Scott Arnold, the hospital’s Chief Digital and Innovation Officer, says Aimee is improving call center operations – and taking the heat out of spicy interactions. For many health systems and hospitals the call center is the literal front line to healthcare access. Too often it acts as a barrier, with callers either hanging up, waiting too long to talk to someone or failing to be transferred to the right person. At Tampa General Hospital, leadership is hoping Aimee can solve those problems. Aimee is an AI tool developed by Hyro and launched last year at TGH to address call center operations. It’s Aimee’s job to answer phone calls that the call center’s human operators can’t get to, and to quickly and efficiently direct the caller to the right resource. “These are people in our community [who are] trying to get access and haven’t been able to do that,” says Scott Arnold, the hospital’s EVP and Chief Digital and Innovation Officer, who estimates that thousands of phone calls to TGH went unanswered or were directed to the wrong location each month prior to this program. “We have a strategic imperative to improve access to care, and this is where we’re struggling to meet that goal.” googletag.cmd.push(function() { googletag.display(“dfp-ad-hl_native1”); }); “We’re not different than any other health system [in that] we struggle with finding people to answer the phones, work the call centers and do … complicated care coordination over the phone through a call center and do it consistently,” he adds.…
