AI workflows that fit the systems and rules you already use.
Wattson coordinates patient access and engagement workflows across channels, scheduling rules, EHR connections, consent state, analytics, and staff handoffs.
From patient request to staff-ready action.
Wattson applies configured rules before deciding whether to automate the next step or route the work to staff.
Channels capture the request
Voice, SMS, email, and web workflows turn calls, forms, referrals, replies, and after-hours demand into structured work.
Rules guide the next step
Appointment types, locations, providers, eligibility, recall logic, consent state, and escalation policies shape each workflow.
Wattson completes or routes
Clean paths move toward booking, rescheduling, intake, reminders, follow-up, recall, or reactivation.
Staff gets the right handoff
Exceptions route to staff with conversation context, patient state, workflow reason, and audit history.
The workflow layer between patient demand and the system of record.
Each request moves through the same decision path: trigger, rules, action, and systems.
| Trigger | Rules | Action | Systems |
|---|---|---|---|
| Inbound access request | Patient identity, appointment type, location, provider availability, insurance need, consent state | Answer, collect, schedule, or route | Voice, web, SMS, EHR/PM |
| Referral follow-up | Referral source, specialty, urgency, missing documents, outreach permissions | Start outreach and gather missing context | Referral queue, EHR/PM, SMS, email |
| Cancellation or no-show | Cancellation reason, slot timing, waitlist fit, patient preference | Offer reschedule or refill the opening | Schedule, waitlist, messaging |
| Post-visit follow-up | Visit outcome, follow-up timing, recall cohort, channel preference | Trigger recall, reactivation, or follow-up booking | Pulse, schedule, SMS, email |
Automate when the path is clean. Hand off when review is better.
Wattson does not need every workflow to be fully automated on day one. Teams can choose direct write-backs, staff-confirmed actions, or both.
Direct automation
Used when the connected system supports the action and the request matches the configured workflow rules.
- Supported EHR/PM scheduling or write-back path
- Clean request with required patient and visit details
- Audit event created for the completed workflow step
Staff-confirmed action
Used when policy, system limits, coverage questions, or request complexity make human review the better path.
- Structured queue item with patient context
- Conversation summary, missing details, and next step
- Escalation reason preserved for review
Built for healthcare workflow constraints.
The operating model is designed for real access teams: mixed systems, consent rules, handoffs, audits, and phased launches.
EHR and PM alignment
Wattson can write to supported systems or create staff-confirmed actions when direct automation is not the safest path.
Consent-aware outreach
Communication preferences and SMS, email, and voice consent guide outbound workflows before patients are contacted.
Audit-ready operations
Staff handoffs, preference changes, workflow activity, and analytics are structured for operational review.
Launch without replacement
Teams can start with one high-volume workflow and expand across channels, locations, integrations, and continuity programs.
Launch one workflow, then expand.
Most teams start where leakage is visible, prove the operational lift, and expand into adjacent access and engagement workflows.