Customer story
Partnering with a regional health system to rebuild the front door to care — making it easier, faster, and more human to get support.
Director, Customer Engagement Center
Renown Health set out to redesign how patients reach care, starting with a simple question: what would the patient want? Together we reimagined access around that north star — making it easier to schedule, get answers, and stay connected to care teams.
Patients were getting stuck in complex phone trees and repeated calls before ever reaching a clinician. By rebuilding the front door with an intelligent contact center, Renown moved from 19 separate IVRs and thousands of routing rules to a single, smarter entry point.
Once agents had a unified view of each patient — recent conversations, referrals, open orders, and upcoming visits — they could move from transactional support to coordinated, comprehensive care. Every interaction became a chance to build trust and improve outcomes.
Within months, Renown saw double-digit improvements in patient-reported access and follow-ups, along with a significant increase in new appointments and preventive visits. Easier access didn't just reduce friction — it helped more people get the care they needed, when they needed it.