AI on the front line. Humans on the hard calls.
Give every patient an instant answer, day or night. AI handles the routine Tier-1 questions on chat and your website. HIPAA-trained, US-managed agents step in the moment a conversation needs real judgment.
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Automate the volume. Keep the judgment human.
The fastest way to lose a patient is an answer that is wrong, or no answer at all. Our model draws a clear line: AI owns the repetitive first contact, and a trained person owns everything that carries clinical or compliance weight.
Hue AI first response
Instant, 24/7 answers to routine questions on chat and web, drawn from your own knowledge. Deflects FAQs, assists agents, and routes the rest.
HelpSquad agents
HIPAA-trained, US-managed people who handle verification, prior auth, PHI, clinical-adjacent judgment, and the calls that need a human.
The routine work, answered instantly.
Grounded in what our platform partner LiveHelpNow's Hue AI actually does today. No overpromising, no autonomous decisions.
Website & chat answer bot
Hue AI answers routine questions instantly using your own website and knowledge content, 24/7, in your brand voice.
Knowledge & FAQ deflection
Common questions (hours, location, services, forms, policies) resolve without a human, so your team only sees what needs them.
Agent-assist suggestions
When a human is on the conversation, AI drafts replies, retrieves the right answer, and keeps responses clear and consistent.
Intelligent routing
Conversations are directed to the right person based on topic, skill, and availability instead of a shared catch-all queue.
Self-improving knowledge
AI keeps your help content accurate with automatic article suggestions and updates, so answers stay current across channels.
After-hours first response
Patients get an immediate, useful reply at 9pm or on a holiday, with anything urgent handed to a human on call.
What always stays human.
This is the line that protects your practice. The AI never guesses on the things that carry risk. Each of these routes to a trained human, and anything clinical goes straight to your care team.
- Insurance eligibility and benefit verification
- Prior authorization questions and follow-up
- Anything that touches protected health information (PHI)
- Clinical or symptom triage, escalated to your clinical team
- HIPAA consent and sensitive intake
- The anxious, confused, or upset caller who needs a person
Compliance is the whole point.
In healthcare, an AI that improvises on eligibility, authorization, or consent is a liability, not a feature. Our default keeps the AI layer on non-PHI first contact and hands anything patient-specific to a HIPAA-trained human.
The human layer runs on a company-level Business Associate Agreement, secure virtual desktops, and role-based access. You get speed from automation and safety from people.
Live in about two weeks.
We start with a tightly scoped set of L1 answers, prove the deflection, then expand what AI safely handles as your knowledge base matures.
Map your L1 vs. L2 line.
We define exactly which questions AI should answer and which must reach a human, tuned to your specialty and compliance posture.
Train Hue AI on your knowledge.
We connect the AI to your website, FAQs, and help content so first-contact answers are accurate and on-brand from day one.
Staff the human escalation layer.
Your dedicated, HIPAA-trained US-managed agents handle everything AI routes up, working inside your existing tools.
Measure, tune, and expand.
We track deflection, response time, and escalation quality, then widen what AI safely handles as the knowledge base matures.
AI up front. Humans where it counts.
Two engagements that show the model at work - a vascular surgery practice that moved patient intake to a dedicated HelpSquad team, and a Tennessee in-home care operation running on six embedded patient reps.
A fully managed intake department. Dropped calls eliminated.
- 1.5 years of consecutive front-line team stability
- Dropped calls and missed referrals eliminated
Nearly 50% cost savings. Better patient experience.
- Improved patient experience metrics across intake and scheduling
- Internal providers freed to focus on care instead of phone and email coverage
Simple rates. Nothing to hide.
We publish our rates because we're proud of them. No hidden fees, no bait-and-switch. Engagements typically start at 20 hours per week, and every rate includes our HIPAA-compliant technology and the backing of a US-based company.
Managed teams custom-priced.
- Billing, claims, AR, data entry
- Admin, research, scribe
- Experienced on your EHR
- HIPAA BAA + virtual desktop
- Dedicated account manager
- Front desk, scheduling, intake
- Experienced on your EHR
- Screened for clear US-patient communication
- HIPAA BAA + virtual desktop
- Dedicated account manager
- Fully managed (3+ VAs)
- Specialty: clinical or RN-equivalent
- Workforce management, QA, training & coaching
- Monthly analytics reporting
- Dedicated account manager
Straight answers before you ask.
What is AI Tier-1 (L1) patient support?
It is the first layer of patient communication handled by AI: answering routine questions on chat and your website, deflecting common FAQs, and routing anything more complex to a human. It gives patients an instant response 24/7 while your team focuses on the interactions that require judgment.
Does the AI replace our front desk?
No. The AI handles the routine, high-volume first contact. Trained humans handle escalation, verification, clinical-adjacent judgment, and anything involving protected health information. AI helps the team; it does not replace it.
What powers the AI?
Our AI layer runs on Hue AI from LiveHelpNow, our platform partner. It provides the chat and website answer bot, knowledge-driven deflection, agent-assist suggestions, and intelligent routing, all working from your own content.
Can the AI handle protected health information (PHI)?
We scope the AI layer to non-PHI first contact by default. Anything that involves patient-specific health information is routed to a HIPAA-trained human agent. If your configuration requires the AI tier to handle PHI, we confirm the appropriate agreements before that is enabled.
Is the human layer HIPAA compliant?
Yes. HelpSquad staffs HIPAA-trained, US-managed agents with a Business Associate Agreement signed at the company level, not with individual agents, plus secure virtual desktops and role-based access.
Does the AI answer phone calls?
The AI layer is strongest on chat, web, and messaging today. Phone coverage is delivered by our human agents and call-center teams. If you need voice, we scope it as a human-staffed service.
How fast can we launch?
Most practices go live in about two weeks once we have access to your knowledge content and tools. We start with a tightly scoped L1 answer set and expand from there.
Give patients an instant answer without adding headcount.
A 30-minute call. We'll map your L1 and L2 line, scope the human layer, and tell you honestly where AI helps and where it should not.