The Customer

North Memorial Health, a prominent healthcare provider in the Midwest, was grappling with a significant challenge: high patient no-show rates were leading to substantial revenue losses and inefficient resource allocation. With 400 care providers across 24 clinics serving over 55,000 patients monthly, the health system needed a solution to streamline appointment management and reduce no-shows while improving overall patient engagement.

Additionally, North Memorial faced issues with nurses handling low-level calls for scheduling, location information, and FAQs, taking them away from more critical patient care tasks. The lack of accurate call categorization also hindered their ability to track trends and implement needed improvements effectively.

In partnership with Avaamo, North Memorial Health deployed a virtual assistant designed to tackle these challenges head-on. The system was implemented across multiple channels, including email, text, and phone calls, providing patients with flexible options to manage their healthcare appointments.

The Impact of AI on Patient Engagement and Appointment Management

The solution turned around North Memorial’s appointment system by making it easier for patients to reschedule or cancel appointments through self-service options.
This comprehensive system covered a wide range of appointment types, from telehealth check-ins to laboratory work and primary care physician follow-ups.
Patients could now proactively manage their appointments using their preferred method of communication.

Recognizing the diverse community they serve, Avaamo's solution was designed to be multilingual, offering services in English, Russian, Hmong, Spanish, with plans to add more languages in the future.

Recognizing the diverse community they serve, Avaamo’s solution was designed to be multilingual, offering services in English, Russian, Hmong, Spanish, with plans to add more languages in the future. This ensured that language barriers would not prevent patients from effectively managing their healthcare appointments.

A Game-Changer for Efficiency and Revenue Savings

For North Memorial Health, the results have been transformative. The implementation of the AI-driven appointment management system led to a 10% reduction in no-show rates, translating to an impressive $700,000 in annual savings.

The system now handles more than 600,000 reminders per year, with a 56% deflection rate for view/cancel/reschedule appointment requests. By automating appointment reminders and providing easy self-service options, the system has significantly reduced the workload on nurses and administrative staff. This allowed healthcare professionals to focus more on patient care rather than routine administrative tasks.

Scaling Support with Data-Driven Insights

As one of the busiest healthcare providers in the region, North Memorial Health has seen a marked improvement in its operational efficiency. The solution not only manages appointments but also provides in-depth call categorization reports. This valuable data empowers the healthcare system to track and respond to trends across all departments, clinics, and geographical locations.

The solution not only manages appointments but also provides in-depth call categorization reports. This valuable data empowers the healthcare system to track and respond to trends across all departments, clinics, and geographical locations.

In an industry where patient engagement and resource optimization are crucial, North Memorial Health’s adoption of AI-driven appointment management has set a new standard for healthcare providers. This solution not only meets the health system’s goals for reducing no-shows and improving efficiency but also paves the way for a future where patient experience is enhanced through smart, scalable technology.