Patient Access Opportunity Review
Unlocking $20.7M in Annual Impact
A preliminary view of Atrium Health’s access journey points highlights recoverable revenue in no-show reduction, collections uplift, referral conversion, and avoidable call volume — the levers with the most direct impact on care continuity.
Where Patients Are Experiencing Friction
Referral journey & patient retention
22–30% of referral orders never convert to a booked appointment—and for a growth-mode regional system, each one is a chance the patient ends up at a nearby flagship or academic competitor.
Post-discharge follow-up
A 30-day readmission rate of 15–20% is directly linked to missing or inadequate proactive follow-up after discharge—a costly, largely preventable gap.
Voice journey fragmentation
Fragmented legacy phone systems cause long hold times, transfers, and lost context on calls, such as questions on H.R. 1, billing, or scheduling—a pattern that compounds as new practices, service lines, and locations are added.
Out-migration to larger systems
43% of healthcare executives report losing 10%+ of annual revenue to patient leakage—most acutely when complex or specialty referrals migrate permanently to a larger academic or national system.
Authentication & identity friction
Manual verification and shared-access workflows create friction and identity-management risk—a challenge that multiplies as newly acquired practices bring their own legacy processes into the fold.
Where Patients Are Experiencing Friction
Easier access, fewer patients lost to out-migration
Fewer steps across key care journeys, and more referrals kept inside the system's own specialty network rather than leaking to a bigger regional or academic competitor.
Protect operating margins
A few points of readmission reduction avoid CMS penalties and uncompensated care costs, free bed capacity, and protect the ROI on a growing system's investment in new beds, sites, and service lines.
More patients scheduled and connected to care
Fewer dropped or frustrated callers, more issues resolved in a patient's preferred language—protecting a consistent experience patients expect, regardless of which legacy system or newly acquired practice they interact with.
Retained specialty and downstream revenue
More complex-care patients—and the ongoing primary and specialty relationships tied to them—stay inside the system's own growing network instead of a competitor's.
Lower operational burden and compliance risk
Fewer repeat calls, transfers, and escalations tied to authentication problems, along with reduced exposure to identity-related compliance risk – even as a system’s patient base and site count grow.
WestCX Orchestrate Works Across the Entire Care Journey—So No Patient Gets Left Behind
Delivering consistent, personalized communication across the full care journey isn’t something teams can manage manually. WestCX Orchestrate handles it automatically—across channels and around the clock. Its intelligence layer listens to existing systems, understands intent, and guides the next best action in real time, based on exactly where someone is in their journey.
