IMC2 - AI-Powered Patient Access: Syracuse Community Health’s Journey

Session Description: In the context of Federally Qualified Health Centers (FQHCs), Syracuse Community Health (SCH) faced a common challenge: meeting patient needs efficiently and promptly. Traditional patient representatives often resulted in frustratingly long wait times, leaving patients on hold sometimes for up to 40 minutes. To address this critical issue, SCH introduced AI Patient Representatives.

The AI Patient Representatives adeptly handles phone inquiries, manages appointments (including scheduling, rescheduling, confirmation, and cancellations), and facilitates prescription refills. Additionally, there are future capabilities, such as arranging Medicaid transportation roadmapped.

By deploying the AI at the front-end call center, we’ve achieved zero wait time, and with the AI handling appointments, allowed live agents to focus on service to the needs of our patients. Calls beyond the AI’s capacity, e.g., unavailable appointment slots, are seamlessly transferred to human representatives, ensuring patients receive the attention they deserve.

Despite challenges—limited resources, integration complexities (OCHIN EPIC), tight timelines, and budget constraints—SCH persevered. Overcoming skepticism from naysayers, we rallied key stakeholders, aligned with AI vendors, and ensured system compatibility. Our journey involved training the AI and upskilling the workforce.