How BetterNight automated payer interactions and accelerated time-to-therapy with AI voice agents

Overview

Industry

Durable Medical Equipment (DME), Independent Diagnostics Testing Facilities (IDTF)

Use Cases

Payer Communication Automation + Coverage Verification

Solution

Synthpop Patient Journey Orchestration Platform

Key Outcomes

Payor Calls Automated

12K+

Longest Calls Handled by AI

3 hrs

Reduced PAP Time-To-Therapy

~2 wks

Reduced HST Time-To-Therapy

~1.5 wk

About BetterNight

BetterNight is a national provider of sleep care solutions, combining diagnostic testing and durable medical equipment services to deliver end-to-end patient care. The organization offers telemedicine consultations, home sleep testing, and therapy support, with a strong emphasis on delivering a fast, high-quality patient experience.

The Challenge

Insurance verification had become a primary operational bottleneck as the organization scaled. Staff were required to manually call payers, navigate IVR systems, and gather eligibility and authorization requirements for every patient.

These interactions were highly variable and inefficient. Individual calls ranged from 20 minutes to as long as 3 hours, with staff often spending extended time on hold or navigating inconsistent payer systems.

As order volume increased, this model created compounding delays. Critical information needed to move patients forward was locked behind manual processes, slowing onboarding and extending time-to-therapy.

We were previously making manual phone calls to payers where completing a single call could take an hour or more. This process caused patient delays and was simply not scalable.

The Solution

BetterNight partnered with Synthpop to automate payer communication and integrate those interactions into a coordinated workflow.

AI voice agents now autonomously call payer systems, navigate IVR menus, and retrieve eligibility, benefits, and authorization requirements. What previously required manual effort across multiple channels is now executed programmatically, with structured outputs written directly into operational workflows.

This reduced payer interaction time from up to several hours per call to fully automated execution, eliminating the need for staff to manage routine verification tasks.

Just as importantly, payer communication is no longer a standalone step. Outputs from these interactions immediately trigger next actions in the workflow, enabling continuous progression from verification to onboarding without delay.

The Impact

Faster  
Time-to-Therapy

By accelerating insurance verification, BetterNight reduced delays in patient onboarding and care delivery.

Reduced  
Administrative  Burden

Instead of dedicating staff to repetitive phone calls, staff can no work on higher-value activities.

Scaled Operations  
Without Additional  Headcount

Enabled the organization to handle increasing order volumes while maintaining a lean operational model.

Manual Processes to a
Coordinated  System

Replaced fragmented, manual payer workflows with a coordinated, automated system.

The Conclusion

BetterNight did not simply make payer calls more efficient. It replaced a fragmented, manual process with a coordinated system that integrates payer communication directly into the patient journey.

The result is measurable and repeatable: faster patient readiness, reduced administrative effort, and a scalable model for managing payer complexity without adding headcount.

Map Your
Workflows

In a working session with your operations and revenue cycle teams, we'll identify constraints and quantify impact.

BOOK A DEMO