Campus to Commure: University of Waterloo

Healthcare call centers are facing mounting operational pressure. Surging call volumes, rising patient service expectations, staffing gaps, cost constraints, and outdated infrastructure are all limiting their ability to respond effectively.

The operational impact is measurable. Average hold times now exceed four minutes, well above the 50-second industry benchmark set by the HFMA. Roughly 30% of patients abandon the call if they wait longer than a minute. And when they do reach an agent, only half of the issues are resolved on the first attempt.

Staffing is also a persistent bottleneck to meeting patient needs. Many centers operate at just 60% of their necessary capacity, and are particularly under-resourced during evenings and weekends. Labor accounts for nearly half of total call center costs, and because call volume scales linearly with staffing needs, increasing headcount quickly becomes cost-prohibitive.

Agentic AI offers solutions to automate high-volume, rules-based tasks such as scheduling, insurance verification, and routine triage. This helps healthcare organizations handle more requests with fewer manual steps, respond more consistently to patients, and stay available at all hours without adding staff.

What Healthcare Call Centers Handle Today

Healthcare call centers are no longer just support functions, they’re a core part of how patients navigate and access care within a health system. On a typical day, human agents manage thousands of inbound requests covering a wide spectrum of operational and clinical needs, including:

• Appointment scheduling and rescheduling
  
  
• Prescription refill and prior authorization requests
  
  
• Insurance eligibility and benefits verification
  
  
• Billing inquiries and payment support
  
  
• Referral coordination and authorization follow-up
  
  
• Nurse triage routing based on symptom severity
  
  
• General service questions (e.g., location, hours, provider availability)
  

Typically, these patient requests outlined above are not one-question calls. A single patient interaction often spans multiple categories, for example, rescheduling an appointment, verifying insurance coverage, and requesting a medication refill. Handling these requests typically requires agents to navigate EHRs, payer portals, and internal communication systems. Each added layer increases average handle time and the likelihood of handoffs or callbacks.

Increasingly, patients expect real-time service and seamless digital experiences. What was once a back-office support function has evolved into a high-volume, front-line service channel that demands speed, consistency, and the ability to scale with demand. Luckily, many of the tasks driving that demand are repetitive and rules-based, making them ideal candidates for automation.

What Tasks AI Healthcare Call Centers Can Automate

AI agents are not traditional chatbots or Interactive Voice Response (IVR) systems; they’re workflow-oriented tools designed to execute discrete, high-volume tasks across multiple systems without human input. Unlike traditional LLM-based AI technologies, AI agents can retain context across conversations, interact with third-party applications and data sources, and respond dynamically to real-time requests.

In healthcare call centers, their highest-impact use cases fall into a few key operational categories:

• Appointment Management: AI agents can schedule, confirm, reschedule, and cancel appointments by integrating with an EHR’s scheduling module. They support both inbound and outbound workflows, enabling patients to make changes via voice or chat. By automating these common tasks, health systems can reduce average handle time and lower the volume of follow-up calls resulting from missed or unconfirmed appointments.
  
  
• Prescription Refill and Prior Authorization Intake: Rather than routing refill and authorization requests to nursing staff, AI agents can collect relevant medication details from patients, initiate the request via structured forms or EHR-integrated prompts, and push the case into existing pharmacy workflows or prior auth queues. This streamlines medication access, freeing clinical teams to focus on more complex cases.
  
  
• Insurance Verification: Agents can interface with payer portals and eligibility databases in real time to confirm active coverage, identify copays, and check for plan-specific limitations. Depending on their configuration, AI agents can either retrieve information to assist a human agent or fully automate the eligibility lookup process, eliminating back-and-forth calls and manual portal navigation.
  
  
• Triage Routing and Intent Detection: Using natural language processing, AI agents can capture patient intent (e.g., “I have chest pain” vs. “I need a referral”) and match it to predefined routing logic. For flagged clinical terms or symptom combinations, they can escalate directly to a triage nurse or refer them to the emergency room based on the urgency. For non-urgent requests, they can direct the patient to self-service tools or begin the intake workflow.
  
  
• Follow-Up and Post-Visit Outreach: AI agents can initiate proactive contact after a visit, sending discharge instructions, satisfaction surveys, or medication reminders via SMS, phone call, or patient portal messages. They can track responses and escalate any red flags (e.g., patient reports worsening symptoms) to the appropriate care team.
  

These agents interact with EHRs, CRM platforms, payer systems, and internal scheduling tools in real time, either pulling in data to inform conversations or pushing updates based on patient responses. By taking on these repeatable, structured tasks, AI agents reduce the burden on human staff, accelerate response times, and allow organizations to scale without increasing headcount.

