Patient Communication Platform

MedConnect Health

The Challenge

The Challenge

MedConnect Health managed patient communications across phone, email, SMS, and a patient portal, all operating as disconnected silos. Response times were slow for non-urgent inquiries, and clinical staff spent a significant portion of their time on administrative communication tasks instead of patient care.

Our Approach

Our Approach

We mapped the full communication landscape across departments, identifying routing bottlenecks, redundant touchpoints, and opportunities for intelligent automation. Our design prioritized patient experience while ensuring compliance with healthcare data regulations at every layer.

The Solution

The Solution

HAKO built a unified multi-channel communication hub with AI-powered triage that classifies incoming messages by urgency, intent, and department. Routine inquiries such as appointment scheduling, prescription refills, and billing questions are handled autonomously, while clinical matters are routed to the appropriate care team with full context. The platform made responses 3x faster and freed up 45% of staff time for direct patient care.