HealthcareSupport
Patient questions. Answered, and cited.
Answers patient questions about services, billing, and care instructions, every answer cited to the specific official document, policy, or discharge instruction it came from. Built for health systems fielding thousands of patient inquiries a month.
Answers cited to source in seconds. Built on Sphere AI Foundry.
patient_qa — inquiry #PQ-90341LIVE
00:00Ingest → question via patient portal, encounter #E-40218read
00:02Search → billing policy + discharge instructionspassed
00:03Match → co-pay waiver eligibility, financial assistance policy §3passed
00:04Cross-check → instruction conflicts with generic FAQflagged
00:05Answer → cited response returnedsealed
response time 5ssources cited 2/2staff review required
Organizations around the world trust us
Built on Sphere AI Foundry·HIPAA-aligned by design·21 years, 300+ clients
Patient inquiries don't scale with call-center staffing
A single patient question means a staff member searching the billing policy, the discharge instructions, and the financial assistance program separately, then answering from memory of where things live. At low volume that's manageable. Across thousands of inquiries a month, it's the reason patients wait on hold for answers that are already written down somewhere.
89%
faster answer vs. manual document search
2
sources cross-checked and cited per answer, on average
100%
of answers traceable to an official document citation
Question in, cited answer out
Four steps, every one logged and citable back to your own policy.
01
Ingest
Reads the question directly from your systems
A patient question from the portal, phone transcript, or intake form, tied to a specific encounter where relevant — read from your patient engagement platform. No separate upload step.
Example query
PQ-90341 — co-pay waiver eligibility question
02
Search across sources
Searches billing policy, discharge instructions, and program rules together
Billing and financial-assistance policy, discharge instructions, and program eligibility rules — searched together, not one at a time.
Example query
"Does this patient qualify for the co-pay waiver under the financial assistance policy?"
03
Cite every answer
No answer without a citation
Each answer links back to the exact policy section or instruction it came from — the citation travels with the answer, not as a separate lookup.
Cited finding
Patient meets the income threshold for a full co-pay waiver under the current financial assistance policy.
cited to Financial Assistance Policy §3, Discharge Instructions v204
Classify & route
One answer, flagged for review when sources conflict
The agent returns a direct answer when policy is clear, or flags a conflict or edge case for staff review before the patient is told.
Classification
Answer confirmedNeeds staff review ✓Escalate to billing
10 fields, every one cited
What the agent returns with every answer.
Answer summary & confidence flag
Source citation (policy, instructions, or program rule)
Patient & encounter context (where applicable)
Billing/financial-assistance eligibility check
Discharge or care-instruction match
Conflict flag between sources
Escalation recommendation
Program or policy version & effective date
Response draft
Staff review checklist
Typical inputs
What the agent reads, and what it connects to.
Documents
- Billing and financial-assistance policy
- Discharge instructions and care guidelines
- Program eligibility rules
- De-identified encounter context, where required
Systems
- Patient engagement / portal platform
- EHR (read-only context)
- Document repository or knowledge base
Is this the right fit?
Built for volume — not a one-off question.
✓ Works best for
- Health systems fielding 500+ patient inquiries a month
- Teams standardizing answers against current policy and instructions
- Patient experience wanting every answer traceable to a citation
Too small for
- A single complex clinical question a nurse can answer faster than configuring the search
- Replacing clinical judgment on care or treatment questions
- Programs or policies with no documented rule to cite
Grounded in your policy, not a black box
Compliance-first, the same standard every Sphere agent is held to.
The agent answers only from your billing policy, discharge instructions, and program rules — it flags a gap rather than guessing when nothing covers the question. Every answer sits between a patient question and staff review, never past it.
Answers reference the specific policy section or instruction directly, with any linked encounter data handled under HIPAA-aligned access controls — the same audit-trail standard every Sphere agent on the Foundry is held to.
Prerequisites current policy connected
Current billing policy and care instructions are required before the agent will answer with confidence.
Human review required
Staff confirm any flagged conflict or edge case before the patient is told — never fully autonomous.
Regulatory grounding HIPAA-aligned
Answers reference the specific policy section directly, with PHI handled under HIPAA-aligned access controls.
Foundation Sphere AI Foundry
Access controls and audit trail configured here carry forward to every other agent you deploy.
Frequently asked
Does the Patient Support Knowledge Agent give medical advice?
No. It answers questions about services, billing, and documented care instructions — it does not offer clinical judgment. Clinical questions are flagged for a clinician.
What topics does it cover?
Billing and financial assistance, discharge instructions, and service/program questions out of the box. Additional topics can be added during onboarding.
How does it integrate with our patient portal?
It reads directly from your patient engagement platform, with read-only EHR context where relevant — no separate upload step required. Integration scope is confirmed during deployment planning.
Is every answer traceable to an official document?
Yes. Every answer cites the specific policy section or instruction it came from — there is no answer without a citation back to the source.
How is this different from a generic patient chatbot?
It's built specifically to answer from your own billing and care documentation with citation discipline, not general-purpose conversation. It runs on Sphere AI Foundry, so the access controls and audit trail configured here carry forward to other agents you deploy.
Hear from
our clientsHear from our clients
Lee Ebreo
VP of Engineering at Credit Ninja
These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.
Selah Ben-Haim
VP of Engineering at Prominence Advisors
Our experience with Sphere and their team has been and continues to be fantastic. We keep throwing new projects at them, and they keep knocking them out of the park (including the rescue of a project that was previously bungled by another vendor).
Ben Crawford
Senior Product Manager at Enova Financial
I would expect to be delighted. It's been a really positive experience, working with Sphere, and I would expect you to have the same.
Mark Friedgan
CEO at CreditNinja
Sphere consistently prioritizes the needs of their clients, demonstrating both agility and teamwork. As an offshore team, they have been an integral part of our organization and we plan to continue growing with them.
René Pfitzner
Co-Founder at Experify
Sphere provided excellent full-stack development manpower to augment our team and help push our product forward. They are easy to work with, tech-savvy and proactive.
Bruce Burdick
Chief Information Officer at Integra Credit
We've been working with Sphere and its excellent consultants since our founding. I've found that they are true partners in the success of our business.
Jemal Swoboda
CEO at Dabble
The resources and developers that Sphere Software provides are skilled and have the required technical expertise, but more importantly, they have helped us build a culture of excellence within our team.
Arthur Tretyak
Founder and CEO at IntegraCredit
With Sphere, we were able to migrate in half the time it would take to train an additional FTE… and for a fraction of the cost. Our experience with Sphere has been exceptional.
Lee Ebreo
VP of Engineering at Credit Ninja
These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.
Selah Ben-Haim
VP of Engineering at Prominence Advisors
Our experience with Sphere and their team has been and continues to be fantastic. We keep throwing new projects at them, and they keep knocking them out of the park (including the rescue of a project that was previously bungled by another vendor).
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Start here
See it on your own patient questions
Bring three real patient questions to the demo. We'll show the cited answer live — sources, citations, and any flags, grounded in your own policy.
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