5 patient access insights from Beacon Health System and Regional One Health

Healthcare technology is advancing rapidly, and so is the number of point solutions aimed at improving patient access. Many of these tools add complexity without strategic value. For example, at one of the busiest trauma centers in the country, patient registration took over 7 minutes across 6 applications. 

When patient access becomes fragmented, the care experience suffers. Beacon Health System and Regional One Health recognized this as a persistent challenge and prioritized a more cohesive solution.

Leaders in both organizations turned process inefficiencies into streamlined digital experiences using an AI platform.

Driving AI platform success with digital-first thinking

Regional One relied heavily on paper-based processes, which made it hard for patients to access care.

“If you came in for a radiology test, you signed seven sheets of paper. If you then saw a doctor, you signed the same seven again,” says Daniel Thomas, Vice President of Information Technology Operations. 

Previously, staff used more than five applications to register a single patient, taking over 7 minutes. Now, check-in takes less than 30 seconds with a single AI application.

This new workflow frees staff from desk work, allowing them to take on a more helpful, concierge-style role while technology manages the check-in process.  

“The goal was never to reduce employees,” Thomas adds. “It’s hard to find people, and running them off is not a good idea. We wanted the experience to change, not the people.”

Supporting patients and staff throughout AI implementations

Thomas shares that collecting co-pays was uncomfortable for staff and patients at the safety-net hospital, even for small amounts. To best support staff, AI took over this discussion by offering digital co-pay collection.

To support the AI rollout, the organization relied on AI broadcast texts, in-clinic signage, flyers, and leadership presence in the waiting room. These multi-channel communications emphasized the organization's commitment to change.

Executives even joined in helping patients during go-live.

“It’s about access, but it’s also about the experience,” Thomas adds. “We’re just here to help.”

They involved physician champions, executive sponsors, and frontline teams from the start. 

Regular, clear updates showed everyone how AI could improve their work and why it was the right tool for patient access.  

Measuring AI impact with data

Diagnostic imaging scheduling was a slow, disjointed process at Beacon, making it a targeted area for AI implementation.

“A lot of leakage happens there,” says Kate Newbold, PhD, Director of Digital Design and Customer Experience at Beacon Health System. “Getting patient callbacks could take days or weeks.”

The health system initially looked for a vendor to handle outbound order scheduling. Their focus grew to improving all consumer access points with a cohesive approach. 

After seeing early success with mammography and select CT orders, Beacon expanded the platform to include over 40 diagnostic imaging orders including ultrasounds, Dexa, and additional CTs. At the same time, Beacon rolled out additional services on the Notable Platform including AI-powered inbound online scheduling, digital registration, and appointment reminders.

“About 45% of patients schedule through AI, and about 30% do so within 24 hours, which is one of our level zero goals,” she adds.

Regional One faced access challenges due to a lack of a digital front door. The team sought a scalable way to engage patients and collect feedback, especially those who did not want to schedule by phone.

Using feedback to support growth

Thomas explains why no-show rates drop and engagement rises with AI. “The more tools patients have to make appointments, the more likely they are to show up,” he says.

Beacon previously managed outbound patient communication sporadically. Appointment reminders, pre-visit estimates, pre-registration information, and self-arrival texts  came from multiple systems and contact numbers. 

Now, patients are getting the right message at the right time for the right transaction. “We’re hearing comments like, ‘Simple. Easy. That was so quick, thank you,’” she adds. And that feedback is coming from everyone: from 25-year-olds to patients 85 and older.

Managing change through communication 

Newbold explains that implementing multiple point solutions previously took years at Beacon. The health system implemented the AI platform in about 9 months. Both leaders agree: communication shapes implementation.

Managing change requires ongoing, targeted messaging to all staff, from the frontline to executives. Additionally, pre-work and education helped Beacon drive success.  

Regular forums provide a space for staff to ask questions and anticipate workflow changes. Identifying a physician champion who can field concerns from medical staff reinforces the “why” in technology implementations. 

As a result, clear, structured updates keep AI moving forward. 

Progress without perfection: How to advance AI 

Aligning the new AI scheduling platform with strategic goals helped Beacon move past pilot thinking. “To impact strategic goals, we must scale. Otherwise, technology only adds marginal value,” Newbold explains.

At Regional One, Thomas adds, they avoided using the word “pilot” altogether. “A pilot says, ‘Well, if it doesn’t work, we’ll do something else,’” he shares. “That was not an option here.”

The organization deployed smaller AI launches. That allowed the team to assess progress and avoid potential delays caused by excessive fine-tuning.

Implement AI with purpose

Even though AI is undeniably transformative, deploying the technology isn’t the ultimate goal for many health systems. Rather, tying AI to an enterprise strategy transitions access from innovative to high-impact.      

Experiences from Beacon and Regional One reveal five standout AI strategies for improving access: 

1. Lead with a digital-first mindset. Technology should align with the organization’s mission rather than isolated fixes.
2. Communicate extensively. Bring a broader audience into discussions about value, goals, and implementation.
3. Make progress without perfection. Avoid getting stuck in “pilot purgatory” — start small, iterate, and scale quickly.
4. Let data define success. Use measurable outcomes to guide AI expansion.
5. Increase visibility. Collect patient feedback, demonstrate improvements, and show staff how technology improves their experiences.

Read more insights from Noteworthy 2025 here.