What is Operator Labs?

Operator Labs provides AI voice agents for healthcare revenue cycle management. Our AI makes insurance follow-up calls, navigates phone trees, waits on hold, talks to payer representatives, and documents outcomes—automating the most time-consuming parts of medical billing and collections. We're HIPAA compliant and SOC 2 certified.

How do Operator Labs AI voice agents work?

Our AI voice agents make real phone calls to insurance payers on behalf of healthcare providers. They navigate automated phone systems (IVR), wait on hold, communicate with payer representatives to check claim status, resolve denials, verify eligibility, and document all outcomes directly into your system. The AI handles the repetitive work so your team can focus on complex cases.

Is Operator Labs HIPAA compliant?

Yes, Operator Labs is fully HIPAA compliant and SOC 2 Type II certified. We maintain strict security controls, encryption, access controls, and audit trails to protect patient health information (PHI) throughout all interactions. We also support BAA agreements with all customers.

What payers does Operator Labs call?

Operator Labs AI voice agents call all major insurance payers including UnitedHealthcare, Anthem Blue Cross Blue Shield, Aetna, Cigna, Humana, Medicare, Medicaid, and hundreds of regional and specialty payers. We support commercial, government, and workers' compensation payers.

How is Operator Labs different from other RCM solutions?

Unlike traditional RCM software that tracks what needs to happen, Operator Labs actually does the work. Our AI voice agents make real calls to payers—navigating phone trees, waiting on hold, talking to representatives, and documenting outcomes. We're the execution layer that augments your existing team and systems, delivering 3x productivity gains without adding headcount.

What ROI can healthcare organizations expect from Operator Labs?

Healthcare organizations using Operator Labs typically see 3-4x productivity gains for their AR teams, recover 4-6% more revenue from claims that would otherwise be written off, and eliminate thousands of hours of hold time monthly. Our customers have recovered over $847K in 90 days from claims they had previously given up on.

Does Operator Labs integrate with EHR and practice management systems?

Yes, Operator Labs integrates with major EHR and practice management systems including Epic, Cerner, athenahealth, eClinicalWorks, NextGen, Allscripts, and many others. We also offer API access for custom integrations with your existing RCM workflows.

How quickly can Operator Labs be deployed?

Operator Labs can be deployed in as little as 2 weeks. We connect to your PM/EHR system, build a queue of accounts to work, and start making calls. There's no long implementation—we augment your existing processes rather than replacing them.

Security, privacy, and compliance made easy

Security isn't an afterthought at Operator Labs. Our program is designed around the privacy, security, and communications standards your team expects.

GDPR

SOC 2

HIPAA

ISO/IEC 27001

TCPA

REG F

Core controls

Encryption in transit and at rest, least-privilege access, audit logs, and monitored infrastructure.

Vendor review friendly

Clear documentation, standardized security artifacts, and a fast path to answer questionnaires.

Organizational Security

Built secure from the ground up

Security is embedded at every layer — from how we hire and onboard employees, to how we respond to incidents and manage third-party risk.

SOC 2 ISO 27001 HIPAA

Access Control

Role-based access with least-privilege enforcement. MFA required across all production systems and internal tooling.

Employee Training

All employees complete security awareness training at onboarding and annually. Role-specific training for those handling PHI.

Incident Response

Documented IR plan with defined severity tiers, escalation paths, and post-incident review process — tested on a regular cadence.

Vendor Risk Management

All third-party vendors undergo security review before onboarding. Subprocessor list is maintained and available upon request.

Endpoint Security

Managed devices with EDR, full-disk encryption, and enforced screen lock. BYOD prohibited for systems accessing PHI.

Infrastructure & Monitoring

Cloud-hosted on AWS with continuous monitoring, automated alerting, and audit logs retained for 12+ months.

Data Privacy

Your data stays yours

We process PHI and PII only as necessary to deliver our services. Data is never sold, shared for advertising, or used to train models without explicit consent.

HIPAA GDPR

HIPAA & PHI Handling

We execute Business Associate Agreements (BAAs) with all customers. PHI access is logged, auditable, and scoped to the minimum necessary for each workflow.

GDPR Alignment

For EU data subjects, we support access, erasure, and portability rights. A Data Processing Agreement (DPA) is available upon request.

Data Minimization

We collect only what's required to execute the task. Recordings and transcripts are scoped to the session and not retained beyond the configured window.

Subprocessor Transparency

We maintain a current list of subprocessors and provide advance notice of any changes that affect PHI processing.

Communication Protocols

Every call, compliant by design

Our AI agents operate under strict communication guidelines — governing identification, consent, recording, and permissible hours — so every outbound interaction meets regulatory expectations.

TCPA

Caller Identification

Every call clearly identifies the calling party and purpose, consistent with TCPA and applicable state disclosure requirements.

Consent Management

Call campaigns are gated by consent records. DNC and opt-out lists are synced in real-time and honored within minutes of registration.

Call Recording & Retention

Calls may be recorded for quality and compliance. Recordings are encrypted, access-controlled, and subject to configurable retention policies.

Permissible Hours

Outbound calls are restricted to permitted hours per jurisdiction. Time-zone logic is applied per recipient to prevent out-of-window contact.

TCPA Compliance

Automated dialing workflows are built to TCPA standards — including prior express consent requirements for prerecorded and artificial voice calls.

Full Audit Trail

Every call attempt, outcome, and escalation is logged with timestamps — creating a complete audit trail ready for compliance reviews.

RCM & Collections Compliance

Purpose-built for healthcare collections

Revenue cycle and collections workflows carry specific regulatory obligations. Operator Labs is designed to help you meet them — from the FDCPA to Regulation F and state-level debt collection rules.

FDCPA Reg F CFPB

Regulation F (Reg F)

Call frequency caps (7-attempt rule), limited-content message support, and electronic communication opt-in workflows built in by default.

FDCPA Guardrails

Validation notice workflows, cease-communication handling, and dispute flagging ensure debt collection contacts comply with federal consumer protection law.

Payer-Side Compliance

Outbound payer calls follow HIPAA minimum-necessary rules. Operator Labs does not disclose PHI beyond what's required to verify or resolve a claim.

State Licensing Awareness

Call campaigns can be scoped by jurisdiction to account for state-specific debt collection licensing requirements and calling restrictions.

Patient Communication Controls

Configurable balance thresholds, hardship flagging, and tone controls — designed to preserve patient relationships throughout the collections process.

Documentation & Evidence

Every collection touch is logged with outcome, script version, and timestamp — ready for compliance audits or dispute resolution.

Certifications & Audits

Independently verified, continuously improved

We continuously strengthen our controls and operational practices to meet enterprise requirements and make security reviews simpler for your team.

Common requests

SOC 2 report

Available via our Trust Portal under NDA / access controls.

HIPAA & BAA

BAA support and healthcare-grade safeguards for PHI handling.

Security questionnaire

Standard responses and supporting evidence provided quickly.

Pen test summary

Executive summaries and remediation status when applicable.

DPA / privacy

Data processing and privacy documentation aligned to your needs.

Architecture overview

High-level system diagram and controls overview for reviewers.

Operator Labs - AI Voice Agents for Healthcare Revenue Cycle Management

What Operator Labs Does

Key Benefits

Who Uses Operator Labs

Integration Capabilities

Contact Information