Who Nav Central is
Nav Central describes itself as America's Clinical Command Center, a 24/7/365 operation built to turn highly compassionate personal touches into improved patient outcomes. It sits between patients, providers, and facilities, coordinating care and handling the operational work that keeps clinical teams connected.
The command center runs seven service lines: Care Connect (live 24/7 medical support by phone), Telephonic Triage, Mobile Integrated Health staffed with EMTs and paramedics, Healthcare Pathway Management for care coordination, Post Acute Care Management, Hospital Readmission Prevention, and Physician Practice Support. It also handles pharmacy request support and patient scheduling.
Those service lines reach a wide set of sectors: primary care physicians and practices, hospitals, skilled nursing facilities, home health and hospice agencies, EMT and paramedic services and the municipalities they serve, and healthcare consumers directly. Running that many workflows around the clock puts real weight on the back-office and patient-access teams behind the clinical work.
Repetitive work at command-center scale
A command center that never closes generates a constant stream of operational tasks. Across 300+ employees, Nav Central's teams were carrying a heavy load of repetitive, manual steps in their revenue cycle and patient-access work: eligibility checks, prior authorization, denials follow-up, patient outreach calls, scheduling, and records lookups.
Each of those tasks is individually small and individually necessary. In aggregate, across many service lines and many sectors, they consume a large share of staff time. That is time spent typing the same information into portals, waiting on hold with payers, and moving data between systems, rather than on the judgment-heavy and patient-facing work the team is best suited for.
The goal was not to remove people from the process. It was to remove the menial parts of the process from the people, so the same staff could cover more of the work that actually needs a person.
What did Flexbone deploy?
Flexbone deployed two kinds of agents into Nav Central's revenue cycle and patient-access workflows. Voice agents place and answer calls the way a staff member would. Browser agents operate inside the same web tools and portals the team already uses, so there is no rip-and-replace of the underlying systems.
That pairing lets the agents cover the common workflow types end to end:
- Eligibility verification. Running 270/271 eligibility transactions and reading coverage details out of payer portals such as Availity, including Medicare and Medicaid plans.
- Prior authorization. Assembling requests with the right CPT and ICD-10 codes, submitting them, and tracking status inside the portals where those requests live.
- Denials follow-up. Working denied and pending items through the same screens staff use today.
- Patient outreach. Placing and answering patient calls for reminders, confirmations, and follow-ups.
- Scheduling. Booking, rescheduling, and confirming appointments across the relevant systems.
The mechanism is intentionally plain: agents do the repetitive keystrokes and phone calls, and staff step in where a task needs human judgment. The agents run under HIPAA-aligned controls, and because they work inside the tools that were already in place, the team did not have to learn a new system to get the benefit.
What changed for Nav Central's staff?
Flexbone made all of Nav Central's 300+ employees AI-powered across revenue cycle and patient-access workflows. Rather than reducing headcount, the deployment changed what the headcount spends its time on: the agents absorb the repetitive manual steps, and people focus on the work that needs them.
Employees made AI-powered across revenue cycle and patient access.
Hours per month of menial, manual work eliminated across the staff.
Those are the two numbers we can stand behind for this deployment. The 1,000+ hours per month that used to go into eligibility checks, portal work, and repetitive calls now go back to patient-facing and judgment-heavy tasks across the command center.