Sixty languages, no wait
Full conversation in the patient's own language on the same line, with no interpreter booking and no three-way call. The record is written in the center's working language with the original transcript retained.
Organization type · FQHC
Coverage that works for the people who walk through the door.
Federally qualified health centers serve a broad population while working with tight staffing and budgets. This front door is designed around that reality: multilingual access, extended hours, and reporting tied to the measures the grant supports.
- 60+
- Languages on the same line
- 41%
- Of care gaps closed per outreach wave
- 0
- Additional FTEs to extend hours
In the product
Health center front door, call 1182
MultilingualInbound 17:40 · language detected: Spanish · Rosa V. · 47 · uninsured
Caller
Llevo cuatro días con tos y fiebre, y no tengo seguro médico.
Primum AI
Puedo darle una cita para mañana por la mañana. El costo se ajusta según sus ingresos, le puedo hacer unas preguntas ahora para calcularlo.
Sliding fee screen · household of 4 · income band C → nominal fee $20
Primum AI
Su consulta costará veinte dólares. También puede calificar para Medicaid, ¿le agendo una cita con nuestra asesora de inscripción?
Caller
Sí, por favor.
Appointment 09:20 · enrolment session Thu 14:00 · UDS access + uninsured measures coded
Contact record
- Language
- Spanish · no interpreter
- Cover
- Uninsured
- Sliding fee
- Band C · $20
- Appointment
- Tomorrow 09:20
- Enrolment
- Thu 14:00 booked
- UDS
- 3 measures coded
Written to the record · transcript retained · outreach list updated
Overview
The people you need to reach aren't always the people your staffing model can reach.
- One line, sixty languages, no scheduling of interpreters.
- Sliding fee and enrolment handled in conversation instead of referred to a desk.
- Every contact coded for UDS reporting as it happens.
A health center may be serving patients across languages, insurance situations and very different ability to pay, while the phone team still has to work within a fixed budget. When the queue gets busy, access starts depending on who gets through first, and some of the people who need care simply stop trying.
Primum AI removes the queue as the rationing mechanism. Every caller is answered immediately, in the language they prefer, at any hour, and triaged against the center's protocols. Enabling services, sliding fee applications, insurance enrolment, transport, interpretation, are handled in the same conversation, and every contact is coded so the UDS report is a query instead of a project.
Capabilities
Built around the practical barriers health center patients face
Language, cover, transport and trust, the four things that decide whether a patient reaches care.
Sliding fee and enrolment
Eligibility for the sliding fee scale determined in conversation, Medicaid and marketplace enrolment support offered, and documentation requirements explained plainly instead of posted out.
Enabling services in the same call
Transport arranged, interpretation flagged for the visit, and referrals to food, housing and benefits support made where the center offers them, because an appointment somebody can't reach isn't access.
UDS measures, counted as you go
Care gaps, screening, chronic disease control and access measures coded during the contact, so the annual report draws on data that already exists.
How it works
One patient contact, everything it needs
Health center contacts rarely have one purpose, so the conversation doesn't stop at the first one.
- Arrives
- Decided
- Done
- Returned
01
Answered immediately
Language detected on the first utterance, the patient matched, and the record opened before the conversation begins.
60+ languages
02
Clinical need triaged
The center's protocols applied with acuity banding, and same-day capacity used where the presentation requires it.
Center protocol
03
Enabling needs handled
Sliding fee, cover, transport and interpretation resolved in the same conversation instead of referred to another queue.
Enabling services
04
Coded and reported
Everything added to the record with UDS-relevant coding applied, and open care gaps queued into the next outreach wave.
UDS coding
01
Answered immediately
Language detected on the first utterance, the patient matched, and the record opened before the conversation begins.
60+ languages
02
Clinical need triaged
The center's protocols applied with acuity banding, and same-day capacity used where the presentation requires it.
Center protocol
03
Enabling needs handled
Sliding fee, cover, transport and interpretation resolved in the same conversation instead of referred to another queue.
Enabling services
04
Coded and reported
Everything added to the record with UDS-relevant coding applied, and open care gaps queued into the next outreach wave.
UDS coding
Benefits
Access improves without the headcount
Which is the only version of this that a health center budget can accept.
Hours extend at no marginal cost
Evening and weekend coverage becomes a configuration choice instead of a hiring round, which is how a center serves patients who can't take time off work.
Language stops being a barrier
Patients who previously needed an interpreter appointment get the same service on the same call as everyone else.
Reporting starts with cleaner source data
Measures coded during the contact turn the annual reporting exercise into a query against data you already hold.
In practice
Four contacts at a health center
None of them has a single purpose.
Uninsured, chest infection
Seen + enrolledSame-day appointment booked, sliding fee eligibility determined on the call, and a Medicaid enrolment appointment arranged alongside it.
Call in Haitian Creole
No interpreter neededFull triage and booking in the caller's own language, with the chart written back in English and the transcript retained.
Diabetes, no transport
Ride arrangedOverdue HbA1c identified, appointment booked, and transport arranged through the center's programme in the same conversation.
Outreach wave, 310 patients
127 bookedHypertension control gap worked across a week, with declines and unreachable numbers recorded to shrink the next wave.
Read next
- Primary CareTriage, booking, refills, results, chronic disease reviews and recalls, the complete administrative and first-contact workload of a general practice, running on one layer.Open
- Proactive Patient OutreachRecalls, screening, chronic care reviews, post-discharge checks and no-show recovery run as conversations instead of broadcasts, and every one of them ends in a booked appointment or a recorded reason.Open
- Payment ResolutionEligibility, estimates, statements, payment plans and denials worked through in plain language, so patients understand the bill before it arrives and the practice stops writing balances off.Open
Start with the languages you can't staff
Tell us the three languages that currently need an interpreter appointment. We'll take those calls live and show you the difference between a patient who waits for an interpreter and a patient who is simply answered.