AI-automated Quality & Insights on every phone call
AI-automated Quality & Insights on every phone call
Wednesday, December 10, 2025
Wednesday, December 10, 2025
Today, we’re giving patient access leaders a new level of “command and control” visibility into their operations that hasn’t been possible until now.
Neon’s Quality Engine gives you 100% QA coverage, and a real-time view of operational performance across agents, programs, and workflows.
Leaders can now easily see gaps and identify coaching opportunities, giving you confidence in your view of how your teams are performing.
The Quality Engine gives access teams the consistency and reliability they’ve been missing: calls are handled more accurately, credentialing happens faster, and supervisors can resolve issues before they turn into rework.
With every interaction backed by clear evidence, downstream teams inherit cleaner documentation, improving first-call resolution rates and lowering operating costs.
Today, we’re giving patient access leaders a new level of “command and control” visibility into their operations that hasn’t been possible until now.
Neon’s Quality Engine gives you 100% QA coverage, and a real-time view of operational performance across agents, programs, and workflows.
Leaders can now easily see gaps and identify coaching opportunities, giving you confidence in your view of how your teams are performing.
The Quality Engine gives access teams the consistency and reliability they’ve been missing: calls are handled more accurately, credentialing happens faster, and supervisors can resolve issues before they turn into rework.
With every interaction backed by clear evidence, downstream teams inherit cleaner documentation, improving first-call resolution rates and lowering operating costs.
The Problem: Quality That Can’t Keep Up With the Work
Quality assurance is essential to patient access, but most teams still rely on slow, manual processes to keep programs running smoothly. Supervisors listen to calls one by one, complete scorecards by hand, and deliver feedback long after the interaction.
Credentialing new agents is similarly time-consuming and error-prone. Before an agent can even join a program, QA teams must credential them by listening to calls, making sure that they ask the right questions, follow every workflow step, and document cases correctly.
At scale, this model breaks down. QA coverage stays limited to a small percent of total call volume. Credentialing takes too long. And small misses in calls or documentation create downstream rework that delays patients’ access to critical medicine.
In a world where programs are complex and volumes are high, traditional human QA simply can’t keep up.
Quality assurance is essential to patient access, but most teams still rely on slow, manual processes to keep programs running smoothly. Supervisors listen to calls one by one, complete scorecards by hand, and deliver feedback long after the interaction.
Credentialing new agents is similarly time-consuming and error-prone. Before an agent can even join a program, QA teams must credential them by listening to calls, making sure that they ask the right questions, follow every workflow step, and document cases correctly.
At scale, this model breaks down. QA coverage stays limited to a small percent of total call volume. Credentialing takes too long. And small misses in calls or documentation create downstream rework that delays patients’ access to critical medicine.
In a world where programs are complex and volumes are high, traditional human QA simply can’t keep up.
Introducing the Neon Quality Engine
The Neon Quality Engine brings real-time, evidence-linked quality to every part of the access workflow, starting with the call and extending through program credentialing and documentation.
Instead of reviewing a fraction of interactions, quality teams now have instant, AI-generated scorecards on every call, complete with traceable evidence for each decision. Agents can be credentialed in a fraction of the time, with Neon evaluating whether they consistently ask required questions, follow program-specific workflows, and document cases accurately, before they’re deployed into live programs.
Designed for hubs, specialty pharmacies, and manufacturer programs, the engine replaces manual QA cycles with continuous, system-level oversight. It ensures that every agent, every program, and every call meets the standards needed to move patients forward without delays.
The Neon Quality Engine brings real-time, evidence-linked quality to every part of the access workflow, starting with the call and extending through program credentialing and documentation.
Instead of reviewing a fraction of interactions, quality teams now have instant, AI-generated scorecards on every call, complete with traceable evidence for each decision. Agents can be credentialed in a fraction of the time, with Neon evaluating whether they consistently ask required questions, follow program-specific workflows, and document cases accurately, before they’re deployed into live programs.
Designed for hubs, specialty pharmacies, and manufacturer programs, the engine replaces manual QA cycles with continuous, system-level oversight. It ensures that every agent, every program, and every call meets the standards needed to move patients forward without delays.
Key Capabilities
The Neon Quality Engine evaluates every call in seconds, giving teams the precision and consistency that manual QA has never been able to achieve. Supervisors get instant, evidence-linked scorecards, clear visibility into performance trends, and the ability to credential agents far faster than traditional monitored-call workflows allow. The result is a system that strengthens quality at the point of interaction and eliminates the blind spots that normally slow programs down.
Key capabilities include:
Real-time AI scoring that replicates existing QA criteria with complete consistency
Figure 1: Example of one QA “module”, which evaluates the call against several related “QA metrics”.
Accelerated agent credentialing based on objective evaluation of required questions, workflows, and documentation accuracy
Figure 2: Agent specific score-cards with recommended training based on call performance.
Supervisor dashboards that surface patterns, improvement areas, and program-level insights
Figure 3: Team dashboard for supervisor/manufacturer visibility w/ ability to filter down to specific agents, time frames, and programs.
Evidence-linked scoring that ties every evaluation back to exactly where it occurred in the call
Figure 4: Full breakdown of the prior authorization requirement call metric, accompanied by its source citation.
Program-specific workflow validation that ensures agents follow the right steps for each manufacturer or therapy
You can create and configure QA metrics specific to your teams, your programs, and your unique therapeutic areas.
This creates a quality foundation that is thorough, reliable, and fully aligned with the operational demands of patient access.
