Skip to content
NewPazau Agent 3 is here: Procedures that test themselves before they go live
Healthcare

Patient access, handled end-to-end under a BAA.

Pazau Agent schedules and reschedules visits, explains bills, sets up payment plans and routes refill requests, reading from Epic or Oracle Health. PHI is redacted before any model call, and the agent never gives clinical advice.

Book a demoSee Pazau Guard
HIPAA BAA availablePHI redacted before inferenceNo clinical advice, everNever trains on your data
Patient access · Conversation #2,381,560
Portal chat · EN
I need to move my knee MRI on Thursday. Also the swelling is worse today, is that normal?
Pazau Agent
I can move your MRI. Friday at 8:15 at Northside Imaging is open. About the swelling, I can't give medical advice, so I've messaged Dr. Patel's care team and a nurse will call you today. If it's severe, call 911 or go to urgent care.
MRI knee w/o contrast · Northside Imaging
Fri, Oct 2 · 08:15
Confirmed
Trace7 steps · exportable
  1. Guard · PHI redactedName, DOB, MRN → tokenized before model call
  2. Action · verify_patientDOB + ZIP + SMS code · verified
  3. Procedure matchedReschedule imaging (v8)
  4. Clinical guardrailSymptom question → no advice · safety script
  5. Action · create_inbasket_messageEpic In Basket → ortho nurse pool · priority
  6. Action · reschedule_appointmentThu 10:30 → Fri 08:15 · prep sent
  7. ResolvedNo handoff · 2m 11s · care team notified
64%
of scheduling conversations resolved end-to-end
0
PHI fields sent to a model provider in clear text
24/7
patient access across portal, SMS and phone
−46%
abandoned calls on the patient access line
Top use cases

Administrative work, done right. Clinical questions, routed to clinicians.

Pazau handles the non-clinical conversations that fill your call center: access, billing and coverage. Anything clinical goes to your care teams with context.

01

Scheduling and rescheduling

64%
resolved with no scheduler

New visits, reschedules and cancellations against real provider templates. Pazau respects visit types, referral requirements and prep instructions, and fills cancellations from the waitlist.

Procedure · Reschedule appointmentLive
  1. 1.Verify identity with verify_patient (DOB + ZIP + one-time code).
  2. 2.Find the visit with get_appointments and open slots with find_slots for the same visit type.
  3. 3.Imaging and procedures: resend prep instructions after reschedule_appointment.
  4. 4.Freed slot → offer it to the waitlist with notify_waitlist.
Actionsverify_patientget_appointmentsfind_slotsreschedule_appointmentnotify_waitlist
02

Billing questions and payment plans

58%
of billing contacts closed by AI

Patients ask what they owe and why. Pazau explains the statement line by line, applies financial-assistance screening, and sets up payment plans within the terms your revenue cycle team defines.

Procedure · Statement question → Payment planLive
  1. 1.Pull the balance and line items with get_statement.
  2. 2.Explain charges in plain language. Never speculate on coding.
  3. 3.Offer plans up to 12 months, $25 minimum with create_payment_plan.
  4. 4.Coding disputes and assistance over $2,000 → queue: patient financial services.
Actionsget_statementscreen_financial_assistancecreate_payment_plantake_payment
03

Prescription refill requests

2 min
median request time, down from 11

Pazau checks refill eligibility, creates the request for the prescriber, and tells the patient when to expect an answer. It never approves, changes or advises on medication.

Procedure · Refill requestLive
  1. 1.Confirm the medication from the active med list with get_medications.
  2. 2.Create the request with create_refill_request. Controlled substances → route: prescriber, no AI response.
  3. 3.Tell the patient the standard turnaround (2 business days).
  4. 4.Side effects or dosing questions → guardrail: clinical, nurse line.
Actionsget_medicationscreate_refill_requestcreate_inbasket_message
04

Insurance and coverage checks

71%
of coverage questions resolved

Real-time eligibility, in-network questions and good faith estimates for self-pay patients, with the source of every answer in the trace.

Procedure · Coverage questionLive
  1. 1.Run eligibility with check_eligibility (270/271 via clearinghouse).
  2. 2.Share copay, deductible remaining and network status only from the response.
  3. 3.Self-pay patients get a good faith estimate with create_gfe.
Actionscheck_eligibilitycreate_gfeupdate_coverage
05

Patient portal access

88%
of portal issues fixed in one contact

Locked accounts, proxy access for parents and caregivers, and activation codes. The most common call in many access centers, and one of the easiest to resolve safely.

Procedure · Portal accessLive
  1. 1.Verify identity with verify_patient. Two failures → handoff: access center.
  2. 2.Reset with send_portal_activation. Never read codes aloud on voice.
  3. 3.Proxy access requests require form: proxy authorization before grant_proxy.
Actionsverify_patientsend_portal_activationgrant_proxy
06

Referral and authorization status

−2
transfers per referral inquiry

Where is my referral, and did insurance approve it? Pazau reads work-queue status and tells the patient what happens next, instead of transferring them twice.

