Three Voice Agent Workflows for Healthcare Teams (Full Transcript)

[00:00:00] Speaker 1: Healthcare runs on conversations that repeat. First round screens, new hire training, and pre-visit questions. A Firefly's voice agent has those conversations for you one-on-one to a link you send. Everyone lands in Firefly's as a recording, a transcript, and a summary. Here are three ways healthcare teams use it today. First, screening candidates at volume. Say you have 100 applicants for patient care coordinator and prior auth roles, and two people to screen them. The first round is the same 15 questions. Every time. So you build one agent per role. From the screening interview agent and voice agents, each one carries the role brief and 15 to 20 questions with the must-haves first. An active license and state, EMR systems like eClinicalWorks, prior auth experience, and shift availability. The candidate opens the link, enters their name, allows the microphone, and talks on their own schedule. There's no scheduling back and forth. Every screen shows up in Firefly's with the candidate's name. Open one, and ask. Ask Fred if the candidate confirmed an active certification and eClinicalWorks experience. You get the answer without replaying the call, and you decide who moves on. Teams doing this run one agent per role, not one agent for everything. Second, turning your onboarding manual into a voice course. Every new billing, scheduling, or front desk hire needs the same walkthrough of your services, your specialties, and HIPAA. A PDF nobody finishes doesn't prove they learned it. So, you build one agent per lesson. The knowledge holds the lesson, and the instructions tell the agent to teach it in conversation, then ask the quiz questions at the end. The new hire talks through each lesson in 10 to 15 minutes, like a chat with a patient trainer, and answers the quiz out loud. You see every lesson in Firefly's. The summary shows what they got right, and where they stumbled, before they touch a client account. Your onboarding manual becomes a conversation, and you get a record of who passed. Third, pre-visit intake through a link. The front desk spends the first hour of every day collecting the same details before visits. An intake agent asks the reason for the visit, preferred times, the insurance carrier name, accessibility needs, and anything the patient wants the provider to know. It covers logistics and preferences, not a clinical assessment. The patient or caregiver opens the link from their confirmation email, enters their name, and answers in a few minutes. The front desk reviews one summary per patient before the visit. This works through a link you send. It isn't a phone line. Three different conversations, one pattern. Build the agent, share the link, and review in Firefly's. Start with the one that costs your team the most hours this month. The guides are linked below, and the Firefly's community has question sets and lesson outlines to copy. Get started today with voice agents.