How Memorial Healthcare System reimagined patient access with AI.
90 sec
After-call work with Copilot, down from 20+ minutes to 90 sec.
67%
Inbound calls resolved end to end by Autopilot.
4.8/5
Patient satisfaction with a 35% response rate.
Delivering exceptional, patient-and family-centered care across South Florida.
For over 70 years, Memorial Healthcare System has served South Florida with a commitment to patient- and family-centered care. As patient demand grew, Memorial recognized that exceptional care needed to begin before a patient ever entered a hospital. The organization set out to transform one of the most important moments in the patient journey: accessing care.
Previously, patients often needed three to five calls to schedule an appointment. Different specialties used different menus and workflows, hold times regularly exceeded 20 minutes, and nearly one in 10 callers abandoned before reaching an agent.
Memorial wanted to create a simpler, more connected experience for patients while giving employees more time to focus on interactions where empathy and expertise matter most.
Building a foundation for intelligent patient access.
Memorial started by standardizing its patient access experience before introducing AI.
Working with Talkdesk Healthcare Experience Cloud, the organization replaced years of departmental customization with enterprise-wide standards. Every specialty now follows one of two standardized call menu structures, creating a more consistent experience while enabling ambassadors—the term Memorial uses for its agents—to support multiple service lines.
Memorial also integrated Talkdesk with Epic, bringing patient context into conversations before an ambassador answers. Instead of spending valuable time verifying identity and gathering basic information, ambassadors can begin conversations with the patient’s needs already in view.
This foundation gave Memorial the consistency needed to scale automation across the enterprise.
"Experiencing the complexity of the patient journey firsthand made it clear that we needed to simplify the experience—for both our team and the patients we serve."
Tiffany Fontanez Application Architect, Memorial Healthcare System
Putting AI to work where it matters most.
Memorial began by automating routine interactions, including appointment confirmations, cancellations, and rescheduling.
Today, 67% of inbound calls are resolved end to end by Talkdesk Autopilot, allowing Memorial to dedicate more time to complex patient needs while improving operational efficiency.
AI is also transforming the employee experience. With Talkdesk Copilot, after-call work that once took 20 minutes or more now averages approximately 90 seconds. In some departments, documentation can be completed in as little as 30 seconds.
Together, these improvements have helped reduce average hold times from 20–30 minutes to under five minutes.
Understanding every patient interaction.
Memorial is also using AI to rethink quality management.
Previously, the organization manually reviewed just three interactions per agent. With Talkdesk Quality Management and QM Assist, Memorial can now evaluate 100% of patient interactions, giving leaders a comprehensive view of performance and enabling more targeted coaching and training.
The impact extends beyond the numbers. Memorial now receives more unsolicited thank-you emails and positive social media comments than the complaints that once arrived daily.
With its operating foundation in place, Memorial is expanding AI across the patient journey, including plans to use Talkdesk Navigator to help patients navigate care and locate services, as well as exploring prescription refill automation.
Memorial’s transformation demonstrates what’s possible when healthcare organizations combine standardized processes, connected patient data, AI automation, and human expertise.
