After-hours
The office closes.
Access stays open.
Patients have questions and requests outside office hours. Voice and text AI handle the conversation, complete access tasks and connect work to the next responsible team.
A clear path, around the clock
Answer the request. Own the next step.
Understand what is needed
Separate scheduling, account support and practical questions from requests that need clinical attention. Verify identity before accessing patient information.
Do the access work
Handle appointment changes, explain next steps and gather the details for medication, referral or paperwork requests. Patients do not have to wait for opening time to start.
Connect the next team
Follow the organization's after-hours escalation and on-call paths. For work that continues during office hours, explain which team owns the next step.
The same patient access menu
Choose the work you need covered.
Carry your scheduling, information and request workflows beyond the front desk's hours. Explore how each request is handled.
Scheduling
Appointments, multi-step scheduling, cancellations and the details that get patients to care.
Triage and routing
Whole-system phone routing, everyday answers and AI call screening.
Medications
Refills, new medication and renewal requests, and status inquiries.
MyChart support
Password resets, username retrieval and authorized proxy access.
Referrals and orders
Referral requests, status checks and insurance approval questions.
Results and messages
Test-result requests and messages for the doctor, with clinical questions reaching the care team.
Forms and intake
Paperwork questions, document uploads and the information teams need before care.
Clinical, operations and Epic/EHR experts
After-hours is an operating model.
Our team maps what completes immediately, what goes to an on-call team and what needs follow-up when the office opens. EHR experts connect the patient information and request destinations. Clinical experts define escalation, and operations experts make the handoff clear.
An example request
It's evening. Tomorrow's appointment no longer works.
The caller verifies their identity, identifies the existing visit and asks to cancel it. Attuned confirms the choice, cancels the appointment and explains the next scheduling step. The cancellation reaches the appointment record without waiting for the office to open.
Questions worth asking
Get clear on the scope.
Does after-hours access mean every team is available all night?
The conversation stays available. Immediate access tasks, on-call escalation and office-hours follow-up each have their own path, and the patient hears the next step for their request.
How do you handle a question that needs clinical attention?
We follow the organization's clinical escalation and on-call process. The access conversation connects the request to the care team responsible for that decision.
Start with the outcome that matters
Make access work beyond office hours.
Bring us your call patterns, on-call paths and follow-up responsibilities. We'll connect them into one after-hours access experience.
Let's start a conversation