Grace: The AI Call Center That Gets It Right the First Time

When families call after hours, they need more than a voicemail or aqueue. They need clarity, reassurance, and connection, fast. In hospice,palliative care, and home health, every call is time-sensitive andpersonal.

Unfortunately, traditional call centers weren’t built for that reality.Long holds, busy signals, and non-clinical agents can turn urgent moments intofrustration and delay. Worse, poor or incomplete documentation often leads tomissing information, compliance gaps, and communication breakdowns across thecare team.

Grace by Naveon changes that.

A Smarter Kind of Call Center

Grace isn’t just answering phones—it’s streamlining communicationbetween families and clinical teams with precision, context, and understanding.

When a call comes in, Grace:

1. Answers instantly—no waiting, no hold music.
2. Captures critical details like patient name, concern, and urgency.
3. Sends a secure SMS alert to the     on-call clinician, complete with an AI-generated summary of the call.
4. Connects the call directly, ensuring the clinician is fully     briefed before speaking with the caller.

This workflow gives clinicians the context they need, reduces repetition,and keeps families connected to care without delay.

“Grace ensures that whena nurse answers, they already know who’s calling, why they’re calling, andwhat’s needed next.”

The Challenge: Traditional CallCenters Fall Short

Generic call centers often lack healthcare awareness, compliance safeguards, and reliable documentation practices.

They struggle with:

• Busy signals and long hold times during critical moments
• Agents unfamiliar with clinical language or privacy requirements
• Incomplete or inconsistent documentation that disrupts follow-up care

These systems were built for volume, not for the sensitivity and precision of healthcare communication.

The Solution: Intelligent Call Routing with Clinical Readiness

Grace was purpose-built for healthcare, combining AI call handling with secure clinician alerts to close the communication gap.

• Instant Response: Calls are answered within     seconds—never dropped.
• AI-Generated Summaries: Concise, compliant, and   actionable call documentation delivered instantly to on-call staff.
• Secure SMS Notifications: The right clinician gets the  right details in real time.
• Direct Connection: Once briefed, clinicians connect  immediately for a smooth, informed handoff.

Grace captures every detail with precision—creating an audit-ready, HIPAA-compliant record of after-hours interactions.

Tracking Trends and Engaging Frequent Callers

Beyond answering calls, Grace provides data-driven insights thathelp organizations identify frequent callers and recurring themes.

This visibility opens new opportunities for education, proactiveengagement, and early intervention—reducing repeat calls and improvingfamily confidence.

By understanding why certain patients or caregivers reach out more often, care teams can offer targeted resources, reassurance, or follow-up education that strengthens trust and continuity of care.

Understanding Meets Efficiency

Grace brings calm, clear communication to one of the most complex parts of care: after-hours coverage.

For families, it’s a direct, reassuring connection.

For clinicians, it’s clarity before the conversation even begins.

For organizations, it’s accurate, compliant documentation—and actionable insights that drive quality improvement.

Grace transforms after-hours chaos into coordinated, confident care—instantly and intelligently.

Discover how Grace keeps care connected—and your teams informed.

👉 Learn more about the AI Call Center built for healthcare