Procedure · Referral statusLive
  1. 1.Look up the referral with get_referral and prior auth with get_auth_status.
  2. 2.Pending over 10 days → escalate with create_task to the referral coordinator.
Actionsget_referralget_auth_statuscreate_task
Compliance

HIPAA controls that are built in, not bolted on.

Your privacy officer will ask where PHI goes, who can see it, and what the AI is allowed to say. Here are the answers, and they are in the contract.

Pazau Guard · Healthcare policy log
  • RedactedMRN and DOB tokenized before model call
  • BlockedDraft reply suggested ibuprofen dosing → rewritten, nurse line offered
  • HeldSelf-harm language detected → 988 script, live handoff
  • ScopedProxy user · pediatric record only (minimum necessary)
  • LoggedPHI access by agent R. Diaz · reason: billing inquiry
HIPAA

Business Associate Agreement

A BAA is available on Business and Enterprise plans. Pazau's HIPAA program is audited annually alongside SOC 2 Type II and ISO 27001, and every sub-processor that touches PHI is under a BAA too.

Pazau Guard

PHI redaction before inference

Names, dates of birth, MRNs, addresses and 14 other identifiers are tokenized before any model call and restored only in the patient-facing reply. Model providers keep nothing.

Guardrail

No clinical advice

A dedicated guardrail detects symptoms, dosing and diagnosis questions. The agent never answers them. It routes to your nurse line or care team, and follows your emergency script when needed.

Minimum necessary

Scoped access, full audit

Actions return only the fields a Procedure needs. Human access to PHI is role-based and logged with a reason, and traces are retained for six years or on your schedule.

TCPA

Consent-aware outreach

Reminders and waitlist offers by SMS respect consent flags and quiet hours from your EHR. Opt-outs are honored across every channel within the same conversation.

State law

Consumer health data rules

Controls for Washington's My Health My Data Act and similar state laws: no sale, no secondary use, deletion on request, and we never train on your data.

Visit the Trust CenterRead our AI Addendum
Integrations

Reads from the EHR. Writes only what you allow.

FHIR R4 and vendor APIs for scheduling, billing and messaging. Every write Action is scoped per Procedure and reviewable by your integration team before it goes live.

Browse all integrations
EHR
EpicOracle Health (Cerner)athenahealthMEDITECHeClinicalWorks
Revenue cycle
Epic ResoluteWaystarAvailityExperian Health
Payments
InstaMedStripeAdyen
CRM & contact center
Salesforce Health CloudGenesysTwilioZendesk
Proof

Trusted by health systems and digital health companies.

From multi-state hospital networks to virtual-first clinics, healthcare teams run Pazau under a BAA for patient access, billing and member support.

30+
health systems and digital health companies under a BAA
9M+
patient conversations handled in the last 12 months
64%
median resolution rate on scheduling conversations
4.7/5
average patient CSAT on AI-resolved conversations
  • A 14-hospital network moved after-hours scheduling to Pazau and filled 3,100 cancelled slots from the waitlist in one quarter.
  • A virtual-first primary care company handles 70% of billing questions with Pazau Agent and cut time to payment plan from days to minutes.
  • A specialty pharmacy routes refill requests through Pazau with zero clinical responses sent by the AI, verified on 100% of conversations by Pazau Insights.
  • Security reviews close faster: our HIPAA, SOC 2 and ISO 27701 reports cover the questions most privacy offices ask.
Who runs Pazau under a BAA
Hospital networksAcademic medical centersVirtual-first clinicsSpecialty pharmacyBehavioral healthHealth plansDental groups

Healthcare customers are not named publicly. Reference calls are available under NDA during an evaluation.

FAQ

Questions we hear in every evaluation.

Will you sign a BAA?+
Yes. A BAA is available on Business and Enterprise plans, and our standard BAA covers every sub-processor that handles PHI. Your privacy team can review it during evaluation.
How do you stop the AI from giving medical advice?+
A clinical guardrail runs on every reply. Symptom, dosing and diagnosis content is blocked and rewritten into a handoff to your nurse line or care team. Pazau Insights checks 100% of conversations for it after the fact too.
Does PHI reach the model provider?+
Identifiers are tokenized before inference. Model providers operate under zero data retention and a BAA. Pazau never trains foundation models on your data.
Do you integrate with Epic?+
Yes, through FHIR R4 and Epic's APIs for scheduling, In Basket messaging and billing. Oracle Health (Cerner), athenahealth and MEDITECH are supported too.
Why don't you name healthcare customers?+
Many health systems don't allow vendors to use their names. We share references under NDA once an evaluation is underway.

Give your access center its evenings back.

Bring 1,000 de-identified patient conversations. We'll show you how many Pazau resolves end-to-end, and every one the clinical guardrail caught.

Book a demoSee pricing