Join Notable in Chicago at Becker's 2026

Eliminating Patient Hold Times: Catholic Health’s Rapid Deployment of Voice AI

Health systems across the country are facing the same challenge: rising call volumes, staff burdened with manual tasks, and phone systems that were never designed for today’s digital expectations.

Catholic Health, a multi-site health system in New York, partnered with Notable to redesign the experience for patients calling its MyChart HelpDesk. In just 5 weeks, the organization deployed an AI voice agent capable of resolving common patient requests and providing 24/7 assistance.

The impact was immediate. The AI agent contained 64% of calls that would have otherwise been routed to outsourced agents, eliminating hold times and allowing staff to focus on more complex patient needs rather than routine account and access questions. Building on this success, Catholic Health is now expanding AI voice agents into primary care lines for tasks like refills, referrals, and follow-ups, and deploying two-way conversational texting across dozens of specialties.

In this session, leaders from Catholic Health and Notable will share the operational and governance decisions that enabled rapid deployment, and what health systems should consider when introducing AI voice agents into patient support and access workflows.