Your SOPs, running across every member journey.
Enrollment, follow-up, and continued support require more than one talk track. Put your member-facing SOPs into Gravity Rail and safely support all your members' journeys.
Referral & Enrollment
Persistent, personalized outreach that converts previously unresponsive members into enrolled participants. Gravity Rail follows up — via SMS, voice, and email — until there is an answer. Not until the manual list runs out.
Enrollment teams exhaust their lists manually. Members who do not respond in round one are often abandoned. High-value referrals go cold.
Upload enrollment docs, eligibility criteria, and FAQ knowledge base
Set enrollment method: scheduling links, live booking, or warm transfer
Configure follow-up cadence and channel preferences per population
Define escalation triggers and coordinator routing rules
Referral received from EHR, CRM, or referral partner
Personalized outreach initiated via preferred channel
Follows up at configured intervals — never harassing, always relevant
Handles FAQ, eligibility questions, and appointment scheduling
Warm escalation to coordinator with full context pre-populated
Post-Discharge Follow-Up
Automated contact at day 1, 3, 7, and 30 post-discharge — with escalation logic for early warning signs before readmission becomes inevitable.
Post-discharge is the highest-risk period. Members are confused, undermedicated, and unsupported. Coordinators cannot reach them manually at scale.
Upload discharge protocols, medication reconciliation templates, and care plan scripts
Configure touchpoint schedule: day 1, 3, 7, and 30 timing and channel
Set symptom flag keywords and escalation criteria per condition
Connect readmission tracking and define coordinator alert thresholds
Member discharged — Gravity Rail activated automatically
Day 1: medication confirmation and logistics check
Day 3: symptom check and adherence follow-up
Week 1: care plan review and barrier screening
Month 1: sustained follow-up and appointment confirmation
Any concern triggers escalation with full discharge context
Care Gap Closure
Identify members with open care gaps and execute outreach without manual list management. Gravity Rail tracks responses, handles objections, and schedules visits.
Care gap lists exist in every EHR. Acting on them requires manual outreach that coordinators do not have bandwidth for.
Import care gap lists from EHR or claims — no manual list building
Configure outreach messaging per gap type with your clinical language
Set scheduling rules, reminder sequences, and confirmation logic
Define objection-handling protocols: cost, time, transport, hesitancy
Member identified from care gap data — outreach initiated automatically
Personalized message: why this gap matters for this member
Scheduling assistance and reminder sequences run without manual effort
Objections handled in conversation — barriers surfaced and logged
Closure confirmed and documented back to EHR
Inbound IVR & Call Handling
AI that answers every inbound call instantly. Handles routine inquiries, appointment scheduling, and prescription questions. Routes complex calls to the right person — with full context pre-populated.
Most practices answer less than 20% of inbound calls live. Callers leave voicemails that are returned hours later — or not at all.
Upload FAQ, common inquiry scripts, and approved response language
Configure intent routing rules: scheduling, refills, clinical questions, emergencies
Set transfer logic — who receives which call type and what context travels with it
Define hours, overflow handling, and emergency escalation paths
Every inbound call answered within 5 seconds — 24/7
Intent detected: scheduling, refills, questions, emergencies
Routine tasks completed in the call: scheduling, FAQ, pharmacy
Complex calls transferred to the right person — with full context
No call goes unanswered. No caller reaches voicemail
Clinical Trial Recruitment
Precision eligibility matching, compliant member engagement, and end-to-end coordination from referral to enrolled. Built for decentralized and hybrid trial models.
Enrollment is the primary bottleneck in clinical research. Recruiting teams burn time on manual outreach to members who are ineligible or unresponsive.
Load eligibility criteria directly from protocol — no manual translation
Upload IRB-approved messaging templates per study arm
Configure screening conversation flow and disqualification logic
Set coordinator handoff rules and end-to-end audit trail requirements
Member identified as potentially eligible — outreach initiated within minutes
Personalized, IRB-compliant message sent via preferred channel
Adaptive eligibility screening conversation begins
Ineligible members thanked and removed from pipeline
Qualified members escalated with screening transcript and eligibility summary
End-to-end tracking from first contact to consent
Chronic Disease Management
Proactive check-ins, medication reminders, barrier detection, and goal tracking for chronic disease populations — enabling each care coordinator to sustain meaningful relationships with far more members.
High member-to-coordinator ratios mean most members go weeks without contact. Adherence slips. Concerns go undetected. Outcomes suffer.
Upload care protocols, check-in scripts, and medication guidance
Set check-in cadence per population, risk tier, or individual member
Configure barrier detection categories: cost, access, side effects, motivation
Set escalation thresholds and coordinator routing per signal type
Personalized check-in cadence runs automatically per protocol
Weekly or biweekly outreach via SMS or voice
Medication adherence monitoring and gentle reminders
Barrier detection surfaces concerns before they become crises
Early warning signals escalated to coordinator with full notes
See a playbook become a conversation.
Watch how a clinical protocol is transformed into a live member engagement in real time.
Playbook → Conversation Simulation
Playbook to Conversation
Upload a clinical SOP and watch Gravity Rail convert it into a live, personalized member conversation — complete with escalation logic and context tracking.
Don't see your journey listed?
Gravity Rail is configurable for any care journey. Bring your SOP and we will show you what it looks like live.
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