AI-Powered Voice Assistant Transforms Patient Scheduling at Northwell Health

Rishad Al Islam

•3 min read
a man is talking to another man with an ai on his head

Client Overview

Northwell Health is New York’s largest healthcare provider, with 22 hospitals and over 850 outpatient facilities serving more than 2 million patients annually. Their contact centers process hundreds of thousands of patient interactions every month.

Challenges

Northwell Health faced growing pressure on its patient access teams and scheduling infrastructure.

  • High call volumes strained staff capacity
  • Long hold times impacted patient satisfaction
  • Manual scheduling created data errors and delays

Solution

Northwell partnered with Vsenk to deploy a HIPAA-compliant AI voice assistant using Vapi and GPT for patient scheduling and triage.

  • AI assistant integrated with EMR for real-time appointment data
  • Handled inbound calls using natural, conversational voice AI
  • Included smart triage logic and fallback to human staff

Business Impact

The solution delivered measurable performance improvements within 90 days of deployment.

  • Reduced average call handling time by 30%
  • Increased successful first-call resolution by 18%
  • Freed up staff time equivalent to 2 FTEs per facility

Client Testimonials

“The AI scheduling agent understands patient needs and resolves them instantly. It’s a game-changer for access and efficiency.” - Director of Ambulatory Operations, Northwell

“We didn’t just improve speed - we improved care. Patients now get the help they need faster.” - Head of Patient Services