Beyond the Call Center: Expanding the Role of AI Healthcare Agents

While healthcare call centers are a practical first area for health systems to apply this technology, the potential uses for AI agents extend much further. Commure offers a growing portfolio of agents designed to support operational workflows across patient engagement, revenue cycle management, and administrative coordination. Examples include:

• Denials Autopilot Agent: Supports denial management by identifying rejected claims, flagging likely causes, and preparing resubmission recommendations to accelerate appeal workflows.
  
  
• Claims Processing Agent: Automates repetitive aspects of the claims lifecycle, including status checks and reconciliation tasks, to reduce manual work and improve throughput.
  
  
• Payer Portal Agent: Retrieves documentation such as EOBs directly from payer portals, reducing the administrative burden on revenue cycle teams.
  
  
• Outbound Follow-Up Agent: Initiates post-visit check-ins to monitor recovery and adherence, with workflows that escalate issues to clinical teams when needed.
  
  
• Web-Based Benefits Lookup Agent: Gathers patient eligibility and benefits data from external systems, streamlining pre-visit verification and coverage checks.
  

Commure’s recent webinar with AWS showcased how AI agents can access real-time data, interact with external tools, and retain conversational context across interactions. These capabilities allow AI agents to coordinate tasks across disconnected systems, responding to real-time inputs rather than following static scripts.

Modernizing Healthcare Call Centers With AI

AI agents are reshaping how healthcare organizations deliver service across patient-facing and administrative workflows. Staffing shortages, rising service expectations, and increasingly complex payer and system interactions have exposed the limits of manual processes. Core functions such as scheduling, benefits verification, triage, and follow-up now demand levels of speed and consistency that are difficult to sustain with human agents alone.

By automating structured, repeatable tasks, agentic AI enables organizations to increase service availability, reduce operational overhead, and improve response time without expanding headcount. Agents maintain context across interactions, connect to external tools and data sources in real time, and coordinate workflows that span departments and systems. Rather than serving a single function, they provide a flexible operational layer that supports scale, accuracy, and resilience across health systems.

Commure supports this transformation with a forward-deployed engineering model, embedding technical experts directly within health systems to accelerate deployment and ensure alignment with existing workflows. This hands-on approach helps health systems move quickly from concept to production, minimizing integration friction and surfacing high-impact use cases early.

Ready to modernize patient operations with less overhead and more impact? Check out the Commure Agents product page to learn more or schedule a demo via the button below.
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See AI Healthcare Agents in Action

In 2024, coding-related denials surged by 126%, one of the largest increases in the past three years. At the same time, the U.S. healthcare system is facing a 30% shortage of medical coders, putting the financial performance of health systems at risk.

Medical coding is critical to healthcare organizations because it directly influences reimbursement accuracy, cash flow, and compliance with regulations—errors or delays in coding can quickly translate into significant financial disruption. Yet coding is increasingly complex due to frequent regulatory updates from CMS and commercial payers, expanding documentation requirements tied to value-based care, and detailed clinical data needed for accurate code selection.

This evolving complexity puts substantial pressure on clinicians to provide exhaustive documentation and on coders to interpret that documentation precisely. These demands lead to inefficiencies, inconsistent results, and increased administrative overhead, especially when coding workflows rely on manual processes (more than half of health systems are not utilizing AI tools) stretched beyond their limits.

Enter AI medical coding: a transformative technology that leverages natural language processing (NLP) and machine learning to automatically interpret clinical documentation, extract relevant clinical concepts, and map them to the most appropriate billing codes in real time; all while integrating directly with the EHRs via APIs. These tools can also proactively surface key details such as missing documentation, potential coding inaccuracies, or incomplete patient histories, presenting them to coders and clinicians through intuitive nudges and dashboards before, during, and after the patient encounter.

This article explores how AI medical coding is transforming clinical documentation and RCM, and what to look for in a next-generation solution.

The Increasing Complexity of Medical Coding

Medical coding has long served as the foundation of healthcare reimbursement, compliance, and reporting. Since the introduction of systems like the International Classification of Diseases (ICD), Current Procedural Terminology (CPT), and Healthcare Common Procedure Coding System (HCPCS), coders have been tasked with interpreting and coding clinical encounters based on documentation.

Clinical documentation has become increasingly complex due to factors such as the adoption of value-based care, which requires detailed reporting on patient outcomes, and quality initiatives that mandate more comprehensive clinical information. Additionally, payer requirements have become stricter, with insurers frequently updating coding policies and enforcing specific documentation criteria to justify reimbursement.

It’s no surprise that manual coding methods have struggled to keep pace as coders must continuously adapt to changing guidelines from entities like CMS and insurers, while navigating tight deadlines, ranging from 24 hours to just a few days after patient discharge, depending on payer contracts. A 2023 study found that 56% of medical coders failed coding accuracy audits, underscoring the widespread difficulty coders face in meeting these evolving requirements.

