients
- Transportation
- Providers
Voiceware.ai Advanced Integrations
PEMS
Patient Engagement Management System
An AI-powered call management and workflow platform that changes how patient calls are received, routed, and managed across your organization — cutting wait times and giving staff complete visibility into every patient interaction.
Inbound patient call
AI agent active- Caller identified
- First name, last name, date of birth
- Intent detected
- Referral status — Main Medical Center
- Routed to
- Referrals queue
- Recorded
- Audio + AI transcript attached
Better patient experience, measurably better operations
PEMS intelligently routes calls, collects essential patient information, identifies urgent situations, and gives administrators a centralized dashboard for managing call activity, users, and performance.
Shorter waits
Calls answered instantly
Automating common call-handling tasks removes hold queues from the front door of your organization.
Right department
Fewer transfers
Callers reach the appropriate department faster, without bouncing between staff or facilities.
Full visibility
Every interaction on record
Recordings, transcripts and request status give staff complete context on each patient interaction.
PEMS AI Agent
Your organization’s first point of contact
The PEMS AI Agent answers every inbound patient call and handles the work that used to sit with your front desk.
Live Agent Escalation
Transfers callers to a staff member whenever requested or when human assistance is needed.
Patient Identification
Collects first name, last name and date of birth, passes it to the receiving department, and records the conversation with a transcript.
Vendor & Provider Recognition
Identifies vendors, healthcare partners and service providers, routing them to the inbound call queue instead of patient care departments.
Location-Based Routing
Identifies the right clinical location for the caller's needs, reducing unnecessary calls to the main medical center.
Emergency Detection
Detects a described medical emergency and instructs the caller to hang up and call 911. Future enhancements may notify designated staff by text message.
Customer Service Escalation
Transfers to Member Services when a request cannot be clearly understood, or when frustration or emotional distress is detected.
Administrative Dashboard
Real-time visibility into patient communications
The PEMS Dashboard gives administrators and authorized staff a single place to manage call activity, users and operational workflows.
EMR–PEMS Dashboard
Recent patient calls
refreshes every 30s- M. AlvarezReferrals2:14Completed
- J. WhitfieldAppointments1:03In progress
- R. NguyenMedical Records3:41Completed
- D. OkaforTransportation0:52New
- S. BeaumontNew Patients4:07In progress
Call duration distribution
Call analysis
- Handled by AI
- 78%
- Escalated to staff
- 19%
- Emergency redirects
- 3%
01
Centralized Call Management
View recorded and transcribed calls by department, and track the status of patient requests from initiation through completion.
02
User Administration
Create, update or deactivate user accounts, and assign or modify departmental roles as staff responsibilities change.
03
Real-Time Updates
Automatically refreshes every 30 seconds to display new patient calls and requests.
04
Multi-Department Access
Staff members can belong to one or multiple departments based on their responsibilities.
05
Advanced Search
Search patient interactions by date range, department, patient information or call status.
06
Call Playback & Review
Listen to recorded conversations and review AI-generated transcripts to understand each patient's request.
07
Automated SMS Notifications
Optionally send text confirmations when referrals, medical records, appointments or transportation requests are completed.
08
Comprehensive Audit Trail
Maintains a complete audit log of all administrative actions, including user account changes and record updates.
09
HIPAA-Compliant Security
Designed to protect patient privacy and comply with HIPAA requirements at every layer.
Security & Compliance
Built for the compliance bar healthcare operates under
HIPAA-aligned by design
PEMS is designed to protect patient privacy and comply with HIPAA requirements across recordings, transcripts and administrative records.
No end-user data export
Patient information cannot be exported by end users. Authorized data requests are processed through designated system administrators or the support team.
Full administrative audit log
Every administrative action — user account changes, role updates, record edits — is logged and reviewable.
Get started
See PEMS working with your call flow
Tell us about your organization and the Voiceware.ai team will walk you through the AI agent, the administrative dashboard, and how PEMS fits alongside your existing systems.
PEMS is built and supported by Voiceware.ai Advanced Integrations.
- Sales email
- Sales@voiceware.ai
- Sales phone
- (305) 503-7782