Scale Care Management with Florence AI

The only AI voice care navigator that integrates clinical intelligence from every data source, speaks 20+ languages, and delivers measurable Stars improvement for Medicare Advantage plans.

10K+

Members Managed

87%

Connection Rate

4.2★

Stars Impact

24/7

Always Available

Healthcare Data Interoperability Hub

Florence connects to every major healthcare data source — aggregating clinical intelligence in real-time before every patient interaction

CMS

CareQuality

eHealth

Labs

Pharmacy

HIE/RHIO

MyBlueButton

CommonWell

18.7

Avg providers per Medicare patient

100%

Specialist notes analyzed

35%

Fewer medication conflicts

Care Management Console

Florence AI facilitating your care team — three specialized workflows

Margaret Chen

Florence: "Hi Margaret, this is Florence calling for your monthly check-in..."

2 min agoActive

Robert Johnson

Member: "Yes, I can make the appointment Thursday"

5 min agoScheduling

Maria Rodriguez

Florence: "Your A1C results show great improvement..."

8 min agoActive

Margaret Chen

CCM Enrolled · 20 min/month used · Next Check-in: 3 days

CCM Active

Hi Margaret, this is Florence calling for your monthly chronic care management check-in. How have you been feeling since we last spoke?

Pretty good, but I've been having some swelling in my ankles again.

I see. Let me check your recent weight logs. Have you been weighing yourself daily as we discussed? Also, have you been limiting your sodium intake?

CCM Care Plan Goals

✓ Daily weight monitoring

○ Reduce sodium to <2000mg/day

✓ Medication adherence >90%

○ Walking 15 min daily

James Wilson

Day 1 Post-Discharge · CHF Exacerbation · Memorial Hospital

TCM Urgent

Mr. Wilson, this is Florence from Dr. Chen's office. I'm calling to check on you after your discharge from Memorial Hospital yesterday. How are you feeling today?

I'm okay, but a little confused about my new medications. They gave me a lot of new pills.

That's very common after a hospital stay. Let me go through each medication with you to make sure you understand what each one is for and when to take it.

TCM Checklist

✓ Day 1 contact completed

○ Medication reconciliation

○ Follow-up appointment within 7 days

○ Home health referral

Dorothy Martinez

Complex Case · 5 Chronic Conditions · 8 Specialists · High Risk

Complex

Dorothy, I've been coordinating with Dr. Patel (cardiology), Dr. Kim (endocrinology), and Dr. Thompson (nephrology). I have some updates on your care plan.

Oh good, it's so hard keeping track of everything with all these doctors.

I completely understand. That's exactly why I'm here — to make sure all your doctors are on the same page. Dr. Patel adjusted your Lisinopril dose, and I've already confirmed with Dr. Kim that this won't affect your diabetes management.

Complex Care Coordination

✓ Multi-specialist medication reconciliation

✓ Cardiology follow-up scheduled

○ Nephrology labs due in 5 days

○ SDOH assessment — transportation barriers

Platform Capabilities

Enterprise-grade AI infrastructure built for health plan scale

Florence Operations Center

Real-time monitoring of all active conversations, escalations, and care coordination across your entire member population.

Chronicity Matrix™

Multi-condition risk stratification that identifies members with overlapping chronic conditions for targeted intervention.

Transition Compass™

15-minute response from discharge to patient contact. Automated care coordination across 95% of US hospitals.

EmpathyCore™

Vocal biomarker intelligence detecting cognitive decline, depression, and health deterioration through voice analysis.

Predictive Care Gap Intelligence™

90-day early warning system with 85% accuracy. Close gaps in the same measurement year.

20+ Language Support

Native-quality conversations in members' preferred language with cultural competency built into every interaction.

Chronicity Matrix™

Multi-condition intelligence across your highest-cost populations

CHF + CKD

847

members identified

Diabetes + HTN

2,341

members identified

COPD + CHF

523

members identified

CKD + Diabetes

1,156

members identified

Depression + Chronic Pain

1,892

members identified

HTN + Lipids

3,247

members identified

Triple Chronic

412

members identified

5+ Conditions

189

members identified

Transition Compass™: Real-Time Care Coordination

15-minute response from discharge to patient contact. 95% of US hospitals covered.

