Customer Success Manager Tess Witt shared how top healthcare contact centers are leveling up patient support with Balto. See how real-time prompts guide agents through complex calls, helping teams stay nearly 100% compliant with HIPAA and other regulations. With Balto, you can effectively “listen” to every call, surfacing coaching moments and sentiment trends that go unnoticed with random sampling. The result? Agents can handle sensitive conversations with empathy and precision and you can finally have the full picture. Help your customer service team focus on the relationship–let Balto handle the rest.
Speaker
Tess Witt
Customer Success Manager
TL;DR
From scheduling to compliance, patient interactions shape satisfaction scores and care outcomes. Balto empowers agents and enhances care quality, right within your existing softphone client.
Human + AI = Superhuman results
How It Works
- Agent Assist: Real-time prompts, policies, and scripts
- Compliance Monitoring: CMS + HIPAA adherence on every call
- Note Taking: Captures info for continuity of care
- Coaching: Scalable training from top performers
Coaching that Drives Performance
Never start a session with “I listened to this one call…” again.
Balto surfaces coaching moments from 100% of interactions.
Auto-generated, actionable coaching packets from your supervisors means faster, sharper improvements from your agents.
Let Agents Focus on What Matters Most
Balto listens, takes notes, scripts disclosures, and tracks patient data.
Agents are free to focus on empathy and patient care—not multitasking.
Real-Time Compliance, Every Time
Supervisors receive live alerts for missed disclosures and escalation risks.
With full visibility into every call, you always stay compliant with CMS and HIPAA standards.
Metrics That Move With You
Go beyond “what happened” to “what’s changing.”
Spot trends like fewer booked appointments or rising complaints before they impact care.
Case Studies
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How EmpiRx Scales Faster and Delivers “White Glove” Service with Balto
EmpiRx moved customer service in-house and needed to train a brand-new team—fast. With Balto, they ramped quicker, improved consistency, and gave agents the confidence to handle complex calls. Challenge: Starting from Zero EmpiRx is a pharmacy benefit manager, and our customer service team supports inbound calls from members, pharmacies, and providers with pharmacy insurance questions. For years,…
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Integris Health Enhances Patient Support and Operational Efficiency with Balto
Integris Health, Oklahoma’s largest healthcare system, is utilizing Balto’s AI-powered real-time guidance platform to significantly improve patient interactions and streamline operations within its contact center. Faced with the challenge of managing high call volumes and ensuring active listening across its complex billing and patient financial services, Integris Health implemented Balto to enhance quality metrics, reduce…
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How One Mnet Health Optimizes Compliance and QA with Balto
“Balto has helped us transform our compliance and onboarding processes, and the real-time reporting features have been a game-changer. Our agents feel more confident, and we have the data we need to coach them effectively.” One Mnet Health, a leader in medical billing and first-party collections, faced challenges in maintaining compliance, onboarding agents quickly, and…
