FAQ

Opkit is a software platform that automates routine outbound phone calls for healthcare organizations. Opkit allows users to define phone call “tasks” that are subsequently executed by AI agents. These tasks would normally be executed by humans.

Opkit is built specifically for healthcare administrative use-cases and is intended for use by healthcare providers and other organizations that perform healthcare administrative tasks, such as medical billing companies. Organizations that benefit from Opkit also include medical practices and clinics, digital health startups, telehealth companies, hospitals and health systems, and credentials verification organizations.

Opkit performs phone call tasks faster, more accurately, and less expensively than full-time employees and offshore contractors. Opkit’s platform allows healthcare organizations to avoid owning and operating their own call centers. It also scales horizontally with task volume, meaning that phone call tasks are completed quickly even when volume suddenly spikes. Furthermore, Opkit’s AI automatically extracts information from phone calls, elimninating data entry and human error. Finally, Opkit has a developer API and various application integrations that allow customers to integrate automatic phone calls directly into their key systems.

Opkit is capable of automating an wide variety of calls, but the most common use-cases involve calling health insurance companies. For example, Opkit can be used to verufy patients’ health insurance eligibility and benefits (Verification of Benefits), secure prior authorization, and follow-up on claims.

If your organization is in the healthcare industry and operates a call center or has a repeatable phone call-based task, it is probably a good fit for Opkit.

Opkit’s AI is remarkably flexible and can handle the majority of phone call tasks - even complex ones. We also have humans-in-the-loop that can step-in to complete tasks where the Opkit AI falls short. This is how we ensure our customers get successful task results every time.

Opkit’s AI is able to complete tasks without human intervention in a high percentage of cases, although this percentage varies based on the type of task. To mitigate situations where the Opkit AI is unable to complete a task, we designed our plastform with “humans-in-the-loop”. In other words, Opkit has call center agents that can step-in to complete any failed tasks.

Opkit is significantly cheaper than full-time employees. With Opkit, you pay for phone call task automation; you avoid costs associated with hiring, employment, and retention. Opkit also gives you the flexibility to scale up and down at will. You don’t have to pay for excess capacity when task volume is low, and you don’t have to wait for new teammembers when task volume suddenly increases.

Opkit is faster and more reliable than offshore contrators. Opkit’s AI extracts information from phone calls accurately and eliminates human error. Opkit also provides call recordings, transcripts, and metrics that make it easy to measure speed and service quality. With offshore contractors, it can be challenging to monitor performance. Furthermore, Opkit gives you the flexibility to scale up and down at will. You don’t have to pay for excess capacity when task volume is low, and you don’t have to wait for new contractors when task volume suddenly increases.

Yes! Opkit has a range of useful tools and data interfaces for developers, including a robust HTTP API that supports common actions like creating tasks, fetching task results, and downloading call recordings. You can learn more about Opkit’s developer resources here.

You can sign up for Opkit by emailing our sales team at sales@opkit.co.

Opkit utilizes a usage-based pricing model. We charge a fixed fee for each phone call task. We also require a monthly minimum volume commitment. Your contract may include additional one-time or recurring fees based on the scope of your Opkit implementation.

Yes! Opkit is highly-secure and utilizes security best practices, including encryption-in-transit, encryption-at-rest, network security mechanisms, Virtual Private Cloud (VPC), and more. Opkit is built on Amazon Web Services, the leading secure cloud, and is SOC 2 Type 2 compliant. You can learn more about Opkit’s security posture by visiting our Trust Center.

Yes! Opkit is HIPAA compliant and certified. We sign a standard Business Associate Agreement with every customer.

Opkit participated in Y Combinator, the world’s most prestigious startup accelerator, and is backed by top venture capital firms such as Global Founders Capital (known for investing in top companies such as Headway, Slack, and Brex). Opkit’s founders are software engineers with deep experience in healthcare IT and administration. We are obsessive about improving our product and delivering value for our partners.

A task is the main unit of work within the Opkit platform. It can be associated with one or more calls, depending on how many calls are necessary to successfully complete the task. Opkit deals in tasks rather than calls because we recognize that, in some cases, multiple calls may be necessary to complete your task. This is also why Opkit charges on a per-task basis - because we don’t want customers to be “on the hook” for failed calls.

You can access the results of a completed taks through the Opkit web dashboard or developer API. You may also have access through bulk data delivery and/or custom integration, depending on the nature of your Opkit implementation and contract.

Opkit provides call recordings and transcripts with every completed call, which can be used to verify accuracy and completeness. - Accuracy: Opkit has correctly recorded information as it was communicated during the call - Completeness: Opkit has recorded all of the objectives that came up during the call

On average, the time required for Opkit to complete a task is roughly equal to the duration of the phone call. In other words, if the call typically takes 15 minutes, Opkit will complete the task in about the same out of time, plus a few additional minutes for processing. Opkit ends up being significantly faster than in-house call center teams because it is not subject to throughput limitations. Consider a company that employs a single call center representative. If the company suddenly need to execute two phone call tasks, this can only be done sequentially; the second task will be completed in 2 * Average Call Duration minutes. Opkit, on the other hand, can scale horizontally with your task volume, meaning both tasks will be executed in parallel and the second task will be completed in 1 * Average Call Duration minutes.

This is a conservative estimate based on the assumption that most target phone numbers are unavailable or offline outside of US business hours. Opkit advertises a turnaround time of 24 EST business hours because this mostly guarantees that Opkit will have an opportunity to reach the target and complete the task.

Opkit is constantly adding new context items. If your task requires a context item that isn’t already available, please reach out to your Opkit representative. We can add it right away.

Opkit is constantly adding new objectives. If your task requires a objective that isn’t already available, please reach out to your Opkit representative. We can add it right away.

If you can’t find the appropriate call template for your task, it may indicate a net-new use-case for Opkit. Contact your Opkit representative about adding support for this use-case.

Supporting customers on Opkit is expensive. The monthly minimum volume commitment helps us cover this cost for all customers, regardless of their size or task volume.