Smarter Call Steering, Richer Agent Context, and Proactive Outreach at Scale

How a Florida health system connected intelligent call steering, real-time patient context, and automated outreach to modernize patient access.

High contact center volumes across a bilingual patient population meant routine calls were reaching agents unnecessarily, while limited patient context and manual referral and order follow-up added further friction. The health system needed a more connected patient access approach combining self-service, real-time agent context, and automated outbound outreach.

The Challenge

Disconnected access workflows were creating unnecessary volume and delays.

Key challenges included:

• Routine tasks reaching live agents instead of self-service
• Limited call steering based on patient identity and intent
• Manual EHR lookups at the beginning of every call
• Agent-dependent follow-up for referrals and orders
• Gaps between referral and scheduled care

The Solution

SpinSci deployed Patient Engage, Patient Assist, and Patient Notify as an integrated patient access platform connected to the organization's EHR.

The solution brought together:

• AI-powered intelligent call steering and self-service across voice and chat
• A 360-degree patient view with real-time EHR context at call arrival
• Automated outbound voice and SMS outreach for referrals and orders
• Bidirectional EHR integration across patient access workflows
• Bilingual self-service and outbound engagement in English and Spanish

The Results

The integrated approach helped the organization improve access while reducing manual effort:

• Reduced misdirected calls
• Faster, more informed agent interactions
• Automated referral and order follow-up
• Reduced manual outreach and closed care gaps
• Bilingual access across self-service and outbound channels

Connect Self-Service, Agent Context, and Proactive Outreach

What changes when patient access can intelligently route calls, inform agents, and follow up with patients without requiring manual intervention?

Download the case study to see how a high-volume hospital system connected self-service, real-time EHR context, and proactive patient outreach to create a more efficient and responsive patient access experience.

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