How UChicago Medicine Uses Salesforce Agentforce to Automate Patient Support

UChicago Medicine is one of the nation's leading academic medical centers, serving more than 1 million outpatient visits and 220,000 emergency department visits annually. Its 150-person Access Center fields over 2.5 million patient inquiries each year, predominantly by phone. Despite the scale of its operations, patients were frequently routed to voicemail, transferred between departments without context, and left waiting for simple requests like prescription refills or parking information — tasks that consumed an average of 4 minutes of live agent time each.

The organization recognized that agentic AI could absorb high-volume, non-clinical workflows without sacrificing patient experience. UChicago Medicine partnered with Salesforce to build an integrated ecosystem anchored by Health Cloud, Marketing Cloud, and the Agentforce for Health platform. The implementation connected real-time data from internal and third-party systems, giving both human agents and AI agents a unified patient view.

Agentforce handles prescription management, appointment scheduling, insurance coverage verification, and real-time parking garage alerts with alternative suggestions. These interactions are available around the clock, removing the dependency on call-center hours for routine support. On the marketing side, the team built 100 data-driven patient segments in four months — enabling targeted outreach based on demographics, care history, and appointment gaps.

The result is a system where patients receive timely, context-aware assistance regardless of time of day, and Access Center staff can focus on clinically complex interactions.