S2E1 - Raihan Faroqui, MD: The Doctor at the Front Desk, AI on the Line

Raihan Faroqui trained in internal medicine and then went to work on the front desk. As VP of partnerships at Confido Health, he puts AI agents on the phone lines of what he says are about 1,500 outpatient practice sites, handling appointments, refills, insurance checks, and billing questions in twenty languages. His framing is that healthcare never had a software problem so much as a system of record problem, and agents are the first tool that does not demand a migration. In this conversation, we get into the economics of the unanswered phone call, why the deployment model looks more like consulting than software, how they define and measure agent failure, and the question the episode keeps circling: these agents do not tell patients they are agents.