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🩺 Use Case · Healthcare Triage

From First Contact
to Care Closure
Fully Automated.

See exactly how Stellar Engage's AI CareConnect platform receives a patient call, understands their need, routes them through up to three levels of intelligent triage, and connects them to the right care service, all without a phone menu, hold queue, or human dispatcher.

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7
Patient channels
3
Triage levels
0
Phone menus
24/7
Always available
HIPAA
Compliant architecture
End-to-End Flow

Five Stages. One Intelligent System.

Every patient interaction flows through five integrated stages, from any contact channel, through AI triage, to care delivery, and into the command center for tracking and follow-up.

① Patient Initiation

Any Channel. Any Device. Any Time.

Patients reach Stellar Engage AI CareConnect through any of seven contact channels. No matter how a patient initiates contact, the same intelligent AI agent receives them with the same quality of care and the same zero-friction experience.

📞 Phone Call
💬 SMS / Text
🌐 Web Chat
📱 Mobile App
💊 Pharmacy Kiosk
🩺 Provider Portal
🚑 EMS Console
↓
② AI Triage & Routing

24/7 AI Care Connect Agent

The core intelligence layer. Powered by Natural Language Understanding, the AI agent listens to what the patient says, in their own words, and determines their clinical intent in real time. No menus. No button presses. Just conversation.

Natural Language Understanding Intent Recognition Clinical Triage Engine Real-Time Routing
🚨
Emergency
Immediate transfer / 911 with full context
🧠
Specialist Agent
Cardio / Psych / Ortho and more
📋
Extended Triage
Deep symptom clarification
📅
Schedule & Coordinate
Appointments, reminders, referrals
↓
③④ Specialist Routing & Care Providers

Based on triage outcomes, the patient is seamlessly connected to the appropriate care pathway, whether that's a specialist AI agent for further clinical intake, or direct connection to a care service provider.

💊
Pharmacy & Retail Health
Prescriptions, refills, health screenings
🚐
Mobile Health Units
In-community care dispatch
🏥
Hospital & Clinic
Primary & specialty care
🏘
Community Health Centers
FQHCs & local clinics
🤝
Community Organizations
Social & behavioral health
💻
Telemedicine
Virtual care & remote consults
🚑
EMS Dispatch
Emergency services with context
↓
⑤ Tracking & Command Center

Every Case Tracked. Nothing Falls Through.

Every patient interaction is logged, documented, and tracked to closure. The Stellar Engage Command Center gives care coordinators real-time visibility into every open case, follow-up needed, and outcome recorded.

📝 Service Documentation
📆 Future Appointments
🔔 Call Reminders
💊 Prescription Reminders
✅ Case Closure
Triage Intelligence

Three Levels of Intelligent Triage

Not every patient need is the same, and the AI knows it. Stellar Engage's triage engine operates across three distinct levels of intelligence, matching the depth of the response to the complexity of the patient's need.

🎯
Level 1

Surface Triage, Instant Intent Routing

For clear, straightforward patient needs, the AI resolves or routes immediately, in seconds. The patient states their purpose, the AI understands, and the action begins. No clarifying questions, no hold time, no menus.

Prescription Refill
"I need to refill my metformin" → routes to pharmacy services
Appointment Scheduling
"I'd like to book an annual checkup" → checks calendar, offers slots
Billing Inquiry
"I have a question about my bill" → routes to billing team
Test Results
"Are my lab results in?" → checks patient portal, notifies
🧠
Level 2

Deep Triage, Specialist AI Agents

For complex or ambiguous clinical presentations, the primary AI agent escalates to a domain-specific Specialist AI Agent, an AI trained specifically on the clinical workflows, terminology, and care pathways of that specialty. The specialist agent conducts a structured clinical intake conversation, gathering the information needed to route the patient to exactly the right level of care.

❤️
Cardiology Agent
Chest pain, palpitations, cardiac history
🧠
Behavioral Health Agent
Mental health, crisis assessment, therapy
🦴
Orthopedics Agent
Injury, mobility, pain assessment
👶
Pediatrics Agent
Child symptoms, developmental concerns
💊
Pharmacy Agent
Drug interactions, dosage, refill protocols
🩻
Custom Specialty Agent
Configured to your care network
🚨
Level 3

Emergency Escalation, Immediate Human Transfer

When the AI identifies life-threatening indicators, chest pain combined with shortness of breath, suicidal ideation, stroke symptoms, or explicit emergency statements, it does not attempt to complete the interaction. It immediately initiates an emergency transfer, providing the receiving dispatcher or clinician with a full transcript of the conversation, the patient's stated symptoms, and any account data retrieved, so no time is lost repeating information.

