CareCloud (MTBC) Status Update summary

Challenges in traditional front desk operations

• Patient phone calls remain the primary access channel, but staffing shortages and turnover lead to long hold times, missed calls, and revenue leakage.

• Traditional solutions like hiring more staff or IVR systems fail to address unpredictable call volumes and often frustrate patients.

• The core issue is structural, requiring intelligent automation rather than incremental fixes.

Product launch and features

• Announced full launch of stratusAI Desk Agent, an AI phone receptionist for healthcare practices and hospitals.

• Stratus AI Desk Agent is an AI voice agent providing 24/7, human-like conversations to resolve patient calls without hold times or rigid menus.

• Manages up to 80% of inbound calls, automating appointment scheduling, call triage, prescription refills, and more.

• Integrates natively with EHR/practice management systems via secure APIs, ensuring real-time updates and workflow continuity.

• Combined with stratusAI Voice Audit, offers end-to-end call monitoring, quality scoring, and operational insights.

AI-human collaboration and patient experience

• Specialized AI agents handle specific workflows (scheduling, refills, referrals), collaborating for seamless, end-to-end resolution.

• AI manages high-volume, repeatable tasks, while humans handle clinical judgment and complex cases, with seamless escalation as needed.

• Patients experience empathy, zero hold time, and context-aware responses, improving satisfaction and loyalty.