The transition to electronic health records was meant to streamline documentation and simplify coding workflows, but in many cases, it introduced new complexities. Instead of reducing the burden, EHRs often increase the volume of documentation and fragment the data needed for coding, creating more friction for both providers and revenue cycle teams.

These specific challenges have driven healthcare organizations to seek new approaches, including AI medical coding solutions, that can help coders and clinicians manage complexity, improve coding accuracy, and reduce reimbursement delays.

How AI is Revolutionizing Medical Coding

AI medical coding is about fundamentally rethinking how clinical data is interpreted, structured, and used to support accurate, timely reimbursement. That shift in perspective opens the door to entirely new capabilities that go far beyond code suggestion.

Improve Accuracy and Reduce Denials

AI tools can analyze clinical documentation, including physician notes, discharge summaries, lab results, and imaging reports, to identify key terms and clinical details. By automatically mapping these details to appropriate ICD-10 and CPT codes, AI significantly reduces the time coders spend manually searching for and assigning codes. This automated extraction helps reduce the selection and input of incorrect codes while simultaneously decreasing the overall time required to complete each chart, enabling coding teams to better manage high chart volumes.

Accurate coding is essential for reducing claim denials, and many denials can be traced back to issues like incomplete documentation, mismatched codes, or missing clinical details. AI helps address these issues by flagging potential gaps in documentation, verifying that selected codes align with payer policies, and prompting for clarification when needed. In fact, Commure Ambient AI customers have seen an average 25%+ reduction in denials. This kind of proactive support can reduce the risk of preventable denials and improve overall coding reliability.

Speed Up the Revenue Cycle

In many organizations, coding happens hours or even days after a patient visit, especially when teams rely on manual processes. Coders often need to review long notes, search for relevant clinical details, and double-check documentation before submitting claims. This review process takes time, and when coders are managing high volumes, it can lead to backlogs that delay reimbursement.

AI medical coding shortens that turnaround by analyzing clinical notes as they’re written and suggesting relevant codes directly within the workflow. Instead of waiting for a chart to be finalized and routed to a coder, the system extracts diagnoses and procedures in real time, flagging potential issues or missing information before the chart moves to billing.

This kind of support helps teams submit cleaner claims faster (Commure Ambient AI customers average 43 seconds to close a clinical note). It doesn’t eliminate the need for review, but it reduces the time spent on routine cases and minimizes errors that cause delays. As a result, coders can focus on complex encounters that still require human judgment, while more straightforward cases move through the process more efficiently.

Support the Full Encounter

Ambient AI tools extend the benefits of AI medical coding by assisting at every stage of the patient visit. Before the appointment, they pull relevant details of the patient’s record (such as prior diagnoses, recent test results, or care gaps) from the EHR and present them in a concise view to help clinicians prepare.

During the patient visit, ambient AI captures the conversation between clinician and patient, identifies key clinical elements like symptoms, assessments, and treatment plans, and structures that information in a draft note format. This reduces the need for manual note-taking and helps ensure important details aren’t missed.

After the visit, the system generates a draft of the clinical note and recommends billing codes based on the captured content. These recommendations are aligned with payer requirements and can be reviewed and edited by the clinician or coding staff before submission.

What sets ambient AI apart is its ability to tie together the entire encounter, from pre-visit data to real-time capture and post-visit coding, within a single, continuous workflow. This helps reduce duplication, supports consistency across documentation and coding, and gives teams a clearer picture of each visit from start to finish.

Key Considerations When Choosing an AI Medical Coding Provider

AI medical coding platforms vary widely in both capability and impact. Some are limited to code suggestions, while others offer deeper workflow integration, documentation support, and audit-ready reporting. When evaluating vendors, healthcare organziations should seek out tools  that not only automate tasks but also meaningfully reduce errors, improve throughput, and fit your team’s real-world workflows. Here are a few factors to prioritize:

• Coding accuracy and audit trail: Ask for validated accuracy metrics, ideally backed by real customer results or third-party testing. The platform should allow coders or auditors to see how each code was assigned and flag potential discrepancies.
  
  
• Integration with your existing systems: The solution should connect to your EHR and billing systems through established standards or custom APIs. Avoid platforms that require duplicate data entry or disrupt existing workflows.
  
  
• Capacity to scale with your organization: Whether you’re coding 100 charts a day or 10,000, the system should maintain performance under load. If you’re growing, make sure the vendor can scale infrastructure and support accordingly.
  
