Innovaccer Helps Franciscan Health Boost Call Center Productivity

Innovaccer, a leading healthcare AI company, announced new outcomes from its partnership with Franciscan Health, a 12-hospital Catholic health system with over 900 healthcare providers.

By leveraging Innovaccer’s Access Center Copilot, Franciscan Health increased call-to-appointment conversion rates by 12%, leading to 128,000 additional primary care appointments and $19.2M in realized value. The health system also saw a 42% boost in call center productivity, a 28% drop in average call time, and a 10.4% rise in system-wide appointments. Franciscan achieved a total of $19.2M in annual value.

Access Center Copilot, part of Innovaccer’s Healthcare Experience Platform (HXP), equips call center agents with a complete view of consumer data and real-time insights. The AI-powered solution suggests next best actions and provides instant call summaries, enabling faster, more personalized service. This is made possible by Innovaccer’s Consumer Data Platform (CDP), which unifies clinical, claims, and demographic data into an AI-ready model.

“With our healthcare experience solutions, we’ve been focused on enabling health systems to deliver smarter, more personalized patient experiences,” said Abhinav Shashank, CEO and Co-founder of Innovaccer. “We’re proud to see improved first-call resolution, higher appointment conversions, and a positive revenue impact at Franciscan Health.”

“Since we brought in Innovaccer, we were able to streamline our spend, so we’re able to deliver the same results with less dollars. They provide accessible data and are able to connect it in a way that’s meaningful,” said Michael Shepherd, SVP of Marketing and Communications at Franciscan Health. “Its made a big difference for our performance and spend.”

“Innovaccer gives us a starting point because all the data is in one place, regardless of which department touched the patient’s chart,” added Brittany Kozlowski, Call Center Supervisor at Franciscan Health.

“Innovaccer is a key player to help us track data across the continuum of care and measure the patient experience across all touchpoints,” said Michele Pryzdia, Administrative Director of Patient Access at Franciscan Health.

The announcement follows Innovaccer’s recent recognition as Best-in KLAS CRM for the second consecutive year, scoring 94.5 in the latest report.

Innovaccer also recently announced the launch of its launch of its “Agents of Careᴹ”—a suite of pre-trained AI Agents designed to automate repetitive, low-value tasks and handle rising workloads due to staff shortage.