Customer Service Automation
Rush needed to make patient access less fragmented across calls, messages, and web channels while reducing the heavy administrative burden on clinicians and staff handling routine requests.
Reported impact
Rush reduced routine patient-call volume, accelerated responses to common questions, increased use of digital self-service, and freed staff and clinicians to spend more time on complex care interactions.
Rush and PwC rebuilt patient access around Salesforce Health Cloud, Data 360 (Data Cloud), and AI agents so routine requests no longer have to bounce between disconnected channels and teams. PwC aligned patient data across clinical and non-clinical systems, connected the contact center to electronic health record workflows, and moved the experience from legacy IVR menus to intent-based telephony and self-service across calls, messages, and websites. AI agents now answer common questions, handle prescription-refill and provider-lookup requests, and surface patient history, preferences, and next steps in one place for staff. The implementation was paired with an AI governance framework that intakes, monitors, evaluates, and improves use cases so new automations remain ethical, explainable, and scalable. That architecture lets Rush reserve human capacity for higher-acuity patient needs while making access faster and more consistent.
Patient questions and access requests arrive through calls, messages, and websites, then AI agents use context aligned in Health Cloud and Data Cloud to answer routine needs, support self-service, and surface next steps. When cases are complex, workflows connect the contact center and EHR systems so staff can pick up with patient history and context in one place.
Alongside implementing Salesforce solutions, PwC also helped Rush establish an AI governance framework that confirmed responsible innovation and scalable impact.
Now, AI agents handle high-volume requests—like prescription refills, clinic hours and provider lookups—giving patients quick answers without tying up staff.
PwC helped design the blueprint, align patient data across clinical and non-clinical systems and build workflows that connect everything—from the contact center to the electronic health record (EHR) systems.
Smarter strategy and AI-enabled agents helped reduce calls by 15%— for faster, more personal care.
Working with PwC, we wanted to build a connected experience enabled by Salesforce Health Cloud, Data 360 (Data Cloud), Marketing.
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Scoring methodology
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Traceability
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Rush employees work at three award-winning hospitals in Aurora, Chicago and Oak Park, as well as more than 30 other locations in Chicago and the suburbs. The nearly 13,000 people on our team across the Rush University System for Health are united by a drive for discovery, innovation and deep responsibility for the health of our communities.
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