  
• User experience for coders and clinicians: Look for a system that fits naturally into existing workflows, minimizes disruption, and doesn’t add unnecessary steps. Features like in-line suggestions, simple editing tools, and onboarding guides can make adoption smoother.
  
  
• Implementation and long-term support: Evaluate what onboarding looks like including training, configuration, and timeline. Post-launch, confirm the vendor provides a clear support structure, regular updates, and responsiveness to your team’s evolving needs.
  
  
• Security and compliance: In addition to HIPAA compliance, look for industry-standard certifications like SOC 2 or HITRUST. The vendor should be transparent about how data is stored, accessed, and protected.

AI Medical Coding is a Must-Have in 2025

Increased documentation demands, understaffed coding teams, and stricter claim scrutiny by payers continue to make traditional medical coding a challenge for healthcare organizations. These pressures often lead to delays, denials, and added administrative overhead.

AI medical coding offers a practical way to reduce that burden. By supporting documentation and code selection throughout the entire clinical encounter, these tools can help teams submit cleaner claims faster, without overhauling existing workflows.

Leading health systems like Dignity Health are investing in solutions such as Commure Ambient AI that go beyond basic automation to focus on impact, integration, and usability. Ready to see what this looks like at your organization?

‍Discover Ambient AI

Orthopedic care isn’t just about surgery. It’s also about how well patients are supported throughout their journey—from preparing for treatment to healing afterward. As healthcare shifts to focus more on value-based care, hospitals and orthopedic practices are looking for better ways to keep patients informed, involved, and on track.

Thanks to new technology, digital tools powered by artificial intelligence (AI) are helping to make this possible. These tools, sometimes referred to as patient care journeys, guide patients before and after surgery, answer questions, send helpful reminders, and alert care teams when something might be wrong. This not only helps patients feel more confident, but it also leads to better health outcomes—like shorter hospital stays and fewer people returning to the hospital soon after discharge.

Why Patient Engagement Matters in Orthopedic Care

Orthopedic patients—whether they’re getting a joint replacement, healing from a sports injury, or managing long-term muscle or bone issues—often have a lot to keep track of. Preparing for surgery, recovering at home, and following rehab plans can feel overwhelming without the right support.

When patients don’t feel connected to their care team or don’t understand what to do next, problems can happen. They might miss appointments, skip important steps, or end up with complications that require another hospital visit. That’s why clear communication and ongoing support are so important.

How Digital Tools Help Keep Patients on Track

AI is changing the way patients experience care. Instead of feeling confused or forgotten, patients can now get personalized help throughout their journey. Here’s how these digital tools support orthopedic patients:

1. Helpful Guidance Before Surgery

AI-powered platforms like Commure Engage can send customized instructions, reminders, and educational materials to patients before their procedure. This helps patients feel more prepared and reduces the chance of last-minute cancellations.

2. Support During Recovery

Recovering from surgery is a critical time. These tools check in with patients automatically, collect feedback about how they’re feeling, and notify the care team if something seems off. This helps catch problems earlier and reduces readmissions.

3. Better Communication with Care Teams

Patients can message their care team, ask questions, or get updates through digital assistants or chatbots. This makes it easier to stay in touch without needing a clinic visit. Doctors and nurses can also use AI to make note-taking during visits faster and smoother, so they can focus more on the patient.

4. Smooth Coordination Between Providers

Orthopedic care often includes many people—surgeons, physical therapists, and home health aides. AI tools help make sure everyone stays informed and that patients get the right support at the right time.

Real Results from AI-Powered Engagement

Studies suggest that the power of digitally-enabled patient engagement is already here. For example, at Mount Sinai Hospital, Commure Engage helped improve orthopedic patient care in measurable ways for patients enrolled in the orthopedic digital care pathway:

• Patients left the hospital 1.5 days earlier on average.
  
  
• Fewer patients were readmitted within 30 days, which means better recovery and lower costs.
  

Commure Engage, our patient experience platform, is even more advanced with the integration of Memora Health’s technology and agentic AI, offering more intelligent automation, deeper personalization, and expanded support across the orthopedic patient journey.

What’s Next in Orthopedic Engagement

In the future, digital engagement in orthopedics will keep advancing and making a greater impact on patient care. We’ll see tools that:

• Use predictive insights to spot potential problems before they happen.
  
  
• Offer 24/7 conversational support for patients with orthopedic needs.
  
  
• Connect with electronic health records and wearable devices to track patient progress in real time.
  
  

Orthopedic care is evolving. It’s no longer just about what happens in the operating room—it’s also about how well we support patients every step of the way. By using AI-powered digital tools, providers can offer a better experience, build stronger relationships, and help patients heal faster.

‍Want to learn more?
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👉 Read the full case study to see how Commure Engage is already transforming orthopedic care at Mount Sinai.

