For healthcare call centers
Every patient call held to the same standard.
EmberQA scores every scheduling, billing, and patient access call against your own standards, guides agents through the moments that matter, and coaches them on what they miss.
A missed step on a patient call rarely shows up in a sample.
A skipped identity check. A billing question left unanswered. A patient who hung up unsure how to prepare. Reviewing a handful of calls can’t tell you how often it happens.
If nobody hears it, nobody can coach it.
Better patient calls, from scheduling to billing.
Help agents get it right on the call, see where it went wrong after, and coach it before the next one.
During the call
Put your protocol on screen when it counts.
When a patient mentions urgent symptoms or disputes a bill, Agent Assist shows the steps you’ve set while the agent is still on the call.
Explore Agent AssistAfter the call
Find privacy slips without listening to every call.
Define the issues that matter, like a skipped identity check, and get alerted with the exact moment in the transcript.
Explore Quality AssuranceBefore the next call
Turn every miss into the next coaching session.
See what each agent keeps missing, coach it from their own calls, and let them rehearse tough conversations with an AI caller.
Explore Coaching & TrainingYour rubric, your rules
A patient access scorecard, ready to make your own.
Start from your existing QA forms. Here’s what a patient access rubric could look like.
An example only. Your criteria, weights, and wording are yours to set.
- Verified the patient20
Confirmed identity before discussing anything about their care.
- Understood the need20
Asked what the call was about and listened to the answer.
- Scheduled correctly25
Booked the right visit type, location, and time.
- Protected privacy15
Shared details only with the right person.
- Explained how to prepare10
Said what to bring and when to arrive.
- Showed compassion10
Acknowledged what the patient is dealing with.
Customer story
“EmberQA changed how we approach call quality. Instead of reviewing less than 1% of calls manually, we can now evaluate every call, score agents more objectively, and give each person more targeted feedback.”
Danielle TantonExecutive Director at ECARead ECA’s story- 100%
- Calls reviewed
- 60 → 4 hrs
- Weekly QA review time
“Before EmberQA, reviewing calls across multiple dental offices with different QA requirements was a time-consuming operation. Now we can automatically evaluate 100% of calls, account for each office's unique process, and verify CRM data alongside the call itself.”
Easy to adopt. Easy to approve.
Keep the systems you run today, and give your security team what it needs to sign off.
Works with what you already use.
Agent Assist works with any phone system. QA takes calls from supported recording sources, uploads, or the API, and sends results wherever your team works.
See integrations
Ready for your security review.
Your calls hold information that matters. Our Trust Center gives procurement and security teams the documentation they need in one place.
- HIPAACompliant
- SOC 2 Type 1Audit in progress
- SOC 2 Type 2Audit in progress
Frequently asked questions
Still have questions? Our team can help you connect your channels, map your scorecards, and see how EmberQA fits your workflow.
Talk to our teamSee it on your own patient calls.
Book a demo and we’ll walk you through QA, coaching, and live help on calls like yours.