Contact Center Modernization

Improve contact center efficiency and ROI through automation

Depositphotos 395442648 XL Scaled

Contact center automation is beneficial in advancing patient access, engagement, and satisfaction. While contact centers are often viewed as inefficient uses of labor and can be laggards in automation technology adoption, strategically deploying new capabilities made possible by recent developments in AI can improve performance across many metrics. 

Value Delivered

Reduced labor spend

through automation and modernization

Leveraged processes and technology

to build sustainable, long-term improvements

Maximized AI capabilities and automation

for enhanced efficiency

How We Deliver Value

Impact Advisors’ healthcare contact center solutions address unique client challenges to set your organization up for long-term success. Our experts’ strategic planning and vision setting help you build off of your current healthcare contact automation and AI competencies, whether you are just getting started on your journey or already have the infrastructure for driving adoption.

Planning
Depositphotos 671938524 XL Scaled
  • Contact Center Modernization Strategy & Roadmap Definition
  • Contact Center Operating Model & Governance
  • Requirements Analysis & Vendor Selection
  • Value / Benefit Realization Framework
  • Technical Blueprint / Functional Architecture
  • CX, CRM, IVR, and WFM Application Rationalization / Selection
Depositphotos 640545676 XL Scaled
  • Modernization Program Management & Implementation
  • CX, CRM, IVR, WFM Implementation Support
  • Innovation & Partnership Development
  • Cloud Analysis & Transformation
  • Command Center Creation
  • Integrated Patient Communication Platform Implementation
  • Contact Center Data Tracking and Reporting
  • Contact Center Interim Leadership
Depositphotos 11189888 XL Scaled
  • Digital Roadmap Refresh
  • Education Workshops
  • Implementation at Scale
  • Policy & Regulatory

Strong Stories. Detailed Experiences. Case Studies.

$215k

in Labor Savings per month

Impact Advisors helped a large Midwest health system transform their call center operations using AI. We established a vision and path to vet, implement, and optimize four interconnected software products from a mix of vendors, each featuring the latest AI capabilities available. This eliminated reliance on outsourced call center staff, minimized overtime use, reduced staff turnover, and decreased the need for live agents. Call center staff are now more satisfied and more productive.

Our Leaders

Jeff H

Jeff Hartweg

Digital Health Leader

Jeff is a strategic and results-driven technology executive with a proven track record in leading digital transformation across healthcare and financial services. Some of his areas of expertise include cloud innovation (AWS Connect), digital transformation, financial management, technology strategy, cost optimization, Robotic Process Automation, and workforce management.

Insights

Depositphotos 649167118 XL Scaled

Accelerating Enterprise AI Adoption & Speed to Value

AI/Artificial Intelligence

SI

Scottsdale Institute Roundtable Recap: Revenue Cycle Performance Optimization

AI/Artificial Intelligence, Revenue Cycle

Depositphotos 831119628 XL 1 Scaled

Healthcare IT and the Workforce: Addressing the Skills Gap and Preparing for the Future

AI/Artificial Intelligence, Change Management

Depositphotos 212173612 XL Scaled

Evaluation of AI in Patient Communications

AI/Artificial Intelligence, Contact Center, Digital Health

Depositphotos 420029556 XL Scaled

A Unified Digital Front Door: Reimagining Patient Engagement Through LLM-Based Orchestration

AI/Artificial Intelligence, Contact Center, Digital Health

Depositphotos 817152482 XL Scaled

The Digital Front Door Reckoning

AI/Artificial Intelligence, Contact Center, Digital Health

Depositphotos 388494502 XL Scaled

Governing the Digital Front Door: Why Hospital Boards Must Lead Digital Governance and Organizational Alignment in the Next 5 Years

AI/Artificial Intelligence, Contact Center, Digital Health

Depositphotos 150527994 XL Scaled

Patient Engagement Automation: A Strategic Imperative

Contact Center, Digital Health, IT Optimization & Modernization

Depositphotos 182501924 XL Scaled

From Compliance to Capability: Making AI Governance Work for Health Systems

AI/Artificial Intelligence

Depositphotos 395368276 Web

Accelerating Quality & Safety Case Reviews Through Scalable AI-Assisted Workflows

