Contact Center
Every call answered. Every follow-up finished.
Shift Agents answer every call, text, and chat, day or night, then finish what the caller needed: the slot refilled, the auth updated, the bill held until it’s right. Your team sees only what needs them.
Shift Agents · Contact Center
Tom B. · MRI moved, still covered
0 of 3
- SC
Scheduling Agent
The call
- PA
Prior Auth Agent
Auth window
- SC
Scheduling Agent
Open slot
Inbound call · Sun 8:52pm
Shift Agents, on the phone and by text.
Four questions your front desk answers every day, and how they go with Shift.
Hannah
Hi, I was referred to Dr. Alvarez and I’d like to schedule a visit.
Inbound call
Scheduling
Scheduling a new patient
A new patient calls to schedule. Her referral and insurance are handled before she finishes the call.
Before Shift: New patients sit on hold or wait days for a callback, and some never schedule.
Denise
I got a bill for $180. I thought my insurance covered this visit.
Inbound call · 8:40pm
Billing
Clarifying a bill
A patient calls after hours, confused by a bill. The agent explains it, then texts a secure payment link.
Before Shift: After 5pm, billing calls go to voicemail, and a missed call is a missed payment.
Elena
Hi, do you take Blue Cross? I’m seeing Dr. Kim next week.
Inbound call
Insurance
“Do you take my insurance?”
A patient asks before her visit. The agent checks coverage and copay live, and catches a missing referral.
Before Shift: “Do you take my insurance?” becomes a callback, and a surprise at check-in.
Frank
Hi, what’s the address for my appointment tomorrow?
Inbound text
Directions
Finding the right office
A patient texts for the address. The agent notices he’s headed to the wrong location.
Before Shift: Texts sit unanswered until someone checks the inbox, and patients show up at the wrong location.
From the call to the follow-up
The call ends. The work doesn’t.
Most calls leave something behind: a date to move, a statement to hold, a question for the nurse. Shift Agents answer the call, then finish what it started, so nothing sits in a callback pile on Monday morning.
- Appointments Scheduling
“Can I move my MRI?” · schedule · reschedule · cancel
Changed on the call and confirmed by text, with any auth tied to the old date checked first.
- Procedure questions Scheduling
“How do I prep?” · “Where do I go?” · “How long will it take?”
Answered from your own prep instructions and texted to the patient. A clinical question goes to your nurse, with the patient’s words attached.
- Coverage and costs Insurance Verification
“Do you take my insurance?” · “What will it cost?”
Answered from real coverage, not a guess. A missing referral or a changed plan is caught before the visit.
- Bills and payments Patient Balances
“Why do I owe this?” · “Can I pay?”
The bill is checked before it’s explained. Payments go by secure text link, never read over the phone; a disputed bill is held while it’s fixed.
- Question answered. Follow-up finished. Nothing left for Monday.
This week’s calls
Sun 9:00pm
+ 2,224 more calls this week
Tom B. · Scheduling Agent · working
Called Sunday at 8:52pm to move Tuesday’s MRI. Moved to Oct 7 on the call. The new date fell outside his auth, so Prior Auth extended it. His Tuesday 7:30am slot is out to the waitlist.
MemoryThis payer extends auth dates through its portal. No new request needed.
Each call shows the call itself, then only the follow-up it created.
Illustrative week. Patients and amounts are representative, not results.
How it works together
The agent on the phone is the same one that finishes the follow-up, with the same schedule, coverage record, and ledger your other Shift Agents use. So a reschedule updates the auth, and a billing call can turn into a paid claim. And they remember: Ana wants Spanish, this payer extends auth dates by portal.
Explore the platform →Control & trust
Identity verified before any PHI is shared. Clinical questions are never answered, only routed to your nurse, with the caller’s words attached. Card numbers are never taken over voice. Choose the autonomy tier per agent, and every conversation is logged.
Security & compliance →Let it take your next call, and everything after it.
Hear it handle a real scheduling, procedure, or billing call, then see the follow-up close.