How Nebraska Medicine Automated 70% of Patient Calls Without Compromising Critical Care
handled by AI agents across multiple contact centers, with immediate answer times
to the Medical Communication Center, improving access and patient experience
across 1,200 affiliated providers and 70+ care locations
Automating 70% of calls while preserving critical care coordination
Nebraska Medicine, a $2.5 billion academic medical system, successfully implemented ActiumHealth's AI-powered patient communication platform to address overwhelming call volumes and operational inefficiencies. The implementation delivered exceptional results: a 70% call automation rate, a 40% reduction in abandoned call volume to the Medical Communication Center, and immediate answer times for automated calls. By automating routine inquiries, Nebraska Medicine freed its staff to focus on critical patient needs, including time-sensitive organ transplant coordination, while maintaining high patient satisfaction and service levels.
Routine calls interfering with priority workflows and life-saving operations
Nebraska Medicine faced mounting pressure in its patient access operations. Its agents were drowning in routine inquiries as they struggled to handle 2.5 million annual calls across multiple contact centers supporting 1,200 affiliated providers and 70+ care locations. Overwhelming routine call volume, much of it "switchboard work" transferring patients to requested departments, prevented focus on critical patient needs and increased the risk of missing critical calls, including time-sensitive organ transplant coordination. The situation became critical when routine calls began interfering with priority workflows such as provider-to-provider communications and multi-organ transplant center operations, where Nebraska Medicine has just one hour from organ availability to complete the entire acceptance process, with the contact center having only 15 minutes to contact the patient and connect all parties.
24/7 conversational AI with seamless escalation and priority routing
Nebraska Medicine partnered with ActiumHealth to implement AI agents as part of a DELTA project, the organization's highest-priority classification for strategic initiatives. This designation ensured executive backing and dedicated resources necessary for success across the entire health system. ActiumHealth's solution automated the most common patient inquiries while ensuring seamless escalation for complex cases. Conversational AI agents naturally handle follow-up questions and provide multi-language support, including the ability to switch languages mid-call. The system includes sophisticated emergency triage capabilities that automatically prioritize urgent medical concerns, ensuring patients with critical needs receive immediate attention, alongside 24/7 availability for patient self-service.
Freeing staff to focus on what matters most
With ActiumHealth, Nebraska Medicine automated 70% of its patient calls and cut abandoned call volume to the Medical Communication Center by 40%, all while delivering immediate answer times for automated calls. By offloading routine, switchboard-style work to AI agents, the health system freed its staff to concentrate on critical, time-sensitive workflows like organ transplant coordination, where every minute counts. The result is a contact center that scales to meet demand without compromising the human attention reserved for the patients and situations that need it most.
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