AI/Artificial Intelligence

Depositphotos 326409576 XL Scaled

Reduce Operational Expenses via Consolidated Patient Engagement Interactions

Contact Center, Digital Health, IT Optimization & Modernization

Depositphotos 691706844 XL Scaled

The Digital Cure: Improving Access and Efficiency in Healthcare

AI/Artificial Intelligence, Physician Enterprise

Depositphotos 53665931 XL Scaled

The Last Mile Problem: Closing AI’s Value Gap

AI/Artificial Intelligence

1083 Scaled

Bridging Intelligence and Impact: Why UI Design Is Critical for Healthcare AI

AI/Artificial Intelligence

Depositphotos 200528396 XL Scaled

AI and Medical Billing: What’s Next?

AI/Artificial Intelligence, Revenue Cycle

Depositphotos 35352281 XL Scaled

The Rise of the AI-Powered Clinician: A New Era in Healthcare

AI/Artificial Intelligence

Depositphotos 718580806 XL Scaled

AI in Healthcare: Why Real Transformation Starts with People, Not Just Technology

AI/Artificial Intelligence

Depositphotos 710685948 XL Scaled

Four AI Deployment Patterns Healthcare Leaders Need to Understand

AI/Artificial Intelligence

Depositphotos 18398501 XL Scaled

Synthetic Doppelgängers: When AI-Generated Data Gets Too Real

AI/Artificial Intelligence

Depositphotos 786048336 XL Scaled

Clinicians Take the Lead in Generative AI Adoption

AI/Artificial Intelligence

Depositphotos 19563899 XL Scaled

Decoding AI Empathy: The Ethical Tightrope in Healthcare

AI/Artificial Intelligence

Depositphotos 723505504 XL Scaled

DIY AI in Healthcare: Why Building Your Own Tools Is More Possible Than Ever

AI/Artificial Intelligence

Depositphotos 678707904 XL Scaled

Why Managing Bias in Healthcare AI Is a Constant Balancing Act

AI/Artificial Intelligence

Depositphotos 28783915 XL Scaled

Escaping Pilot Purgatory: How Healthcare Can Unlock Real Value from AI

AI/Artificial Intelligence

Depositphotos 656507556 XL Scaled

Who Owns AI’s Intelligence? Unpacking the Intellectual Property Debate

AI/Artificial Intelligence

Cio Summit Snap

2025 Scottsdale Institute CIO Summit Snapshot

AI/Artificial Intelligence, IT Optimization & Modernization

Depositphotos 465542824 XL Scaled

The Generative AI Revolution: 9 Trends Reshaping Healthcare in 2025

AI/Artificial Intelligence

Depositphotos 639979376 XL Scaled

The Ethics of Human Autonomy in AI

AI/Artificial Intelligence

2456Z Hallucination Scaled

Hallucination in Generative AI: What They Are and Why They Matter in Healthcare

AI/Artificial Intelligence

Depositphotos 23179068 XL Scaled

Embracing Generative AI as a Change Agent to Drive Clinical and Financial Value

AI/Artificial Intelligence

Depositphotos 354763802 XL Scaled

Realizing Tangible AI Value in a Competitive Healthcare Market: Call Centers Emerge as a Transformative Use Case for Healthcare

AI/Artificial Intelligence, Contact Center

IStock 1127069581 Web

Harnessing Generative AI in Healthcare: A Pragmatic Guide to Accelerate Impact

AI/Artificial Intelligence

Canstockphoto66043649

Impact Advisors Recognized by KLAS for Digital Transformation

Digital Health, Healthcare News

Depositphotos 314883472 XL Scaled

Digital Health Improves Health Equity

Digital Health

Depositphotos 663748206 XL Scaled

Building The Digital Health Portfolio: Aligning Strategy & Execution

Digital Health

Ready to join the team?
Start making
your impact today!

If you are passionate about improving healthcare, we’d like to know you. Check out our current list of openings or talk to one of our recruiters.

Mask Asdas