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For many patients, a call to the contact center isn’t just about booking an appointment or checking a benefit. It’s a moment of vulnerability, often the first step in a longer journey of care. But when those calls are met with long hold times, endless phone menus, or multiple transfers, frustration sets in. And in too many cases, patients simply hang up.
What happens next matters. A missed call can mean a missed diagnosis, a dropped transfer can delay care, and an overwhelmed agent might unintentionally drive a patient away.
According to PwC, one in three consumers say they will walk away from a brand they love after just one bad experience.
In today’s high-stakes environment, health systems can’t afford for their front door to be a point of failure. That’s why leading organizations are reimagining the contact center, not as a cost center, but as a strategic asset. With intelligent automation, they’re simplifying access, boosting satisfaction, and giving teams the capacity to focus on what matters most.
Let’s explore how automation is improving the contact center experience for patients, staff, and the bottom line, one metric at a time.
From frustration to first-call resolution
Every time a patient calls with a need, there’s an opportunity to earn trust. But if that call ends unresolved, or never connects at all, that trust erodes.
First call resolution (FCR) has become one of the most telling indicators of contact center performance. When common questions like “Do you accept my insurance?” or “Can I schedule an appointment with my doctor?” are routed to overworked agents or dead-end menus, patients notice.
Intelligent automation is changing that dynamic. With AI Agents that can handle scheduling, eligibility checks, and even prescription refills in one call at any hour of the day, health systems are resolving more calls on the first try, increasing patient satisfaction with each interaction.
Reducing abandonment before the phone even rings
Long hold times are more than an inconvenience; they’re a signal that the system is struggling to meet demand. For patients already navigating health concerns, being placed on hold can feel like hitting another wall. Research shows that 67% of callers hang up because they’re frustrated by wait times.
Automation eliminates the wait. AI Agents can answer calls immediately, handle the majority of routine inquiries, and even escalate complex cases to the right team member, without the frustration of hold music or multiple transfers.
Moving past the menu maze
Interactive voice response (IVR) systems were meant to streamline routing, but they often do the opposite; confusing menus and dead ends lead to drop-offs and lost patients.
The most effective AI Agents go beyond routing. They complete full workflows from intake to follow-up, handling each step seamlessly. Whether a patient is requesting a referral, updating insurance, or confirming an appointment, automation ensures the experience is fast, intuitive, and friction-free.
Health systems that have replaced static IVR systems with intelligent automation report fewer drop-offs and higher satisfaction scores across all call types, especially for tasks like scheduling, referrals, and insurance updates.
Supporting staff, not sidelining them
Behind every call is a person on both ends. For contact center agents, the pressure to answer quickly, stay efficient, and manage emotional conversations can be overwhelming. Contact center turnover rates typically range from 30-45% annually, and it’s no surprise that rates in healthcare call centers are among the highest.
Rather than replacing staff, automation protects them. By offloading repetitive, high-volume tasks, AI Agents create breathing room so human agents can focus on complex cases that require empathy and expertise.
Preparing for what’s next
Call volumes spike. New programs roll out. Medicaid redetermination periods loom. Healthcare is dynamic, and the contact center must be ready to respond.
With traditional staffing models, the only solution to increased demand has been hiring more people. But automation offers a more scalable, sustainable approach. AI Platforms can flex with demand in real time, ensuring patients are supported whether it’s 3 p.m. on a Tuesday or 2 a.m. on a Saturday. Health systems using automation report greater agility in responding to call volume spikes, without sacrificing patient experience or overburdening staff.
The contact center as a care amplifier
These shifts aren’t just about call metrics. Health systems that embrace automation are building loyalty, reducing staff churn, and improving outcomes. Because when the first interaction goes well, the path to better health is already underway.
Ready to reimagine patient communication? Explore how Notable is helping leading health systems transform their contact centers today.
