Skip to main content

PegaWorld iNspire

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Session image

Session: Customer Case Study

Sutter Health Scheduling at Scale: Building Healthcare's Most Innovative Call Center

Date and Location

June 12, 2023, 2:00PM - 2:45PM PDT
Chairman's Ballroom 361


  • Steve Chambers
    VP Contact Center
    Sutter Health
  • Michelle Sobin
    Managing Director

Bringing patients and providers together at mutually convenient times creates a strong foundation for patient and provider satisfaction.  This kind of concierge scheduling is challenging to efficiently and effectively staff. At Sutter Health we are transforming the scheduling experience for our call center agents: they are now on a single application servicing many geographies.  Physician scheduling preferences are live on a single Pega application across our system, using first-of its kind real-time integration that leveraged FHIR standards and proprietary APIs to connect directly to our Electronic Medical Records. This project is on track to meet our goals of reduced training, labor savings, improved quality and better handle time.

Share this page Share via x Share via LinkedIn Copying...