One Unified Platform Connecting Self-Service & Outbound Engagement

How a multi-hospital health system used an AI-powered patient access platform to transform patient engagement at scale.

For a large, U.S. health system with one of the highest contact center volumes in its region, providing convenient patient access meant finding a way to handle more routine interactions without putting additional pressure on live agents. Patients were calling for appointment scheduling, billing questions, pharmacy updates, and routine follow-up—while agents were spending valuable time manually locating patient records before they could even begin helping.

At the same time, outbound engagement for referrals and appointments was inconsistent. The health system needed a way to extend access beyond business hours, automate routine patient interactions, and give agents the context they needed when human assistance was required.

The Challenge

High call volumes and limited self-service capabilities were creating operational pressure across the contact center. The organization needed to improve access and patient engagement without simply adding more manual effort.

Key challenges included:

• High inbound call volumes across routine patient needs
• Limited self-service for scheduling, billing, pharmacy, and follow-up
• Manual patient record lookup at the start of calls
• Inconsistent outbound engagement for referrals and appointments
• The need to extend patient access beyond business hours

The Solution

The health system deployed SpinSci's unified platform to connect AI-powered self-service, EHR-integrated agent workflows, and automated patient outreach across the contact center.

The solution brought together:

• AI-powered voice and chat self-service for routine patient interactions
• EHR-integrated agent workflows that provide patient context when calls arrive
• Automated outbound patient engagement for appointments, referrals, and other follow-up
• Real-time EHR integration connecting patient interactions across the contact center
• Bilingual self-service in English and Spanish

Together, these capabilities created a more connected approach to patient engagement—automating routine needs while helping agents respond more quickly and with greater context when their involvement was needed.

The Results

The impact extended across efficiency, patient experience, and engagement:

• Reduced live-agent volume by automating routine interactions
• Faster, more informed calls with patient context available at call arrival
• More consistent outbound engagement to support referrals and follow-up
• Reduced no-shows and helped close care gaps
• Extended access beyond business hours through bilingual self-service

What does it take to connect self-service, live-agent workflows, and outbound engagement at the scale of a large health system?

Download the case study to see how one organization used a unified, EHR-connected platform to modernize patient engagement, automate routine interactions, and give patients more convenient access to support.

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