We’re thrilled to attend the MUSE 2025 MEDITECH Conference—our first as an official MUSE member and proud MEDITECH Alliance partner. If you’re heading to the conference, stop by Booth #901 to see how you can leverage Commure's AI-driven suite of products to enhance care efficiency, capture more revenue, reduce staff burnout, and increase patient engagement.

AI-Powered Workflows for Every Care Setting: Discover Commure at the 2025 MUSE Inspire Conference
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At Booth #901, you’ll learn how Commure’s platform can enhance care delivery within your environment with real-time, intelligent solutions:

• Ambient AI – Clinical documentation, pre-integrated into MEDITECH Expanse, with autonomous coding, AI co-pilots, and care nudges.
  
  
• Agents – Dynamic AI-driven automation to streamline complex tasks in real-time, enhancing clinical and administrative workflows.
  
  
• Patient Experience – AI‑powered platform to personalize and automate every patient journey across any channel.
  
  
• Revenue Cycle Management – End-to-end automation for coding, prior auth, eligibility, submissions, posting, and appeals.
  
  
• Commure Strongline – An enterprise visibility platform for real-time asset tracking and room-level accuracy, powered by cable-free infrastructure
  

Smart, Seamless, Ambient: Redefining Clinical Workflows with Commure and MEDITECH
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Join Commure’s Chief Business Officer, Hersh Solanki, on Friday, May 30th at 8:30-9:15 in Room: Austin 1. In this session, discover how Commure’s Ambient AI and AI Agents tools are reducing clinician documentation time, streamlining follow-up tasks, and elevating patient care, all deeply embedded within the MEDITECH Expanse experience.

Built for analysts, informatics leaders, and IT decision-makers, this spotlight will include real-world integration examples, implementation considerations, and a look at how Commure Agents can help frontline staff reclaim time while delivering safer, faster care.
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Visit Booth #901 at 2025 MUSE Inspire Conference
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Whether you're focused on clinician burnout, revenue optimization, or operational visibility, our experts are ready to tailor the conversation to your unique goals. Book a meeting to explore how Commure’s MEDITECH-integrated solutions can help advance your healthcare transformation. We are also participating in this year's MUSEO fun! Stop by our booth for your chance to win fun prizes.

Discover how we're helping MEDITECH sites streamline workflows across the care continuum. Book time with our team before the conference begins!
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Schedule a 1:1 Meeting

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“Healthcare is the most information-intensive industry on earth. Yet, it remains the least user-friendly.” - Don Norman

At Commure, we’re building digital products that power some of the most critical workflows in the U.S. healthcare system. Too often, new technologies like the EHR have added digital burden instead of relieving it, creating unintended friction for clinicians and care teams. With that history in mind, we’re committed to a different path: delivering seamless, accessible, and intuitive user experiences across every product, team, and use case.

One of the cornerstones of that commitment is our Infinity Design System (IDS)—a comprehensive set of reusable, accessible UI components and design guidelines built on top of Material UI that are tailored to the unique needs of healthcare.

Over the last 4.5 years, IDS has evolved into a robust, centralized design ecosystem that serves as the foundation for every product we ship, from Ambient AI to Agents.

It All Starts with Material UI

IDS is built on top of MUI (Material UI), a widely used React component library. It gives our developers a strong foundation of well-documented, performant, and customizable components that just work.

Less time spent reinventing buttons and modals means more time focusing on the unique needs of healthcare users. For our design team, it means we’re speaking the same language as our engineers, with components that behave predictably both in Figma and in code.

Utilizing MUI speeds up the design process and gives us confidence that our UI is responsive, scalable, and built with best practices from day one.

Accessibility Is Baked In from the Start

When designing for healthcare, accessibility isn’t a nice-to-have—it’s a must. That’s why we’ve made it a foundational part of IDS.

Our design team follows WCAG 2.1 AA standards as a baseline. That includes thoughtful color contrast, readable typography, and clear focus states, all baked directly into our components and design patterns. We aim to make inclusive, user-friendly experiences the default—not an afterthought.

We know that creating accessible products takes a collective effort across design, engineering, and product. By building accessibility into the system itself, we’re making it easier for teams to deliver inclusive experiences at scale. As IDS evolves, so does our commitment to making accessibility a seamless part of how we build.

One Source of Truth, Many Teams Aligned

“Design Systems are for everyone. They’re not just a tool for designers or developers — they’re a tool for teams.” - Brad Frost
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One of the most powerful things about IDS is that it’s centralized. Instead of each team building their own little design system, we have a single source of truth that spans across Commure’s eight different products.

This means:

• Designers don’t have to start from scratch.
• Developers get reusable, tested components.
• Products feel consistent—even when built by different teams.
• We move faster, with less confusion and more confidence.

