Academic Medical Center Generates $39M in Additional Revenue with AI-Powered Outbound Calls
generated through AI-powered outbound patient outreach
previously 13% of calls reached an interested patient; now 100% of transferred calls are with interested patients
with the AI agent, and a 12x reduction in cost per interested patient reached
Closing open orders and unlocking revenue at scale
A major health system faced a critical challenge: 40 to 50% of open medical orders remained unfilled, leading to gaps in patient care and missed revenue opportunities. Traditional contact center operations, including human agents making outbound calls and basic messaging solutions, were too costly to scale and not effective in reaching patients. This case study explores how implementing AI-powered call systems can transform call center operations and improve patient access while generating $39M in additional annual revenue.
Streamlining complex healthcare workflows
Traditional live agent calls reached voicemail 60 to 80% of the time, creating frustrating interactions and low agent productivity. Alternative communication channels like SMS messaging and email showed minimal patient engagement, failing to fill open orders, close care gaps, or provide the personalized experiences needed in healthcare. Traditional Interactive Voice Response (IVR) systems and basic chatbots can't handle the complexity of healthcare workflows or provide the natural language processing capabilities required for meaningful conversations during outreach. The organization needed an innovative solution to scale its patient communications while reducing operational costs.
Implementing AI agents for automated outreach
The health system partnered with ActiumHealth to deploy an advanced AI platform with true conversational capabilities that transformed their contact center operations. The AI-powered call center solution deployed virtual assistants that could automatically reach out to patients identified in an EMR worklist. These assistants would identify the patient and remind them of the open order. They could understand if patients were still interested in scheduling and, if not, what barriers were preventing them. The virtual assistants engaged in natural conversations and transferred callers to human agents as needed. The deployment focused on two key service lines, with AI agents handling thousands of outbound patient calls daily, while contact center managers received detailed metrics and conversation summaries to monitor performance.
Transforming patient support and agent performance
Over 60% of patients engaged with the AI agent, providing information about whether they had already received care elsewhere or explaining their reasons for wanting or declining to schedule. The health system saw a 7.8x boost in agent productivity: previously only 13% of calls led an agent to reach an interested patient, but with ActiumHealth, 100% of transferred calls are with patients interested in scheduling. The advancement transformed time-consuming manual processes into efficient, automated workflows, generating $39M in additional annual revenue. Based on these results, the health system is expanding AI-powered call center solutions across additional service lines, with ongoing optimization through machine learning and enhanced predictive analytics. Unlike generic AI solutions, ActiumHealth is built for healthcare, understanding medical terminology, following care protocols, and delivering real results from day one.
Related resources
Virtua Health Generates $25M+ with AI Outreach
Predictive models target high-risk patients across 11 service lines, driving 25K appointments & 21x ROI
6 Hospitals Achieve 65% Call Volume Reduction
Academic medical center automates 2.7M calls annually, gaining 60 FTE capacity with 90% success rate
Health System Saves 268 FTEs with AI Automation
250+ locations unified with conversational AI, saving 268 FTE staff time and boosting capacity 20%
Houston Methodist Creates $18M Staffing Capacity Without New Agents
Houston Methodist created $18 million of staffing capacity without adding any new call center agents