Sun River Health is New York’s largest federally qualified health center — serving over 200,000 patients annually across 40+ clinical sites with a team of 1,800+ employees. After a major merger left the organization with disparate phone systems, siloed reporting, and 20,000+ patient calls a week to manage, VP of Technology Eric Brosius knew they had to do more with less. His answer: use AI not to replace staff, but to empower them to deliver better patient care.
Key Takeaways:
- How Sun River Health unified a complex, multi-site healthcare operation on a single telephony platform — achieving a 95% first call resolution rate, approximately 25% above industry average
- How AI-powered transcription services drastically reduced keystrokes for EMR documentation, cutting provider burnout and freeing clinical staff to focus on patients rather than paperwork
- How Eric’s team cut new contact center and IT help desk employee training time by 30% — and earned a 90% positive or neutral sentiment score from staff, 30–40% above industry standard