PHI doesn't leak in the calls you reviewed
Argus listens to every patient call, flags PHI disclosed before identity verification, and scores your coordinators on the empathy and clarity that patient satisfaction actually depends on.
Request a demo →“The lipid panel came back normal. Let me read you the values now.”
The calls that quietly become incidents
A coordinator confirms a diagnosis to a family member who turned out not to be authorized. Nobody noticed until the patient complained.
New coordinators give well intentioned medical advice. The compliance team finds out from a survey three weeks later.
Your patient satisfaction score is a number. You have no idea which calls dragged it down or which coordinators are pulling it up.
What Argus does for patient experience leads
PHI handling, on every call
Identity verification before any health information is shared, no unauthorized disclosure, recording disclosure given. All three are checked on 100% of calls.
No medical advice, enforced
When a coordinator says 'you should take' or 'you should stop' about a treatment, Argus marks it critical and pulls the quote for clinical review.
Empathy you can actually score
Warmth, active listening, and a tone free of judgment are evaluated as their own rubric category, with specific moments flagged when a coordinator was procedurally correct but cold.
One finding, pulled from a real report
Coordinator discussed test results with a caller whose authorization on file had expired.
“At 04:18 the coordinator shares lab results after the caller identifies as the patient's daughter. The authorization on file expired in March. Identity was never confirmed again before clinical details were disclosed. This call requires immediate incident review.”