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Virtual Triage

Virtual Triage

Virtual Triage


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Avia Summary

Virtual Triage is a solution provided by Clearstep which was founded in 2018. It belongs to multiple categories of digital health solutions including Digital Front Door (DFD), Virtual Health, Patient Flow, and Patient Education.
It has 7 verified clients.
Virtual Triage integrates with major EMRs such as Epic, Cerner, and Meditech.

Virtual Triage efficiently tackles the first mile of care by getting patients to the right care, at the right place and time with the right type of provider.

  • Avoid unnecessary ER and urgent care utilization
  • Promote convenient and consumer-centric care access
  • Enable better care navigation, including emergency, primary, and specialty care
  • Reduce high-volume, low-value administrative burdens on care teams by streamlining care routing and appointment booking processes

Clearstep’s Virtual Triage algorithms are built on top of Schmitt Clinical Content and are unique to each patient’s symptoms, acuity, and situation. Dr. Barton Schmitt is the co-author of the telephone triage protocols used in ~95% of call centers around the country and have been validated in over 200 million telephone triage encounters. They are the gold standard for telephone triage and Clearstep is the only provider of Schmitt Clinical Content for chat-based digital self-triage. In a double-blinded study, Clearstep’s triage routing exceeded 95% accuracy when compared to the judgment of a panel of ER doctors in a live, community-hospital setting.

What value does the Virtual Triage Solution provide?

Patient Acquisition:

Use Clearstep as a lead-generator, finding consumers online with care-seeking intent, bringing them through triage, and helping them book care at your organization. We’ve shown 10x ROI with current clients via booking appointments with Clearstep for new patients to the system.

Patient Retention:

Make it easy for existing patients to always know what to do next for their care. Promoting Clearstep as part of SMS follow-ups post-visits or embedding Clearstep in existing patient portals can help achieve this value lever.

Patient Satisfaction:

Clearstep’s Net Promoter Score (NPS) is 4x healthcare’s average. We consistently see users leaving positive, promotional comments about our clients – we’re white-labeled, so users see Clearstep as an extension of their provider, and leave great feedback about Clearstep in the context of our client’s brand (like the examples on our homepage).

Call/Command Center Efficiencies:

Avoid patients calling your nurse triage line by deflecting them to Clearstep’s self-service triage.

Alternatively, Virtual Triage can be used to scale up non-clinical call center agents and enable to accurate triage and schedule patient appointments. 

Care Routing Efficiencies:

At the end of the day, Clearstep is all about delivering the right care, at the right time, in the right care setting. Your providers are better enabled to practice at the top of their license with Clearstep ensuring the right patients are reaching them. Your system also benefits from the efficiencies of appropriate navigation (i.e. avoiding unnecessary ER visits, promoting telehealth when appropriate, routing directly to a specialist when it makes sense, etc.)

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EHR integration

Acute care EMR, Ambulatory EMR, Ancillary EMR, Patient portal, Pop health platform, Website / public online sources, Other
Recommended, but not required
Epic, Cerner, Meditech, Allscripts, athena, Other, Self-developed, NextGen, GE, eClinicalWorks, McKesson, Allscripts/Eclipsys, Athenahealth, Azalea Health/Prognosis, CPSI, Evident, Healthland, MEDHOST, MedWorx, QuadraMed
Desktop, Mobile / Tablet (web optimized), Other, Mobile / Tablet (native app)
Use cases and differentiators

We white-labeled and fully-configured a COVID-19 screener to the care access points (hospitals, telemedicine providers, nurse hotlines, and at-home resources of a 17-hospital system (reach out to learn specifics). A COVID-alert message on the home page routes users to the option to screen their symptoms for risk of infection and presentation of system-wide care options. The entire process of whitelabeling, configuring, implementing, testing, and going live was complete in 5 business days.

Clearstep's virtual triage platform is able to route >99% of adult and pediatric chief complaints towards their evidence-based next step.

Once live, an e-mail campaign was sent out to 650,000 residents in the areas surrounding the system to inform them that they could screen their symptoms. The email achieved the highest engagement rates of any mailer ever (3x higher email open rate and click-through rates). The COVID screener was used 30,000 times in the first three days.

Clearstep marries disparate data sets that exist in various locations within the system. We take the responsibility to marry clinical content, provider directories, insurance & eligibility information, claims data, and scheduling systems so that your system's teams do not have to. Clearstep is ready-made and fully-supported by our development team.platform that is customizable to your health system's specific resources. Clearstep's business solution package also offers patient targeting to ensure that patients searching specific symptoms within a health system's geography are routed into that system via a seamless, effortless, already-built user experience.
Clearstep is the only solution providing an end-to-end user experience that guides patients through all aspects of booking care. Our symptom checker is powered by the most accurate triage, diagnostic, and home care content available and is derived off content that is already used in 95% of nurse call centers in the country. Clearstep uniquely offers a natural language processing engine that can handle free-text descriptions of an individual's chief complaint. In addition to featuring the most accurate content available, Clearstep's digital dialog asks the least number of questions as compared to competitor platforms and provides a single next-best step. Competitors often provide multiple possible causes and next steps that reduce clarity for the end-user's next step.
Company information

Founded in 2018



Clearstep Digital Triage.png
Clearstep Symptom Checker.png
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Clearstep Virtual Triage
Unlocking Access to Specialty Care with AI-Enabled Routing and Self-Scheduling
Cut Call Center Costs via Automation, Decision Support and Leveling Up Agents


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3 reviews




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  • AMC
  • Pediatric Facilities
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July 13, 2023


July 13, 2023

Simple to implement and kickstart momentum

"We were looking for quick wins and easy changes. Clearstep was simple to implement and kickstart momentum for innovation."

Source: https://www.clearstep.health/case-study/duly-health-care

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Laurel Ris

Director of Patient Experience, Director of patient experience working with Virtual Triage at Duly Health and Care


July 13, 2023


July 13, 2023

This system saved lives

"This system saved lives."

"This type of AI made us feel more secure in our response to COVID-19."

Source: https://www.clearstep.health/case-study/baycare

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Dr. Alan Weiss

Chief Medical Information Officer, Executive sponsor working with Virtual Triage at BayCare Health System


July 13, 2023


July 13, 2023

Helped us drive engagement in our targeted channels

"At Novant Health, we are always looking into solutions that combine our focus on purposeful innovation and human centered care (both patient and care team.) As we’ve invested a lot of time and resources into AI, Clearstep has helped us drive engagement in our targeted channels and get [patients] to the right level and venue of care, which has proven to be successful for us and a win for the patient."

Source: https://www.clearstep.health/case-study/novant-health-generates-4x-roi-with-clearstep-smart-care-routing

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Amber Fencl

SVP, Digital Health & Engagement, Executive sponsor working with Virtual Triage at Novant Health



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