Lowell Community Health Center achieves 98% digital completion rate with AI-powered multi-language patient engagement

During the COVID-19 pandemic, Lowell CHC needed to identify and engage eligible patients for the vaccine across a highly diverse population — more than 40% of whom are not native English speakers. Manual outreach through community health workers (CHWs) was time-consuming and could not scale to meet the volume of patients needing contact. Real-time, multilingual communication was a critical barrier to equitable vaccine access.

Lowell CHC deployed Notable's intelligent automation platform — combining AI and robotic process automation — to automate patient identification, outreach, scheduling, and pre-visit intake workflows for COVID-19 vaccine distribution. The system customized communications based on social determinants of health such as language and literacy, connecting with patients in their preferred language to inform them when and where to receive their vaccine.

The platform achieved a 96% patient satisfaction rating and a 98% digital completion rate across all automated workflows. Over 5,000 intakes were completed in multiple languages, and digital engagement rates among patients with limited English proficiency improved by 30%. Community health workers were freed from repetitive manual tasks and redirected to high-touch care.

• Multilingual automation is essential for health equity: customizing outreach by language and literacy level dramatically improves engagement among underserved populations.
• Combining AI with RPA allows community health centers to scale CHW capacity without adding headcount, making population health management feasible at small to mid-sized FQHCs.
• High digital completion rates (98%) demonstrate that even diverse, underserved patient populations adopt digital workflows when communications are accessible and culturally appropriate.