Cedar exec highlights AI’s role in reshaping healthcare call centers
ATLANTA, UNITED STATES — As healthcare systems grapple with staffing shortages and rising patient demands, artificial intelligence (AI) is poised to revolutionize call centers in 2025.
Dugan Winkie, Head of Commercial Strategy at Cedar, describes call centers as an “untapped opportunity” to streamline operations, enhance patient satisfaction, and boost financial performance.
“Call centers often struggle to accurately identify the root causes of patient inquiries due to inaccurate manual call categorizations,” Winkie told HIT Consultant. “By harnessing AI’s power, organizations can reduce call volumes, improve service efficiency, and maintain the human touch patients need.”
Challenges in call centers: Complexity and ethical concerns
Healthcare call centers are overwhelmed with inquiries—97% of calls revolve around billing questions or routine data requests rather than payments. Manual categorization errors and the complexity of healthcare billing exacerbate inefficiencies. Additionally, ethical concerns about data privacy and the need for robust safeguards have slowed AI adoption in these areas.
“Dealing with medical bills is one of the most stressful, time-consuming, and costly parts of the patient experience,” Winkie noted. “Patients are facing rising costs, causing more Americans to go bankrupt than any other sector.”
AI solutions: Self-service, automation and empowered teams
Cedar’s AI-driven approach focuses on three transformative strategies:
- Enhanced self-service: AI allows patients to resolve billing inquiries independently.
- Automated responses: Virtual agents handle routine questions, freeing staff for complex cases.
- Empowered representatives: AI equips agents with real-time insights for more empathetic and efficient interactions.
For example, Cedar’s AI chat assistant reduced chat durations by 17% during its alpha rollout. Patients rated self-service features highly helpful 84% of the time, while agents reported improved efficiency and satisfaction.
Best practices for AI implementation
Winkie emphasized a human-centered approach to AI integration. Key principles include:
- Delivering clarity to patients by simplifying billing processes.
- Earning trust through transparency in data use.
- Scaling empathy in interactions to maintain a human touch.
- Empowering team members by eliminating low-value tasks.
- Preserving control by allowing staff to oversee AI outputs.
The future of healthcare call centers
By 2025, AI is expected to reduce call volumes significantly while improving operational efficiency and patient experiences. Organizations that embrace this technology will gain a competitive edge, modernizing revenue cycle management while preserving empathy in patient interactions.
“AI should connect the dots, empowering patients to make informed decisions, tailored to their personal circumstances,” Winkie advised.
As healthcare evolves, leveraging AI in call centers offers a roadmap to improved efficiency and satisfaction across the industry.
