Multilingual AI Deploys in 8 Weeks at MemorialCare

150K calls answered every month

ActiumHealth Inbound handles 100% of inbound ambulatory volume to the patient navigation center

8 weeks to go live

from contract signature to answering and routing all calls with MemorialCare's brand voice

5 languages supported

natural-language routing in English, Spanish, Vietnamese, Mandarin, and Korean

Summary of Success

Designing and standardizing the caller experience

MemorialCare collaborates with ActiumHealth to provide a state-of-the-art contact center experience for ambulatory callers. MemorialCare deployed ActiumHealth Inbound to handle 100% of inbound ambulatory call volume to the system's patient navigation center. By collaborating with ActiumHealth to select a "confident, calming, and efficient" voice to represent the system, MemorialCare answers all calls with an empathetic and helpful persona, named Mila, whose intonation and style match other access points across the organization. ActiumHealth's solution is also integrated with MemorialCare's EHR to allow self-service options for callers. For nearly 150K calls every month, ActiumHealth routes callers to their requested destinations and lets them complete common needs such as appointment management, prescription refills, and MyChart password resets, boosting capacity for busy staff.

The Challenge

Replacing a rigid IVR with limited self-service capabilities

MemorialCare's central navigation center receives nearly 150K ambulatory calls every month. To answer and route this volume, MemorialCare relied on an upfront IVR and a large group of operators. However, the limitations of a traditional IVR, such as rigid routing options, limited endpoints, and no EHR integrations, stood in increasingly stark contrast to the innovative, customized digital front doors MemorialCare had put in place across the rest of the organization. Because the phone is the primary way patients engage with the system, the rigid and generic IVR experience was particularly detrimental to patient access. The increasing call volume highlighted the need for a scalable, cost-effective way to improve the caller experience and reduce the burden on operators.

The Solution

Deploying ActiumHealth Inbound, AI voice agent

AI-powered ActiumHealth Inbound was deployed to address MemorialCare's immediate needs and long-term goals. ActiumHealth Inbound now answers and greets 100% of inbound calls to MemorialCare's central patient navigation center. To ensure the technology was tailored to MemorialCare's specific needs, the relationship began with a collaborative sprint to integrate technologies and customize design requests, with ActiumHealth's design team working alongside MemorialCare system leadership.

The Result

A rapid, 24/7, EHR-integrated, multilingual caller experience

Within 8 weeks of contract signature, ActiumHealth was answering and routing 100% of calls to the central patient navigation center with MemorialCare's multilingual and personalized brand voice, Mila. To effectively serve MemorialCare's diverse patient base and eliminate communication barriers, ActiumHealth designed Mila to handle multilingual natural-language routing in English, Spanish, Vietnamese, Mandarin, and Korean. Laurie Sicaeros, Chief Strategy Officer of MemorialCare, commented, "Implementation of ActiumHealth has been both smooth and seamless." (A MemorialCare affiliate is a current investor in ActiumHealth. Any quotes or content attributed to MemorialCare reflect their individual experience and do not constitute a product endorsement.)