What You Should Know
- WellSpan Health expanded its multi-year partnership with Hippocratic AI, transitioning from single use cases to a platform-wide deployment across inbound, outbound, ambulatory, and inpatient settings.
- The health system currently operates “Ana,” a generative AI voice agent handling over 160,000 monthly patient calls and 7,000 conversational hours for appointment management and digital access queries.
- New workflow expansions will focus on proactive outbound care gap closures, starting with outreach for missed imaging appointments, post-discharge follow-ups, and chronic disease check-ins.
- WellSpan will serve as a primary co-development partner to trial clinical voice triage tools and deploy the Hippocratic AI Orchestrator to assist care teams with care plan navigation and clinical history coordination.
- Hippocratic AI is embedding a dedicated team of engineering, clinical, and deployment specialists onsite at WellSpan’s York, Pennsylvania campus to co-develop and refine new AI agents in real time.
Multi-Touchpoint Voice Agents and Clinical Orchestration
Transitioning from individual use cases to system-wide deployment, the agreement embeds generative voice AI agents across WellSpan’s inbound, outbound, ambulatory, and inpatient care settings. The expansion transforms WellSpan’s primary AI agent, “Ana,” into an orchestrated clinical engagement tool:
- Inbound & Outbound Patient Access Automation: Expands Ana beyond handling 160,000+ monthly inbound calls to executing proactive outbound outreach for missed imaging appointments, post-discharge follow-ups, and chronic disease monitoring.
- Hippocratic AI Orchestrator Integration: Deploys a specialized orchestration layer that synthesizes patient health history, care plan objectives, and care team workflows to guide clinical navigation.
- Regulated Clinical Triage Co-Development: WellSpan clinicians will co-develop and test regulated voice AI tools designed to assist care teams with clinical triage and care coordination tasks.
- Onsite Co-Development Center: Hippocratic AI is deploying a dedicated, embedded team of engineers, clinicians, and implementation specialists directly at WellSpan’s York, Pennsylvania campus for real-time iterative deployment.
“At WellSpan, we’ve been intentional about creating this foundation, so innovation advances safely, strengthens clinical excellence and earns trust,” stated Roxanna Gapstur, Ph.D., R.N., president and CEO of WellSpan Health. “Our expanded partnership with Hippocratic AI is an investment in the future of care — one that expands access, supports our care teams and creates a more personalized experience.”
WellSpan establishes a co-development model that bridges vendor technology with frontline clinical governance by embedding an onsite Hippocratic AI engineering team at its York campus. Furthermore, proving that a voice agent can scale to manage 160,000 monthly calls while expanding into regulated clinical triage creates a clear benchmark for health system digital access transformations.
