What You Should Know
- Healthcare AI leader Ubie announced that its patient access tool, Smart Support, has earned official qualification on Mayo Clinic Platform.
- Smart Support applies protocol-based clinical reasoning at the front door to evaluate urgency, clinical specialty, and visit type across phone calls, web chat, and patient portal messages before a patient is routed or scheduled.
- Mayo Clinic Platform’s qualification process evaluated Smart Support’s intended use, proposed clinical value, and algorithmic performance to confirm its readiness for enterprise workflows.
- The solution is available to US health systems with centralized contact centers handling over 500,000 calls annually, starting with high-volume workflows like intake, portal message routing, or specialty referrals.
Streamlining Front-Door Patient Access
Traditional patient access relies on a patchwork of disconnected point solutions—including voice assistants, web chatbots, and portals—with inconsistent logic across channels. Consequently, non-clinically trained schedulers are often tasked with determining urgency, specialty, and visit types, or reliance on nurse triage and after-hours messages creates administrative bottlenecks.
Smart Support addresses this operational friction by applying standardized clinical assessments during the first patient interaction:
- Multichannel Intake & Resolution: Resolves routine patient access interactions autonomously and assists staff across phone, web chat, and patient portal messages.
- Pre-Routing Clinical Assessment: Determines clinical urgency, clinical specialty, and visit type at intake before routing or scheduling the patient.
- Resource Optimization: Reserves staff and clinician time for complex tasks requiring human clinical judgment.
Qualification Metrics & Deployment Focus
Qualification through Mayo Clinic Platform’s evaluation process assessed Smart Support’s intended use, proposed value, and clinical and algorithmic performance for integration into real-world workflows.
- Target Market: Available to U.S. health systems with centralized patient access teams handling more than 500,000 calls annually.
- Implementation Strategy: Deployments begin with a single high-volume operational workflow, such as contact center intake, patient portal message routing, or specialty referrals.
“In today’s world, we can find a car, get a loan, buy insurance and book transport to the dealership with the support of AI tools. Patients and health systems can benefit from using trusted AI tools as part of their healthcare experience – without compromising safety and clinical governance,” said Kota Kubo, co-founder and co-CEO of Ubie. “Mayo Clinic Platform’s rigorous qualification process reflects the standard we hold Smart Support to, and helps to create a clearer path for health systems looking to evaluate, adopt, and deploy the technology.”
