Case Study: Esperanza Health Centers achieves improved patient experience and streamlined operations with Artera

Esperanza Health Centers Harnesses Data to Improve the Patient Experience and Optimize Efficiencies with Artera

Esperanza Health Centers, a Chicago-based Federally Qualified Health Center serving more than 45,000 patients across five sites, needed a simple, trust-building way to communicate with a largely Spanish-speaking, underserved population that their EHR (Athena) couldn’t support. To reach patients without requiring smartphones, logins, or internet access, Esperanza implemented Artera’s patient communication platform — including conversational texting, campaign tools, and Self Service Analytics — to deliver bilingual, accessible outreach.

Using Artera, Esperanza launched keyword campaigns, automations, broadcasts and pre-visit registration via SMS, restructured staff workflows, and used Artera’s Analytics Plus/Self Service Analytics to A/B test and personalize messaging. The Artera solution produced measurable gains: a 58% improvement in NPS, 90.2% appointment reach, and a 3% increase in response rates and booked appointments, while speeding registration, improving insurance renewal outreach, and enabling staff to respond to patients within minutes.

Esperanza Health Centers

Erika Estrada

Project Manager of Tech-Based Patient Engagement