It also means we’re not just handing off mockups—we’re collaborating. Designers, engineers, and product managers are all working from the same shared language, which makes everything feel smoother, faster, and way more cohesive.

What’s Next for IDS

Infinity Design System will keep evolving. That’s the nature of design systems—they grow with the people who use them. We’re continuing to expand it, improve accessibility, add more documentation, and support new product needs as they emerge.

One of the most exciting things on the horizon is our work on the Multi-brand IDS, powered by Figma Variables. This new evolution will allow us to support multiple brands, themes, and modes—like Dark Mode, High Contrast, or even custom brand identities—all using the same underlying components.

Design a component once, and with a single click, it can adopt a completely different look and feel based on the selected brand or mode. That kind of flexibility opens up huge possibilities for scaling our design system across different product lines, partners, or accessibility preferences—without duplicating effort or sacrificing consistency.

But beyond just adding features, our focus is on making IDS even more usable, discoverable, and collaborative. That means listening closely to feedback, strengthening the connection between design and development, and ensuring the system scales smoothly as our teams and products grow.

Infinity Design System isn’t just a toolkit—it’s a shared foundation. And as we keep building, we're excited to see how it empowers more teams to create thoughtful, consistent, and human-centered experiences across healthcare. Interested in a career implementing these design principles at the forefront of AI and healthcare technology? We'd love to learn more about your background!

Explore Career Opportunities

Bringing an e-prescription product to market is a very complex task, both from a development and regulatory hurdle standpoint. For most companies, it can take years of iteration to get it right. But at Commure, we don’t follow the typical path. In under six months, our engineers, Ansh Mehta, Abhi Hotti, and Milind Sai Waghrey built an e-prescription platform from scratch—faster than anyone expected, and faster than most thought possible.

How E-Prescription Works

Building a functional e-prescription system involves more than just transmitting a medication order from a doctor to a pharmacy. It requires a secure, seamless, and regulation-compliant infrastructure that connects healthcare providers, pharmacies, and regulatory bodies. Here’s a breakdown of the core components that make electronic prescribing possible.

Before a healthcare provider can send e-prescriptions, they must be onboarded onto the system. This involves verifying their identity and credentials, which is especially important (and a federal requirement) for prescribing controlled substances. Our e-prescription system utilizes multi-factor authentication to confirm that the provider is who they claim to be.

Once onboarded, providers need intuitive, reliable, and accurate tools to search for pharmacies and medications. Our e-prescription system supports nationwide pharmacy search via brand and generic names.

When ready to submit a prescription, the provider can use our system to send new orders, issue refills, and cancel prescriptions via dedicated, standards-based API calls that ensure secure and real-time communication with pharmacies and benefit managers. The system also includes clinical decision support, which alerts providers to interactions with other drugs and allergies.

To ensure accountability and support regulatory compliance, our system logs every interaction involving controlled substances. This includes actions like searching for a medication, initiating a prescription, modifying dosage, or canceling an order. Each event is timestamped and tied to the authenticated identity of the prescriber, creating an immutable audit trail. Because log retention requirements vary by state, we follow the strictest standards across all jurisdictions, storing audit logs for the maximum required duration. This ensures we remain compliant regardless of location without having to create and monitor different retention policies based on the state.

How We Built It So Fast

Commure's timeline:

Speed wasn’t a side effect—it was an engineered outcome. We combined strategic foresight, focused execution, and smart reuse of internal capabilities to deliver a certified, production-grade e-prescription system in record time. Here’s how:

We Reused What Worked

• PatientKeeper Integration gave us instant connectivity to the SureScripts network, saving months of ground-up work.
• We leveraged Infinity UI, Commure’s internal design system, for frontend components—avoiding reinventing forms, modals, error handling, and more.
• Our ID.me integration was built as reusable infrastructure, allowing other teams across Commure to tap into the same identity proofing and MFA flow.

We Did Our Homework Early

• We worked with a third-party compliance and certification firm (the Drummond Group) from the very beginning, obtaining the full list of certification and Electronic Prescribing for Controlled Substances (EPCS) requirements before any development began.
• Our team stayed in constant communication with Drummond Group, removing the typical certification feedback loop delays.

We Built a Team With One Job

• A dedicated, cross-functional team was carved out to focus exclusively on e-prescribing. This enabled:
  • Daily focus with zero context-switching.
  • Clear ownership over every system layer—from audit logs to UI polish.
  • Fast iteration cycles without external bottlenecks.

We Treated Compliance as the Foundation, Not a Feature

• Regulatory, security, and audit logging were built into every sprint—not deferred to the end.
• Our architecture was pre-wired for EPCS, DEA, and HIPAA-level compliance, reducing last-minute technical debt or rework.

