St. Joseph Heritage Healthcare aimed to centralize medication refill processing across regions and specialties through its Contact Center, offloading routine tasks from clinics to enable staff to focus on direct patient care while delegating to non-clinical technicians—without hiring new FTEs. Health Catalyst software automated refill workflows, provided detailed reporting and analytics to quantify activities, and closed care gaps efficiently. This expanded services seamlessly, optimized resource use, boosted clinic capacity, and enhanced overall operational effectiveness without additional staffing costs.

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