The business
Our client is a multibillion-dollar health system, and one of the largest in the Midwest, with hospitals and care sites across the region. Its mission is to make care easier to reach, at any hour and on any channel.
The challenge
Easy access to care, from first search to follow-up
Patients expect access at any hour
People want to find the right care, book and get answers on their own time.
Older applications
Systems built over many years were hard to change and connect.
Data in many systems
Scheduling, clinical and billing data sat apart, so channels showed different details.
A busy access center
Calls to schedule, reschedule and ask questions kept staff stretched.
The solution
What we are delivering
- ApplicationsLayer 1
- Data platformLayer 2
- Patient experienceLayer 3
- Modernizing applications
- Older applications being rebuilt or moved to the cloud, so they connect to patient channels.
- Building a shared data platform
- Scheduling, clinical and operational data coming together in one governed platform.
- Improving the patient experience
- Tools to find care, book visits and follow up, built on the same data.
- The same details everywhere
- Web, mobile, phone and in-hospital tools moving to the same information.
- Controls built in
- Patient data protected, with access limited by role and every access logged.
Progress
Where the program stands
Application modernization
Older applications moving to a modern platform, in stages.
Shared data platform
Patient, scheduling and operational data coming together.
Patient experience
Digital tools improving, on the same applications and data.
AI adoption
The client is preparing to put AI agents to work in patient access.
What’s next
AI agents for patient access
As the work continues, the client is preparing to adopt AI in patient access. Staff will approve anything that affects a patient's care.
Scheduling and rescheduling
Book, move and confirm visits by phone, text or web, at any hour.
Care navigation
Match each patient to the right service, site and clinician.
Follow-up after visits
Reminders and next steps after each visit, test or stay.
Help for access center staff
A summary and next step ready for every complex call.