The Neon Quality Engine evaluates every call in seconds, giving teams the precision and consistency that manual QA has never been able to achieve. Supervisors get instant, evidence-linked scorecards, clear visibility into performance trends, and the ability to credential agents far faster than traditional monitored-call workflows allow. The result is a system that strengthens quality at the point of interaction and eliminates the blind spots that normally slow programs down.
Key capabilities include:
Real-time AI scoring that replicates existing QA criteria with complete consistency
Figure 1: Example of one QA “module”, which evaluates the call against several related “QA metrics”.
Accelerated agent credentialing based on objective evaluation of required questions, workflows, and documentation accuracy
Figure 2: Agent specific score-cards with recommended training based on call performance.
Supervisor dashboards that surface patterns, improvement areas, and program-level insights
Figure 3: Team dashboard for supervisor/manufacturer visibility w/ ability to filter down to specific agents, time frames, and programs.
Evidence-linked scoring that ties every evaluation back to exactly where it occurred in the call
Figure 4: Full breakdown of the prior authorization requirement call metric, accompanied by its source citation.
Program-specific workflow validation that ensures agents follow the right steps for each manufacturer or therapy
You can create and configure QA metrics specific to your teams, your programs, and your unique therapeutic areas.
This creates a quality foundation that is thorough, reliable, and fully aligned with the operational demands of patient access.
How Neon Is Different
The QA tools currently in the market measure surface-level signals like tone or sentiment. They can tell you whether a call sounded positive, but not whether an agent followed all of your program-specific work instructions, required steps, collected the right information, or executed the workflow correctly. In patient access programs, errors can translate into significant cost and delays for patients. It’s critical to close those quality gaps.
Neon’s Quality Engine evaluates the actual substance of each interaction: the questions asked, the data captured, the documentation entered into your systems of record, and the agent’s adherence to program-specific workflows. Every score comes with linked evidence, creating a clear, defensible record that shows exactly what occurred and why.
This depth does more than just improve internal performance. It strengthens your credibility with other stakeholders – payers, providers, and patients.
Patient support programs can finally demonstrate, with audited precision, that their teams are compliant, consistent, and executing to the standard required. Neon focuses on the substance of every interaction, creating a transparent, evidence-backed record that call center leaders and their stakeholders can trust.
The QA tools currently in the market measure surface-level signals like tone or sentiment. They can tell you whether a call sounded positive, but not whether an agent followed all of your program-specific work instructions, required steps, collected the right information, or executed the workflow correctly. In patient access programs, errors can translate into significant cost and delays for patients. It’s critical to close those quality gaps.
Neon’s Quality Engine evaluates the actual substance of each interaction: the questions asked, the data captured, the documentation entered into your systems of record, and the agent’s adherence to program-specific workflows. Every score comes with linked evidence, creating a clear, defensible record that shows exactly what occurred and why.
This depth does more than just improve internal performance. It strengthens your credibility with other stakeholders – payers, providers, and patients.
Patient support programs can finally demonstrate, with audited precision, that their teams are compliant, consistent, and executing to the standard required. Neon focuses on the substance of every interaction, creating a transparent, evidence-backed record that call center leaders and their stakeholders can trust.
Impact for Leaders
The Quality Engine gives call center, program, and enterprise leaders a previously unattainable level of visibility that has never before been possible.
100% QA coverage gives you a real-time view of operational performance across agents, programs, and workflows.
Leaders can see gaps, and identify coaching opportunities. Programs run with greater stability, and leaders gain the confidence that their teams are executing exactly as intended on every call.
The Quality Engine gives call center, program, and enterprise leaders a previously unattainable level of visibility that has never before been possible.
100% QA coverage gives you a real-time view of operational performance across agents, programs, and workflows.
Leaders can see gaps, and identify coaching opportunities. Programs run with greater stability, and leaders gain the confidence that their teams are executing exactly as intended on every call.
Impact for Teams
The Quality Engine gives access teams the consistency and reliability they’ve been missing. Calls are handled more accurately, credentialing happens faster, and supervisors can resolve issues before they turn into rework. With every interaction backed by clear evidence, downstream teams inherit cleaner documentation, leading to reduced callbacks, improved first-call resolution rates, and reduced cost per case.
Now Available
Today, we’re giving patient access leaders a new level of “command and control” visibility into their operations that hasn’t been possible until now.
Neon’s Quality Engine is now live and ready for teams across hubs, specialty pharmacies, and manufacturer programs. It supports full call coverage from day one, accelerates agent credentialing, and adapts to the rules and processes of every program.
For organizations looking to strengthen quality, streamline oversight, and prove performance with confidence, the Quality Engine offers an immediate path forward.
Let’s accelerate patient access together. Book a call with our team to see it in action.
Contents
Related articles
Related articles
Ready to transform Patient Access?
Ready to transform Patient Access?
Experience firsthand how Neon can streamline your patient access operations and dramatically enhance your bottom line.
Experience firsthand how Neon can streamline your patient access operations and dramatically enhance your bottom line.
NEWSLETTER
@ 2025 Neon Health (Belay, Inc).
AI-powered patient access automation
for leading pharma enterprises.
NEWSLETTER
@ 2025 Neon Health (Belay, Inc).
AI-powered patient access automation for leading pharma enterprises.
NEWSLETTER
@ 2025 Neon Health (Belay, Inc).
AI-powered patient access automation
for leading pharma enterprises.