Behind the Agent: Reaching At-Risk Patients When Minutes Matter
As remote patient monitoring scales, so does the volume of abnormal readings that need a response. You can add staff, optimize queues, and redesign workflows, but there’s still a gap between the alert firing and actually reaching the patient.
Cadence took a different path. Rachel Wang joins ElevenLabs for a behind-the-scenes conversation on the voice agent that now calls patients automatically the moment a vital goes out of range - and what it took to get it safe enough to talk to a patient.
Rachel Wang, Vice President of Engineering, Cadence
Caleb Wright, Enterprise Deployment, ElevenLabs
John Durovsik, Growth, ElevenLabs
What we'll cover:
- What the workflow looked like before: alerts routed through a touchtone IVR, clinicians dialing patients by hand, and why hiring couldn't scale with the patient base
- How the agent triggers on an out-of-range reading, runs a symptom assessment, and either resolves the alert per Cadence's protocols or warm-transfers to a nurse on the 24/7 team
- Real metrics: 97% reduction in time to patient contact, 47% higher answer rate than human outreach, and 250,000 calls handled in the first seven months
- Why patients answer an agent more often than a person, and what that changed about how Cadence designs outreach
- What had to be true on clinical safety and escalation design before the agent was allowed to speak to a patient
- Where Cadence draws the line between what the agent resolves and what always goes to a clinician
