Long wait times, staffing shortages and rising call volumes are putting pressure on health system contact centers. At UChicago Medicine alone, teams handle roughly 12,000 calls a day.
To address these challenges, UChicago Medicine, Tampa General Hospital and the University of Texas Medical Branch (UTMB) are using AI to reduce abandoned calls, streamline referrals and help agents focus on patients who need more personalized support.
But technology alone isn’t enough. Leaders from all three organizations emphasize the importance of reliable data, clear objectives and frontline staff engagement.
This report explores their early results and practical lessons for health systems looking to improve patient access with AI.
Inside, you’ll learn:
- How three health systems are using AI to improve contact center operations and patient access
- Why connecting fragmented systems is critical to success
- How a phased approach can help demonstrate ROI and support broader adoption