WellNet Healthcare Automates Provider Call Handling with AI

WellNet Healthcare, a third-party administrator (TPA), has integrated EHVAhealth’s conversational voice AI into its operations to handle inbound calls from healthcare providers. The technology covers medical, dental, and vision plan inquiries, specifically automating tasks such as member eligibility checks, benefits verification, and claims status updates.

The deployment utilizes WellNet’s existing infrastructure, connecting directly to its Five9 contact center and Salesforce CRM. When complex issues arise that require human intervention, the AI transfers the call to a live representative, providing them with the context of the interaction to ensure continuity. All call activity is recorded within the CRM system.

WellNet Chief Operating Officer Kathy Samanns stated that the primary goal of the integration is to enhance service speed and accuracy while allowing internal staff to focus on more complex client needs. According to EHVAhealth, the ability to deploy within existing systems rather than replacing them allows for implementation in weeks rather than quarters.