AI-Powered Clinical Documentation from Care Provider Calls
A large share of care provider-patient communication happens over the phone, not in a scheduled video visit, and that channel had no automatic path into clinical documentation. We integrated RingCentral telephony directly with the healthcare platform so every relevant call — inbound or outbound — automatically flows into a documented, structured clinical record instead of depending on providers to write it up manually afterward.
The Challenge
Care providers handle a significant volume of patient conversations by phone, and none of that was automatically captured or documented — providers either wrote up notes from memory after the call or, more often, the conversation went undocumented entirely. Building this properly meant accurately attributing every call to the right patient and the right care provider, reliably capturing call events even when webhooks were delayed or dropped, and avoiding duplicate documentation when the same call generated more than one event.
The Solution
We integrated RingCentral telephony with the platform using RingCentral's APIs and webhooks to capture call events in real time and attribute each call to the correct patient and care provider. Recorded conversations are processed through AI transcription to generate structured clinical notes, which are routed to the provider for review before anything is added to the patient's record. The workflow also handles reconciliation of missed webhook events and duplicate-activity detection, so the call and documentation history stays accurate even when the telephony platform's event delivery isn't perfectly reliable.
Key Capabilities
- RingCentral API and webhook integration to capture inbound and outbound call events in real time
- Automatic attribution of calls to the correct patient and care provider
- AI transcription of recorded conversations into structured, provider-reviewable clinical notes
- Reconciliation logic for missed or delayed webhook events
- Duplicate-activity detection to keep call and documentation records accurate
Business Impact
- Brought phone-based patient conversations into the clinical record for the first time, instead of leaving them undocumented
- Reduced manual documentation effort for care providers after every call
- Gave care teams more time to focus on patient care instead of administrative write-ups
- Made call-based documentation as reliable and complete as scheduled-visit documentation
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