What’s working: 3 contact center flows you can deploy fast

Many health system contact centers are flooded with repetitive tasks that overwhelm staff and delay patient access, from resolving portal access issues to onboarding needs. 

But not every call needs a live agent. By automating the most common inbound and outbound interactions, forward-thinking organizations are freeing up staff to focus on more complex patient needs while improving the patient experience. 

Here are three high-impact, easy-to-deploy contact center flows that are helping leading health systems drive results fast. ‍

1. MyChart Helpdesk support – No EHR integration needed

Patients frequently call health system contact centers with questions about their patient portal: “How do I reset my password?” “What is my activation code?” These repetitive questions tie up valuable contact center staff time. 

A Voice AI Agent can answer incoming calls and guide patients through common MyChart-related requests using conversational AI. It can assist with activation codes, password resets, and basic billing FAQs, all without EHR integration. 

Automating this task allows healthcare contact centers to support more patients with fewer resources, reduce average handling time, and deliver round-the-clock service. 

2. Pre-procedure instructions – Keep patients informed and prepared

Missed or delayed procedures cost both patients and providers. A Voice AI Agent can proactively call patients ahead of their scheduled procedures to: 

• Confirm the appointment 
• Share preparation and fasting instructions 
• Collect responses related to medical history or medications 

After the call, the AI Agent sends a follow-up SMS or email with written instructions for the patient’s convenience and logs a call summary into the EHR, ensuring staff stay informed. 

Use this automated workflow to decrease no-show rates, improve clinical readiness, and reduce last-minute surprises on the day of care. 

New patient welcome – Make the first impression count

Starting care with a new provider can be overwhelming. A Voice AI Agent can welcome new patients with a personal touch. 

The AI Agent calls newly registered patients, offers a warm introduction to the health system, shares key onboarding information, and supports scheduling their first appointment via SMS or email. This ensures patients are engaged and on-track from the beginning. 

Automate this workflow to improve patient conversion rates, increase PCP attribution, and lay the foundation for long-term patient loyalty. 

It’s time to automate the healthcare contact center

Voice AI is enabling health systems to automate high-volume, low-complexity calls with minimal effort. It’s built with clinical fluency, adheres to HIPAA guidelines, can verify patient identity conversationally, and captures intent, emotion, and context. 

Each of these workflows can be configured and launched in weeks, enhancing operations without overburdening teams. 

Get in touch today to learn how you can lay the foundation for a healthcare contact center of the future. 

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