Future Bet: Smart Concierge

Vision & Goals 

Hospitals can be complex environments, and coordinating care often involves many moving parts. We are redefining access with a digital-first, white-glove service.

Our Solution 

At its core, smart concierge means digital first, human next. What this looks like in action is that a digital agent will be the foundation, but that agent will know when it is time to get a human involved. This approach has helped us move our phone team from one operator taking calls for four doctors to one operator taking calls for 10 doctors. This has reduced our time for new appointments from months to weeks and from weeks to days. We’ve already seen incredible outcomes by implementing this service, including more than 22,000 appointments scheduled daily and almost 50% of all new patients needing primary or specialty care seen within 5 to10 days. Creating opportunities for better and more seamless patient access to healthcare is one of our top priorities, and smart concierge is helping us achieve that. 

Next Steps

The opportunities for smart concierge are endless, from optimizing overall hospital operations, supply ordering, referral intake, HR inquiries, patient transfer coordination and more. Combined with a “care traffic control” approach and AI-driven data, we predict that many of our valuable operational areas will be enhanced with a comprehensive smart concierge approach and platform.