Discharge Event

min: ADT Received

min: Care Plan Generated

min: Patient Contact

Discharge Orchestration Engine

Automated appointment scheduling with all specialists
Medication reconciliation across all pharmacies
Home health and DME coordination
Transportation arrangement and confirmation

24/7 Emergency Response Protocol

Severity assessment algorithm
Nurse triage escalation
Direct 911 activation when needed
Provider notification in real-time

EmpathyCore™: Vocal Biomarker Intelligence

Industry-leading emotional intelligence detecting cognitive decline, depression, and health deterioration through voice

78.2%

Cognitive Decline

90-day early detection

85%

Depression Screening

Before clinical presentation

92%

Anxiety Detection

Real-time assessment

88%

Pain Level

Non-verbal indicators

Adaptive Conversation Engine

Florence adjusts communication style in real-time — mirroring the nursing instinct to meet each member where they are

35%

Better adherence

90%

Satisfaction score

30+

Languages supported

Predictive Care Gap Intelligence™

90-day early warning system with 85% accuracy. Close gaps in the same measurement year.

Lab Trend Analysis

Silent non-adherence detection

90-Day Prediction

ML models identify risk

Proactive Outreach

Florence engages member

Gap Closed

Same-year Stars impact

Medication Adherence

85%

Prediction accuracy

Preventive Screening

75%

Completion rate

Disease Control

65%

In-range metrics

Why Florence Succeeds Where Others Fail

Complete member intelligence before first contact

Every Number, Every Time

Florence has instant access to all contact methods through LexisNexis integration — home, mobile, work, emergency contacts. Never loses touch with a member.

Speaks Their Language

Automatically detects and switches to member's preferred language. Currently supporting 20+ languages with cultural competency built in.

Real-time translation engine

Omnichannel Persistence

Seamlessly moves between voice, SMS, and WhatsApp based on member preference and response patterns. 87% connection rate vs 23% industry average.

Multi-channel orchestration

Complete Context

Knows full medical history, recent events, medications, providers, and preferences before dialing. No awkward information gathering.

HIE + ADT + Claims integration

24/7 Availability

Members answer when convenient for them. Early morning, late night, weekends. Florence is always ready, never tired.

Always-on infrastructure

Care-Team Partnered

Every interaction supports your clinical team. Instant escalation for complex cases. Your nurses and care managers maintain full control and oversight.

Clinical oversight dashboard

Hear Florence in Action

Experience the empathy and clinical precision of our conversational AI

Post-Discharge Follow-Up

Florence reaches out within 2 hours of discharge, preventing readmission through medication reconciliation

HEDIS Gap Closure

Scheduling overdue mammogram screening with transportation arrangement and reminder setup

Medication Adherence

Diabetic member with low PDC gets personalized barriers assessment and pharmacy coordination

Complex Care Navigation

Multi-morbidity member gets coordinated specialist appointments and transportation assistance

Policy alignment: Built to interoperate under TEFCA's "baseline legal and technical requirements"; designed to avoid information-blocking "disincentives"; and aligned with CMS's Health Tech Ecosystem to "Conversational AI Assistants".

"We pledge to build conversational AI assistants that enhance human connection in healthcare." — CMS Health Tech Ecosystem Early Adopters

What We Measure in Pilots

• 7-day post-discharge contact rate and time-to-contact
• Medication reconciliation completion and ADE flags
• Follow-up scheduling and kept-visit rate

• Risk-adjusted 30-day ED revisits/readmissions
• Gap closure (med adherence, A1c, BP), CAHPS experience signals

Context: Medicare's risk-adjusted readmission rate remains about "15.0%"; ADEs drive "~500k hospitalizations" annually.

Ready to Transform Your MA Performance?

Schedule an executive briefing to see Florence in action

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Ready to see Florence in action? Request Demo