Johns Hopkins Health System

Johns Hopkins faced chronic inefficiencies in its contact center operations, including long patient wait times, staff working across disconnected tabs and systems, and an inability to handle appointment scheduling, prescription refills, and insurance verifications at scale. Healthcare call centers typically operate at 60% of needed capacity during peak hours, running ~23 agents short of optimal staffing.

Johns Hopkins partnered with Talkdesk to deploy the Healthcare Experience Cloud, integrated directly into Epic via Epic's Workshop program. The platform provides AI-powered self-service, intelligent routing, omnichannel capabilities, and specialized AI agents for discrete tasks (scheduling, prescription refills, insurance verification), creating a unified workspace for contact center agents.

The deployment is ongoing/announced; no post-implementation outcome metrics are reported in this article. Industry benchmarks cited suggest organizations using similar AI have served 50% more patients with existing staff, reduced wait times, and decreased staff burnout by offloading routine tasks to automation.

• Embedding AI contact center tools directly into the EHR (Epic) eliminates tab-switching and unifies agent workflows, a key efficiency lever.
• Modular, task-specific AI agents (one for scheduling, one for refills, etc.) allow phased rollout with quality control at each step.
• HIPAA compliance and staff retraining remain significant implementation hurdles even when the technology is proven.