Every healthcare and patient access call, scored
Patient calls handled kindly and identity checked every time. Sillana listens to every recording and checks it against your scorecard, so the risky calls surface the same day.
Used by clinics, pharmacies, scheduling centers. 7 day free trial, no card needed.
Why sampling misses the calls that matter
Patient access teams handle scheduling and questions where identity must be verified before any details are shared, and where tone matters as much as accuracy.
What Sillana checks on every call
- Patient identity verified before details
- No medical advice outside the script
- Clear appointment and prep instructions
- Calm, patient tone
Health information: We do not sign BAAs yet. Do not send protected health information until a BAA is in place. See Security and data.
Calls it flags for review
- Details shared before identity verification
- Medical advice outside the script
- Unclear appointment or preparation instructions
- Rushed or impatient tone
Each flag links to the exact quote in the transcript, so a manager can confirm it in seconds and coach the same day.
Questions about QA for healthcare and patient access
Does Sillana verify identity checks on patient calls?
Yes. It checks that the agent verified identity using the steps you define before discussing appointments or records.
Can it score tone and patience?
Yes. Alongside the scorecard it measures pace, interruptions and dead air, and the scoring model judges courtesy with quotes as evidence.
Where is call data stored?
In your Sillana workspace, encrypted at rest, with recordings and transcripts removed after 90 days.
Is Sillana HIPAA compliant? Do you sign a BAA?
We do not sign BAAs yet. Do not send protected health information until a BAA is in place. Write to us if you need one, so we know to prioritize it.
See also: Sillana compared with manual QA, free QA scorecard template, QA cost calculator.