The client needed to automate outbound payer calls that involved agents manually dialling, navigating long IVRs, entering repetitive claim data, and waiting 15–45 minutes on hold.

• Agents performed repetitive tasks: dialling, IVR entry, long hold times.
• Large portions of workday wasted on low-value activities.
• Long waiting periods reduced daily verification throughput.
• High workforce cost with poor scalability.

Viva Voice AI for Automated Payer Calling

Viva Voice AI fully automated the payer-calling workflow:

How It Helped

• Initiated calls automatically to payer numbers.
• Navigated complex IVRs and entered claim/member details.
• Stayed on hold until a representative attended the call.
• Communicated minimum necessary patient and claim details.
• Captured responses and updated workflows/CRM.
• Handled optional warm transfers with context when an agent needed to join.

Result:
Reduced agent idle time, faster eligibility checks, improved accuracy, and better allocation of skilled resources to high-value claim activities