Provider Office Follow-Up

A B2B agent that calls provider offices on behalf of a referring organization to chase the status of referrals and prior authorizations. Navigates IVR menus to reach the referrals or authorizations department, waits silently through transfers, and re-introduces itself when handed off to a new staff member.

Captures the full state of each request in a single call: whether the referral was received, the authorization status (approved with number, pending with expected decision date, denied with reason, or not required), and the scheduling status (booked with date and time, patient contacted, awaiting documentation, or unreachable). Handles "referral not found" by offering to resend and capturing the right fax or portal, and collects any documentation requests with delivery method and deadline. Tightly scoped to operational language — no clinical or diagnosis discussion.