These decisions gave us the foundation to move quickly and confidently.

With the strategic pillars in place, our engineering team moved fast to build the core infrastructure. Key technical milestones included:

• Data import strategies: We built custom pipelines to import and normalize data across pharmacies, medications, and allergy records.
• Identity verification integration: Integrated with ID.me to ensure secure, verified access for prescribers and to prevent abuse.
• Audit logging: Implemented comprehensive audit trails to ensure every action is tracked and compliant with industry standards.
• System reliability and scalability: Our architecture was designed to scale from day one, ready to support real-world prescribing workflows.

Every line of code was written with one goal in mind: launch fast without compromising trust, security, or performance.

Key Features of Commure’s E-Prescription System

1. Ordering

The ingestion pipelines form the backbone of our ordering system. Providers can search a curated medication dataset in our database to select the most appropriate medications for their patients.

We received frequent requests for the ability to prescribe multiple medications within a single order screen. In response, we developed a bulk ordering feature, enabling providers to view and order all necessary medications for a patient’s appointment at a glance.

2. Medication History

Providers requested a comprehensive medication history feature that directly integrates with the EHR for context on patient history. This allows them to review past medications and dosages, supporting more informed clinical decisions.

Note: Providers must obtain explicit patient consent before accessing prescription history.

This feature also allows doctors to view medications prescribed by other doctors, enhancing patient safety and continuity of care.

3. Pharmacy Initiated Requests

Providers need to manage requests initiated by pharmacies, such as clarifications, substitution suggestions, or refill requests. Pharmacies are able to easily communicate these via Change or Refill Requests.

Our system ingests these requests within five minutes and presents them to providers with all relevant information, enabling prompt responses and minimizing care delays.

Come Build with Commure

Come build with us. We move fast, not just to ship, but to deliver real impact where it matters most. Speed isn’t just a value here, it’s our default setting. We obsess over the details, push through roadblocks, and never stop until the customer is genuinely satisfied. If you thrive in high-speed, high-stakes environments where outcomes matter more than optics, you’ll feel right at home.
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Discover Career Opportunities

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When time is one of the scarcest resources in healthcare, clinicians rely on tools that work where they do, like Epic, which supports over half (51.5%) of acute multispecialty hospital beds in the U.S., according to KLAS.

Now, it's easier than ever for providers to integrate powerful AI-driven documentation into their clinical workflows, with Commure Ambient AI—officially part of the Epic Toolbox in the Ambient Voice category.

“At Commure, we believe in meeting clinicians where they are, whether they are working within Epic’s Hyperdrive or on the go with Haiku,” said Tanay Tandon, CEO of Commure. “By embedding AI directly into everyday workflows, we remove barriers to efficiency and empower caregivers to focus on what truly matters – delivering high-quality patient care. With Commure in Haiku Ambient Voice Toolbox, or our full Ambient suite, we’re excited to make our solutions even more accessible to providers and health systems nationwide.”

Key Offerings in the Commure Ambient AI Suite

The Commure Ambient AI Suite offers versatile AI solutions for every clinical occasion, including:

• Commure’s fully automated AI documentation solution set:
  
  • Commure Ambient Notes – a fully automated AI solution integrated with Haiku, listed in Epic Toolbox
  • Commure Ambient AI – a fully automatedI AI solution integrated with Haiku that encompasses entire Ambient feature-set with EpicCare, Mobile, Web, and other functionality
    
• Commure Ambient Assist – AI-powered documentation with asynchronous human specialist support
• Commure Ambient Live – AI-assisted documentation, with real-time point-of-care support from human specialists

Built for Epic. Trusted by Leading Health Systems.

Built to Epic Toolbox specifications, Commure’s solutions are already trusted by leading health systems leveraging Epic, such as North East Medical Services (NEMS), to address challenges including workforce shortages, operational inefficiencies, and clinician burnout. NEMS selected Commure Ambient AI for an enterprise-wide deployment following a 10-week pilot comparing multiple AI-powered scribing tools. They chose Commure Ambient AI for its exceptional multilingual accuracy, flexible workflows, and readiness for advanced AI applications. 

Physicians at NEMS using Commure Ambient AI saw a 30% improvement in documentation efficiency, reporting they could finish their notes 1-2 hours earlier each day. Physicians also rated Commure Ambient AI the highest among all solutions for note quality, giving it 4.5 out of 5 stars. 

Why Does Epic Toolbox Recognition Matter for Providers?

Epic’s Toolbox is a curated collection of technologies that follow Epic’s “Blueprint” for reliable integration and meaningful impact. For providers, this designation is more than a technical detail, it’s an indicator of trust, ease of adoption, and efficiency.

