Case Study: Valley Medical Center achieves enhanced patient engagement and streamlined Epic workflows with Alvaria

Large nonprofit healthcare provider located between Seattle and Tacoma, Washington

Valley Medical Center (VMC) is a large nonprofit healthcare system in Renton, Washington, serving over 600,000 residents through a hospital and more than two dozen clinics. VMC’s legacy, siloed communication systems slowed patient interactions, limited reporting and outbound dialing, and lacked integration with Epic, omnichannel outreach, screen/call recording and unified reporting—gaps that hindered efforts to improve the patient experience and meet HITECH-era expectations.

VMC selected Alvaria for its deep Epic integration to provide desktop automation, screen pops and omnichannel engagement (calls, text, email, IVR) while consolidating legacy vendors. The solution streamlined Epic-based workflows, enabled patient self-service and consistent scheduling, and produced measurable results—most notably Emergency Department follow‑up rates rising from >5% to 100%—along with improved billing workflows and better radiology prep communications.

Valley Medical Center

Wayne Manuel

SVP Strategic Services