Opstrel Live: AI call coaching and QA for healthcare call centers Every call coached. Every call audited.
Supervisors can only hear a small share of patient calls, and the mistakes happen on the ones they miss. Opstrel Live is real-time AI call coaching and quality assurance software for healthcare call centers. It coaches your team while the patient is still on the line, and audits every call when it ends.
See one call, start to finish.
Simulated calls with fictional patients and practices.
How it works
It works during the call, not weeks later.
Live Assist sits beside the softphone and starts on its own with each call. Reps don't have to click anything.
It follows the call
Your checklist ticks itself off as the call goes: greeting, recording notice, identity verification, insurance and booking.
It catches the slip
Medical advice, skipped verification or patient details shared too soon get flagged within seconds, while there's still time to fix it.
It brings in a supervisor
When a caller is upset or asks for a manager, the call turns red in the Command Center so a supervisor can step in.
It audits the call
Every call gets a Call Audit when it ends, scored against your audit form. The rep gets specific coaching and a ready-to-paste call note.
For your team
Built for everyone who touches the call.
Remote or in the office, everyone works from the same picture of every call.
Representatives: Live Assist
Reminders in the moment, the right answer about providers and offices on screen, and Practice Calls with an AI caller before taking real ones.
Supervisors: Command Center
See the whole team at a glance, read live transcripts, send a private message or whisper to a rep, and get a brief before taking a call.
Leaders: Call Audits and Insights
Every call audited, not a sample. Weekly team summaries, plus trends on why patients call and what frustrates them, by practice.
Scheduling Hub
A better way to maintain provider preferences.
Spreadsheets get out of date. The Scheduling Hub keeps providers, offices, insurance and visit rules in one place, and puts the right answer in front of the rep during the call.
Fits how you work.
Works beside your softphone. Uses your own checklist and Audit Forms. Each supervisor has their own sign-in, and it installs once on each computer, then updates itself.
Frequently asked questions
What is Opstrel Live?
Opstrel Live is real-time AI call coaching and quality assurance software for healthcare call centers. It coaches patient services representatives during each call and audits every call when it ends.
How does Opstrel Live work with our phone system?
Live Assist runs on each rep's computer beside the softphone and starts on its own with each call. Reps don't have to click anything.
Does Opstrel Live audit every call?
Yes. Every call gets a Call Audit when it ends, scored against your own audit form, and supervisors can check any audit and correct it.
Does it work for remote teams?
Yes. Opstrel Live works for remote and in-office teams. Supervisors can watch calls, message reps and step in from anywhere.
Does Opstrel Live check that callers are told about recording?
Yes. The recording notice is an item on the audit, and the rep gets a reminder if it hasn't been said near the start of the call.
What does the Scheduling Hub do?
The Scheduling Hub is a better way to maintain provider preferences than spreadsheets. It keeps providers, offices, insurance and visit rules in one place and puts the right answer on screen during the call.
Can new hires practice?
Yes. With Practice Calls, new hires can practice with an AI caller before they take real calls.