🔴 Trigger Signals
  • → Chest pain + shortness of breath
  • → Stroke symptom indicators
  • → Suicidal or self-harm statements
  • → Pediatric respiratory distress
  • → Severe allergic reaction signals
⚡ What Happens
  • → Immediate 911/EMS transfer initiated
  • → Full conversation transcript shared
  • → Patient location & account data sent
  • → Supervisor alerted in command center
  • → Case auto-flagged for follow-up
Real Scenarios

Four Patients. Four Different Pathways.

See how the AI CareConnect agent handles diverse real-world patient contacts, from routine care coordination to urgent emergency escalation.

🚨
Maria, 62, Phone Call
Emergency escalation · Level 3 triage
Emergency
Patient
"I've been having chest tightness for about 20 minutes and I feel short of breath. My left arm is a little numb."
AI CareConnect Agent
"Maria, I'm connecting you to emergency services right now. Stay on the line, please don't hang up. I'm sharing your location and your symptoms with the dispatcher."
🚑 Outcome: Immediate 911 transfer with full transcript · EMS dispatched · Case flagged for care coordinator follow-up
🧠
David, 34, Web Chat
Specialist AI Agent (Behavioral Health) · Level 2 triage
Specialist
Patient
"I've been feeling really anxious and I haven't been sleeping. I don't know if I need therapy or medication or what."
AI CareConnect Agent
"I understand, that combination of anxiety and sleep disruption is something we can address. I'm connecting you with our Behavioral Health intake agent to get a fuller picture and find the right support for you."
Behavioral Health AI Agent
"Hi David, I'm going to ask you a few quick questions so we can find the best care path for you. How long have you been experiencing these symptoms, and have you spoken with a mental health provider before?"
✓ Outcome: Structured intake completed · Scheduled with licensed therapist (3 days) · CBT resources sent via SMS
💊
James, 48, SMS
Instant resolution · Level 1 triage
Resolved
Patient
"Hi I need to refill my lisinopril. Running low."
AI CareConnect Agent
"Hi James, I've verified your prescription. Your lisinopril 10mg refill has been submitted to your preferred pharmacy. It'll be ready by 3pm today. Want a reminder when it's ready?"
Patient
"Yes please."
✓ Outcome: Prescription submitted · Ready-by reminder scheduled · Total interaction: 38 seconds · Zero human involvement
📅
Elena, 71, Pharmacy Kiosk
Schedule coordination + care network · Level 1–2 triage
Coordinated
Patient
"I haven't had a mammogram in two years and my doctor said I should. I'm not sure where to go or how to schedule it."
AI CareConnect Agent
"That's easy to arrange, Elena. Based on your location, the nearest imaging center with availability this week is 2.3 miles away. I can book you for Thursday at 10am and send a reminder to your phone. Would you also like me to notify your primary care physician once it's complete?"
Patient
"Yes, that would be great."
✓ Outcome: Imaging appointment booked · Reminder set · PCP notification queued for post-procedure · All documented in command center
Infrastructure

Built Entirely on AWS.

Every layer of the AI CareConnect platform runs on HIPAA-eligible AWS services, encrypted, scalable, and managed without on-premise hardware.

Patient Channels
📞 Phone
💬 SMS
🌐 Web
📱 App
💊 Kiosk
🩺 Portal
Security & Networking
AWS WAF
VPC
AWS KMS
MFA
HTTPS/SSL
AES-256 SSE
Delivery & Load Balancing
Amazon CloudFront
NLB
ALB
API Gateway
AI & Voice
Amazon Connect
Amazon Lex
Amazon Transcribe
Amazon Bedrock
Contact Flows
Data & Storage
Amazon S3
RDS (MySQL)
Lambda
Kinesis
Lake Formation
Analytics & Reporting
Amazon QuickSight
EC2 Webserver
CloudWatch
🔐
HIPAA-Eligible Architecture, All AWS services used in AI CareConnect are HIPAA-eligible. All PHI is encrypted at rest (AES-256) and in transit (HTTPS/TLS). BAA available. Audit logs maintained for all data access events.
Intelligent Command Center

Every Case. Every Outcome.
Always Visible.

The AI CareConnect Command Center gives care coordinators and administrators a live dashboard of every patient interaction, open cases, upcoming appointments, medication reminders due, and flagged interactions requiring human review.

  • Real-time case tracking, open, in-progress, and closed
  • Automated appointment and prescription reminder workflows
  • Supervisor alerts for escalated or flagged interactions
  • Full transcript search across all patient contacts
  • Sentiment and outcome analytics per care pathway
  • Customizable KPI dashboards per department or role
Explore Full Analytics Suite →
AI CareConnect, Command Center
Command Center Dashboard
🩺 Ready to Deploy

See AI CareConnect Handle Your Patients

Our healthcare demo shows a live AI agent triaging real patient scenarios, end to end. Book a session with our healthcare solutions team or access the live demo now.

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