Commure’s inclusion in the Epic Toolbox for Ambient Voice means our solution is deeply embedded where clinicians already work, enabling real-time, mobile documentation without disrupting workflows. Once ambient notes are captured in Haiku, they flow into Epic Hyperdrive for final review and editing—saving clinicians hours per day and reducing administrative burden.

This recognition validates Commure’s ability to support clinicians wherever care happens—in the clinic, on the move, or at the bedside. Whether you’re looking to improve clinical efficiency or enhance care delivery, Commure’s flexible, Epic-integrated ambient documentation solutions help your organization stay ahead.
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‍Discover Ambient AI

Tell us a little bit about yourself. What do you like to do outside of work? What did you want to be when you grew up?

Believe it or not, when I was young, I originally wanted to be a professional dancer. I trained with companies like American Ballet Theatre and San Francisco Ballet. As I went through school, I discovered that what I enjoyed most about dance was the movement science. That interest led me to pursue a career in Physical Therapy. I went to Emory University for my Doctor of Physical Therapy degree and also got my MBA to broaden my impact on the healthcare field.

Outside of work, I still dance occasionally, but these days, my favorite hobby is pilates. Most weekends, you can find me at a pilates class before heading to the marina, beach, or Santa Monica Pier to get some steps in while enjoying the LA weather.‍

Describe a day in the life of your role.

When describing a day in the life of my role, I always like to share a story from my second week on the job. After wrapping up my clinical sales onboarding in Utah, I landed back in LA and woke up to a Slack message from Jaysen, one of our SDRs, early the next morning. The message was something like: “Surprise! You’ve got an in-person set on your first solo day in the field. Good luck!”

Thanks to this nudge from Jaysen and the trust of my manager, Averill, I felt ready to tackle this - even though I was brand new. That experience pushed me to hit the ground running, and it really set the tone for how I’ve approached this role ever since. Every day, I still wake up with the same mantra: Just go out there and have conversations.

On a day-to-day basis, I’m in the field meeting with prospects, building rapport, and driving next steps. I’m also tenacious when it comes to follow-up, and I believe that this level of grit has been a major driver of my success. As I’ve moved into a Team Lead role and recently a Manager role, I still make it a point to lead by example. If I’m asking my team to consistently be out in the trenches, I’m right there with them - with some of my favorite days still being the ones I spend prospecting alongside them in the field.‍

What made you decide to join Commure?

I first heard about Commure from a friend I went to PT school with (thank you, Jessi!). She was kind enough to mention that she thought I’d be a great fit, knowing I had both a clinical and business background. From my very first interview, I could tell she was spot on - the team was incredible. As I spoke with Averill and Greg throughout the interview process, that was confirmed, and I quickly realized that Commure truly valued a clinical background, and it was a place where I could leverage both my clinical experience and my MBA. That’s exactly what I was looking for - a role and a company where I could combine my clinical and business backgrounds while making a broader impact on healthcare beyond treating in the clinic.

Ultimately, I chose Commure because I loved the dynamic, innovative, and highly collaborative environment. These were the key factors that drew me in and continue to make me grateful to be here every day.‍

How would you describe the Commure company culture?

Our Clinical Org team at Commure doesn’t operate like a traditional, cutthroat sales environment - we value innovation, collaboration, and thought leadership. It’s a unique opportunity for clinicians who may have hit a ceiling in their earning potential to far exceed what they could make in the clinic while still staying connected to their passion for healthcare. We all recognize that potential, and there’s a genuine sense of camaraderie as we cheer each other on toward those goals. That level of support and shared purpose is something that I don’t know I’d find in a purely traditional sales environment. But one thing I do know for sure is: if you’re someone who’s excited about building a legacy, then this is definitely a place where you can own your footprint and make your mark.‍

What advice would you give to someone on their first day at Commure?

I would say just dive in! There’s no shortage of support at this company. I think people can have a tendency to want to prove themselves that they hesitate to ask for help, but leaning on your team is part of how you grow here. I wouldn’t be where I am today without the leaders who supported me along the way. When I interview candidates today, one of the most common concerns I hear is, “I don’t have much sales experience…is there training?” The answer is yes, there’s absolutely training and support; the important question is: are you willing to be intentional about seeking it out?‍

What has been your greatest achievement?

Most people might assume it’s the career growth I’ve experienced here, but for me, it’s much simpler than that. My greatest achievement has been proving to myself that I could do this. When I first joined the company, I didn’t have traditional sales experience, but I stayed open to new opportunities, worked hard, and I’m incredibly grateful that betting on myself is continuing
to pay off.

Interested in a career building the next generation of healthcare technology powered by AI? We are always looking for talented people across our departments.

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