DexCare has acquired Mila Health, combining its patient access technology with AI agents designed to coordinate appointments and multi-step patient journeys.
Mila’s technology uses AI agents that call, text and chat with patients to arrange appointments, prepare them for care and check in with them afterwards.
The agents use DexCare’s access data model, which standardises scheduling information and health system rules covering referrals, insurance and scheduling protocols.
DexCare says the model has been used across more than 10m bookings and keeps health system rules under the organisation’s control.
The combined platform is designed to support more complex care coordination by allowing AI agents to work within approved workflows and health system rules.
Mila’s agents can assess factors including appointment availability, patient eligibility and whether a closer or more appropriate option exists.
Matt Blosl, chief executive of DexCare, said: “Mila gives our data a voice, and our data gives Mila direction.
“AI solutions are everywhere, but health systems quickly realise that building the infrastructure, scaling the pilot, and managing the agent’s boundaries is untenable.
“Most agents lack contextual awareness to connect a health system, to know the relationships between service lines and the nuances and preferences of staff, locations and providers.
“Any agent can sound incredibly human, but ours understands the health system it speaks for.”
DexCare says Mila works with healthcare payers, providers and software systems.
The company reports that Mila’s agents achieve a 54 per cent patient response rate during outbound outreach, which it says is 80 per cent higher than manual call centres.
It also says Mila’s agents reduce no-show rates by 50 per cent and increase revenue by 18 per cent.
Shailu Verma, co-founder and chief executive of Mila Health, said: “Healthcare can’t rely on out-of-the-box large language models because they’re unpredictable and can’t be audited.
“With DexCare, providers and payers can configure an AI agent to complete the tasks they can’t staff for and trace how it decided each step. Mila solves more and escalates less, so leaders can place their people on the work that needs a person.”
