Keep the path to care connected, wherever it begins.

Yes. Five9 is HIPAA compliant and signs a Business Associate Agreement (BAA) with covered entities and business associates before any protected health information moves through the platform. Five9 healthcare contact centre software runs on administrative, physical and technical safeguards built for regulated data and holds independent certifications including SOC 2 Type II, PCI-DSS and GDPR, alongside HIPAA. That means your compliance team gets a documented, audited foundation instead of a promise.

Patient access is everything that moves someone from their first call to a scheduled, financially cleared visit: registration, private health insurance and eligibility verification, referrals, prior authorisation, appointment scheduling and follow-up. It's the front door of the patient journey and the front end of the revenue cycle, so a slow or confusing experience here costs organisations both patients and revenue. Five9 patient access solutions bring these workflows into one connected experience across phone, chat and self-service, so patients get answers faster and staff spend less time on repetitive requests.

Yes. Five9 Fusion for Epic is a native integration built for Epic's Toolbox programme, so agents work inside Epic itself instead of toggling between systems. Patient data flows in real time between the two platforms, and agents can launch outbound scheduling actions, like Cheers and Cadence dialling, directly from the record. The result is fewer screens, fewer errors and a patient interaction backed by the most current information available.

The same BAA and HIPAA safeguards that cover a human agent's call cover a Five9 AI Agent's interaction: least-privilege access to only the data a given task requires, encryption and a full audit trail of what happened and when. In regulated environments like healthcare, every AI agent dialogue flow is scripted and scoped in advance, so it can pull the information a task needs without being able to wander into unrelated PHI. If a request falls outside that scope, the interaction hands off to a live agent with full context, rather than continuing on its own.

Yes. Five9 cloud-native architecture scales up and down automatically, so a spike in open enrolment or flu-season call volume doesn't require new hardware, new lines or a hiring scramble. Self-service and AI Agents deflect the routine, high-volume requests, like eligibility checks and appointment scheduling, freeing human agents to focus on the calls that need them most. Five9 healthcare contact centre software already supports organisations processing hundreds of millions of transactions a year, so the platform is built for peak, not just average, demand.

Scope, not judgement calls. A Five9 AI Agent operates inside a scripted, pre-approved dialogue flow built for administrative tasks, such as scheduling, eligibility checks and referrals, and clinical questions simply aren't part of that flow. The moment a conversation touches diagnosis, treatment or anything requiring a doctor's judgement, the AI agent escalates to a live agent or clinical staff member with the full conversation history attached, so the patient never has to repeat themselves and never receives advice the AI Agent isn't authorised to give.