How Ellit Groups unifies healthcare support with AI.

Unifying healthcare service desks with AI.

Ellit Groups combines two healthcare service desks into one AI-supported contact center—improving efficiency, agent experience, and patient support.

Ellit Groups is a healthcare consulting firm that operates contact center service desks for hospitals and medical groups across the country. With deep expertise in electronic health records (EHRs), the company supports critical workflows across clinical EHR, IT, and patient portal environments.

When Ellit Groups set out to build a new contact center, it saw an opportunity to do more than stand up another service desk. The company wanted to rethink how healthcare support could work—bringing two traditionally separate service desks together, reducing repetitive work, and using AI to give agents more time for the interactions that require empathy and expertise.

As Pam Saechow, CEO and Founder of Ellit Groups, explains, “We never replace the human empathy that people bring to the table. Our work is about taking the heavy lifting off the people who are there to do the work, keeping empathy and critical thinking while removing the day-to-day operational burden.”

From two service desks to one.

Healthcare organizations have traditionally operated separate service desks: one supporting clinicians with Epic workflows and another helping patients navigate MyChart.

Ellit Groups saw the same pattern across the industry. Separate teams meant duplicated resources, different staffing models, multiple systems, and inconsistent processes. When one desk was overwhelmed, the other could have capacity sitting unused.

Ellit Groups wanted to change that model. The company partnered with Talkdesk to build a HIPAA-compliant contact center on an aggressive timeline. With sales, technical, and analyst resources engaged from the beginning, Ellit Groups went live with its first client in roughly ten weeks, supporting both clinical Epic and patient-facing MyChart workflows—with AI included from day one.

One team, built for healthcare.

Following the initial launch, Ellit Groups began consolidating the two service desks into one operation.

Agents were cross-trained across Epic and MyChart workflows, learning not only the technical requirements of each environment but also the different communication and escalation needs of clinicians and patients.

The result was a single team with a shared leadership structure and broader expertise.

The goal was not simply to reduce headcount. It was to remove repetitive administrative work so employees could spend more time on the conversations where human judgment and empathy matter most.

AI that makes agents more effective.

Ellit Groups focused AI on some of the most time-consuming parts of contact center work: finding information during calls and completing work after the interaction.

With Talkdesk Copilot, agents can see relevant knowledge and recommend next steps while handling calls, reducing the need to search across systems while a clinician or patient waits.

That helped reduce average handle time by 22%, from nine minutes to seven minutes.

After the call, automated summaries transcribe the conversation, generate notes, and set the disposition. What once took roughly 90 seconds now takes less than 10 seconds.

The system also automatically redacts Social Security numbers and other sensitive information from transcripts, while Talkdesk Quality Management enables the team to evaluate interactions at scale.

Scaling with a leaner team.

By combining the two service desks and automating repetitive work, Ellit Groups now supports a four-client operation with 19 agents, compared with 24 previously.

The impact extends beyond operational efficiency. With more varied work and less repetitive administrative burden, agents have remained highly engaged. The contact center is fully remote, and attrition is now at its lowest level for the organization.

That employee experience translates directly to the patient experience. Ellit Groups surveys customers after every call, receives responses from more than 55% of interactions, and maintains an average CSAT score of 4.7–4.8 out of 5.

What’s next: Bringing AI to the patient.

Ellit Groups is continuing to expand its use of AI beyond agent support.

The next opportunity is patient-facing self-service for common needs such as password resets, appointment scheduling, refill status, and frequently asked questions. The company is also exploring real-time translation to help patients communicate in their preferred language without requiring a separate interpreter.

Ellit Groups expects these capabilities to eventually deflect 15–30% of contacts on a given service line.

The vision remains consistent: let technology handle the repetitive work so people can focus on the moments that require empathy, judgment, and expertise.