Automating Patient Access Workflows to Improve Scheduling and Reduce Call Burden

How a regional health system combined self-service scheduling, insurance workflows, and real-time patient context to reduce call volume and improve patient access.

A multi-site health system was handling high volumes of routine scheduling and insurance calls that still required live-agent support, while agents relied on manual EHR navigation to build patient context. The organization needed to automate routine workflows while giving agents the information they needed to handle more complex interactions efficiently.

The Challenge

Manual patient access workflows were increasing call burden and creating inconsistent experiences.

Key challenges included:

• High volumes of routine scheduling and insurance calls
• Limited self-service capabilities
• Manual EHR navigation by agents
• Longer handle times and inefficient workflows
• The need to support growing demand without proportional staffing increases

The Solution

The health system deployed SpinSci Patient Engage and Patient Assist, integrating with Epic and its Cisco contact center to connect self-service with real-time agent context.

The solution brought together:

• Voice IVR self-service for scheduling and appointment management
• Bilingual self-service in English and Spanish
• Insurance workflows for coverage and guarantor information
• Intelligent patient identification and context transfer
• Real-time EHR context and screen pop for agents

The Results

Automating routine workflows reduced reliance on live agents while improving continuity between self-service and human assistance:

• Reduced call volume for routine requests
• Less time spent navigating systems
• More efficient handling of complex interactions
• More accurate and consistent patient data
• A scalable patient access model

What could your contact center achieve if routine scheduling and insurance needs were handled through self-service while agents started with real-time patient context?

Download the case study to see how a regional health system automated patient access workflows to reduce call burden, improve efficiency, and create a more scalable model for growth.

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