TLDR: Nebraska Medicine has significantly enhanced its operational efficiency by implementing artificial intelligence, leading to a reported 40% reduction in calls requiring human intervention. This initiative, part of their ‘Delta Project,’ focuses on leveraging AI agents to manage patient inquiries and improve access to care.
Nebraska Medicine, a prominent healthcare provider, has announced substantial gains in efficiency through the strategic deployment of artificial intelligence (AI) within its patient communication systems. The organization reports a 40% decrease in the number of calls that necessitate human intervention, a testament to the effectiveness of their AI-driven solutions.
This significant improvement is a core component of Nebraska Medicine’s ‘Delta Project,’ an initiative aimed at transforming their call centers into models of operational excellence. By integrating AI agents, particularly those from Actium Health, Nebraska Medicine is addressing the challenge of managing millions of patient calls annually. These AI agents are designed to handle repetitive inquiries, allowing for a remarkable 85% or higher success rate for self-service transfers. This automation frees up high-performing staff, enabling them to focus on more complex, higher-value patient access functions.
Pat Michael, Director of Patient Contact Services at Nebraska Medicine, and Carter Dunn, Chief Operating Officer at Actium Health, have highlighted how this technology is reshaping patient access. The strategy involves redirecting resources and optimizing workflows, ensuring that patients receive timely assistance while human staff can dedicate their expertise to more critical interactions.
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Beyond call management, Nebraska Medicine has also successfully implemented AI to address internal operational challenges, particularly in nurse retention. By utilizing an AI-powered platform called Laudio, the health system has seen a 47% reduction in first-year nursing turnover. This platform helps leaders manage their teams more effectively, identify potential burnout risks, and foster stronger connections with employees, ultimately improving staff retention and overall organizational stability.
