Leading Academic Medical Center + ActiumHealth

SUMMARY OF SUCCESS

Automating and upleveling call centers

The health system transformed its patient access and operational efficiency across the full enterprise by partnering with ActiumHealth. The deployment of ActiumHealth Interact, a 24/7 AI voice agent, across six hospitals has revolutionized call management, increased capacity, and reduced staff burden.

Across the health system, ActiumHealth Interact handles approximately 2.7 million calls per year, freeing up approximately 123,000 hours of staff capacity (equivalent to 60 full-time employees) and reducing call volume to hospital operators by 65%. This enabled the health system to uplevel high-performing staff to focus on more complex, value-added tasks while avoiding the need for additional hires.

Beyond automating the hospital calls, ActiumHealth’s solution assists patients in navigating specific service lines, such as breast care and bariatric surgery. The partnership has prioritized expanding self-service opportunities for the Electronic Health Record (EHR) system across practices, service lines, and service desks allowing patient callers to manage appointments (e.g., cancel, confirm, reschedule), refill prescriptions, and reset MyChart password efficiently.

THE CHALLENGE

Improving and streamlining hospital call center operations

Each hospital operates its own call center and to manage its high volume of phone calls across call centers, employs full time operators as well as contractors. Before ActiumHealth however, high demand variability resulted in either overwhelming call loads or underutilized staff, incurring significant costs related to recruitment and training.

The health system needed an efficient and cost-effective solution to enhance call management, and address these workforce challenges. Additionally, the organization aimed for a system that could integrate with the EHR and deliver value across its practices and service lines.

THE SOLUTION

ActiumHealth Interact™

To address these challenges, the health system deployed ActiumHealth Interact across six hospitals to help the health system effectively manage call volume. Using AI Agents, ActiumHealth helps the health system resolve calls across the enterprise effectively adding extra capacity.

ActiumHealth Interact now answers 100% of incoming calls to six hospital locations using AI agents, first understanding the caller’s need and then routing the caller directly to the best available destination to solve it.

In each location, ActiumHealth Interact is operational 24/7, providing multilingual support and ensuring that callers are routed directly to the appropriate departments and providers. It includes features such as a single source of truth directory, tailored allow lists for internal or external callers, and an advanced LLM analytics dashboard that tracks resolution rates, reasons for non-resolution by site and key performance indicators.

By rolling out ActiumHealth Interact to handle millions of calls a year, the health system is now able to provide a scalable, cohesive experience to patients across multiple locations and channels.

THE RESULT

System-wide self-service opportunities

With the implementation of ActiumHealth Interact across the full enterprise, the health system now delivers a consistent and positive brand experience at all major access points. The health system efficiently handles increased call volume, allowing staff to focus on higher impact areas, improving patient access to care.

With ActiumHealth Interact, the health system is now equipped to answer, resolve, and delight callers in English as well as Spanish across the full enterprise. Every year, ActiumHealth Interact fields 2.7M calls across hospitals, practices, and service lines, reducing call volume to hospital operators by 65%. These automations have provided the health system an additional 60 FTE in much-needed capacity, dramatically reducing staff burnout and lowering the need for new employee recruitment and training.

Moving forward, ActiumHealth is working with the health system to expand ActiumHealth Interact across practices and scale ActiumHealth Activate, AI voice agent for patient outreach, to help close open orders and referrals.