SUMMARY OF SUCCESS

Driving efficiency and standardization across decentralized call centers

Since 2018, the health system has partnered with ActiumHealth to revolutionize its call center operations, improving access to care across its network of decentralized locations. By implementing ActiumHealth Inbound, an always on, multilingual, conversational AI agent, in over 250 ambulatory clinics, service lines, access centers, and hospitals, the health system has achieved a new standard of operational excellence and service consistency.

ActiumHealth Inbound now manages 900,000 calls per month, efficiently routing patients to their requested destinations and offering self-service options through seamless Epic integration. This transformation has significantly expanded staff capacity and alleviated the burden on individual practices by completing self-service prescription refills and scheduling needs (such as cancel, confirm, and reschedule) entirely over the phone. Additionally, system leadership benefits from actionable insights delivered through ActiumHealth Insights’ sophisticated analytics dashboard, which provides a broad range of data from specific call recordings to overarching resolution trends.

The collaboration also led to the creation of a centralized telecom leadership team, driving strategic improvements across the entire health system. ActiumHealth works closely with this centralized telecom team to further enhance access and streamline operations.

ActiumHealth’s innovative, state-of-the-art approach helps this decentralized system deliver a cohesive and innovative brand experience for every caller.

THE CHALLENGE

Overcoming fragmentation in decentralized call center operations

Before partnering with ActiumHealth, this health system faced significant challenges managing millions of patient calls across its decentralized locations. Each site operated independently, leading to inconsistent caller experiences, long wait times, and fragmented data, which hampered efforts to improve operations or present a unified brand image.

In addition to these operational challenges, rising call volumes and staffing shortages made it difficult to keep pace with patient needs. The health system recognized the necessity of a unified technology solution to manage, route, and automate calls across all locations, as well as centralized leadership to streamline decision-making and improve access.

THE SOLUTION

Implementing advanced call management and centralized leadership

Beginning in 2018, the health system partnered with ActiumHealth to tackle these pressing challenges. Together, they successfully rolled out a comprehensive suite of solutions.

Comprehensive Call Automation

ActiumHealth Inbound is now live across over 250 locations, handling and routing nearly 900,000 calls per month. Using machine learning and natural language processing, ActiumHealth provides a seamless experience, ensuring patients reach the right destination quickly and with minimal burden on staff.

EHR-Integrated Self-Service

By integrating with the organization’s Epic EHR system, ActiumHealth automates routine tasks like prescription refills and appointment scheduling. This automation not only frees up staff to focus on complex patient needs, but also improves patient experience by providing consistent and accurate information.

Centralized Telecom Leadership

ActiumHealth worked alongside the health system to establish a centralized telecom leadership team, responsible for overseeing call center operations and ensuring uniform service quality. This structure enables unified decision-making, the implementation of industry best practices, and streamlined processes across its vast network.

Data-Driven Insights for Continuous Improvement

ActiumHealth Insights, ActiumHealth’s Large Language Model (LLM)-powered analytics dashboard, offers in-depth insights into call interactions, covering everything from individual call recordings to comprehensive resolution trends. This data-driven approach empowered the system’s telecom team to identify systemic issues and continually enhance caller experiences across all locations.

THE RESULT

Achieving a unified, high-quality caller experience across 10 Million annual calls

Through its strategic partnership with ActiumHealth, the health system has transformed its decentralized call centers into a unified, efficient system capable of managing 10 million calls annually and saving the equivalent of ~268 FTEs. Patients now enjoy a consistent and innovative brand experience, receiving the same high-quality service at every location. Furthermore, ActiumHealth Inbound quickly scales to accommodate future growth and changes within the organization, ensuring long-term sustainability and ongoing improvement.

The collaboration between the health system and ActiumHealth has not only improved patient satisfaction, but also positioned this system as a leader in leveraging technology, analytics, and processes to optimize operations and enhance the overall patient experience.