AI BriefingBanner Health Deploys ElevenAgents for 24/7 Patient Care Scheduling
Key point
The deployment enables around-the-clock appointment scheduling directly within Banner's electronic medical record system.
Details
Banner Health has deployed ElevenAgents for patient-facing call handling, marking a shift toward automated, 24/7 primary care scheduling. The system answers inbound calls without hold queues, allowing patients to schedule, reschedule, and cancel appointments directly in Banner's electronic medical record.
Operational Impact
The deployment aims to eliminate wait times for patients, ensuring calls are answered at any hour. For Banner's patient access teams, the automation frees up resources to focus on complex cases requiring human intervention. The system includes a warm transfer feature that connects patients to a Banner team member with full call context whenever human support is needed.
Security and Compliance
The implementation adheres to Banner Health's strict AI governance framework, ensuring enterprise-grade security and HIPAA compliance. John Rares Almasan, Banner Health's senior vice president and chief AI, data and infrastructure officer, emphasized that the deployment includes human escalation in every conversation and real-time oversight to maintain safety and trust.
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