Health System Saves 268 FTEs with AI Automation

10M+ calls managed annually

across clinics, service lines, access centers, and hospitals

268 FTEs of staff time saved

every year through always-on, multilingual conversational AI

250+ locations unified

handling nearly 900,000 calls per month on one consistent platform

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 entirely over the phone. System leadership also benefits from actionable insights delivered through ActiumHealth Insights' analytics dashboard, and the collaboration led to the creation of a centralized telecom leadership team driving strategic improvements across the entire health system.

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 challenges. 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 ensures patients reach the right destination quickly and with minimal burden on staff. By integrating with the organization's Epic EHR, ActiumHealth automates routine tasks like prescription refills and appointment scheduling, freeing staff to focus on complex patient needs while improving patient experience. ActiumHealth also worked alongside the health system to establish a centralized telecom leadership team responsible for overseeing call center operations and ensuring uniform service quality. ActiumHealth Insights, the LLM-powered analytics dashboard, offers in-depth insight into call interactions, empowering the telecom team to identify systemic issues and continually enhance caller experiences across all locations.

The Result

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 roughly 268 FTEs. Patients now enjoy a consistent and innovative brand experience, receiving the same high-quality service at every location. ActiumHealth Inbound quickly scales to accommodate future growth and changes within the organization, ensuring long-term sustainability and ongoing improvement. The collaboration 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.