Case Study: Regional health system in the Northeast achieves 99% scheduling accuracy and 98% call quality with Optum Patient Access Contact Center Services

Health system optimizes scheduling with Patient Access Contact Center Services

Regional Health System, a 1,000‑bed, multi-hospital organization in the Northeast with more than 700 providers and dozens of sites serving underserved populations, needed to streamline scheduling and strengthen customer service for over 65,000 patient calls per month. To augment internal patient access capabilities, the system chose Optum and its Optum Patient Access Contact Center Services to manage scheduling and caller communications.

Optum implemented its Patient Access Contact Center Services (later adding Clinical Access and Triage Management Services), hiring expert staff, deploying a referral decision tree, and aligning scripts and protocols with the health system. As a result, Optum supported scheduling across 19 departments (more than 400 physicians), maintained a 99% scheduling accuracy rating and a 98% quality rating over three years, improved Advance Beneficiary Notice handling, and rapidly adapted operations (e.g., shifting telehealth from 3% to 85%) to meet changing demand.