Access, Actually copertina

Access, Actually

Access, Actually

Di: Ashley Dauwer
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Healthcare access shouldn't be a chaotic maze of dead ends, portals, and hold music. Access, Actually is a reality-grounded podcast that brings the operations leaders fighting to improve health systems face-to-face with the patients navigating them. Together, they tackle the everyday friction of chasing down care and explore how agentic AI can help turn patient intent into instant action, permanently dismantling the queue.

2026 Ashley Dauwer Igiene e vita sana
Episodi
  • Off Hold: What It Takes to Earn Patient Trust in Agentic AI

    Off Hold: What It Takes to Earn Patient Trust in Agentic AI
    Aug 17 2026

    Patients don't call because they love hold music — they call because the phone is still the channel most likely to end in a real answer. In this episode of Access, Actually, Burt Rosen — who brings the patient perspective, drawing on his own experience coordinating care through two cancer diagnoses across multiple institutions — sits down with Steve Smith, AVP of Enterprise Contact Center & Clinical Access at Inova Health System, to talk about why even the most tech-forward patients still reach for the receiver. They get into the real cost of that reliance — burnout, turnover, a call center that never stops ringing — and get specific about what's actually working: since connecting Hyro's AI to Inova's phone system and CRM, the health system now routes more than 80% of calls to the right destination on the first try. They close on what a digital channel still has to prove before patients are ready to put the phone down for good.
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    36 min
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