Having a unified platform in place enabled USOSM to reduce complexity across its growing network. Teams can troubleshoot issues more easily, respond more quickly, and increase capacity without adding operational overhead.
The shift has also contributed to meaningful financial impact. USOSM is projecting $2.7M in savings after five years, with an expected 50% reduction in costs by the end of 2026.
Centralization has also enabled the organization to improve patient access more effectively. By consolidating 114 contact center agents and scheduling for more than 130 practices, USOSM can connect patients to the right team more quickly and consistently. Improved visibility into call activity and performance has empowered managers to identify opportunities for refining workflows and better support patients across the care journey.
“It’s extremely important that the first encounter with a potential patient is dependable and can do what you need it to do,” Ken said. “Spend the time and money making sure that your phone system can do what it needs to do because it’ll make the patient experience that much better.”
That need for a unified view is also why USOSM is exploring Zoom CX Insights, an agentic intelligence layer designed to help CX leaders query interaction data in natural language, connect CX performance to business outcomes, and surface the kind of cross-functional intelligence that turns patient interactions into decision-ready signals.
Looking ahead, USOSM is taking a measured, thoughtful approach to AI adoption, recognizing both the potential of the technology and the importance of understanding where it can deliver meaningful value.
A patient’s first call often serves as the first interaction with the organization and USOSM is exploring ways AI can improve reliability for member support through Zoom Virtual Agent Receptionist.
“AI is important, and it has to be understood,” Ken said. “Specifically, we’re looking at ways to reduce our redundancy and deploy virtual agents that can do repetitive tasks, so we can have people focus on the things that people need to focus on.”
For patients, this approach can lead to a higher quality experience and issue resolution while also freeing up staff bandwidth for more complex requests.
For USOSM, the investment in Zoom has resulted in a more reliable, scalable system, one that aims to raise patient expectations for how they connect with care and helps USOSM give every call the attention it deserves.
