01
See the operation
Understand demand, patient intent, quality issues, recurring patterns, and workflow friction across conversations.
Insights
Private page created for Mercy • Not publicly visible
Create More Operating Capacity While Improving the Patient Experience.
PEC360 can help Mercy learn from patient interactions, identify automation candidates, standardize trusted answers, and coordinate human and digital work—starting with one workflow and a Mercy-validated baseline.
Why Mercy · Why now
Mercy is integrating access, data, and digital care across a multi-state system.
Multi-state scale
Mercy operates a highly integrated hospital, physician-practice, outpatient, urgent-care, and virtual-care footprint across multiple states.
Integrated access
Mercy’s Pittsburg market moved scheduling, billing, Epic, and MyMercy workflows into Mercy’s integrated environment to improve the patient experience.
AI leadership
Mercy is investing in responsible AI, ambient clinical tools, imaging intelligence, and automated patient communication.
From opaque volume to operating intelligence
What’s happening inside Mercy’s patient calls?
See how PEC360 analyzes demand at scale, surfaces automation opportunities, and turns conversation signals into action.
Without PEC360
Calls are happening. Only a small sample may be reviewed in depth.
Patient conversations
Each dot is one callSampled for review
Scheduling · Referral · Billing · Medication · Appointment change · Post-discharge
SampledOnly a fraction of conversations are reviewed
ManualPatterns depend on human review and discovery
DisconnectedPatterns are harder to see and act on at scale.
Thousands of conversations. Limited enterprise visibility.
The collective signal remains difficult to connect to downstream action.
A small review sample leaves most demand patterns unseen.
Operating leverage
From conversation intelligence to operating leverage.
Once patient interactions become visible at scale, Mercy can identify work for AI automation, reduce routine labor demand, and preserve agent capacity for complex patient needs.
02
Prioritize AI automation
Identify repetitive, rules-based interactions that can be handled safely and consistently through AI.
Insights + AVA
03
Automate + assist
Use AVA for appropriate routine conversations while PEC Central and Sherlock support agents with trusted context.
AVA + PEC Central + Sherlock EKOL
04
Create operating capacity
Reduce human labor for routine demand and redirect capacity toward complex, sensitive, or high-value patient needs.
PEC360 Platform
Up to 50%
of appropriate call volume can be automated
Reduce the labor required for routine patient demand while creating more capacity for conversations that need a human.
Call center agent cost analysis
The true cost of a healthcare call center agent.
Why health systems pay far more than $20 per hour, and what they can do about it.
This modeled comparison uses fully loaded in-house costs and PEC360's all-inclusive rate. Actual savings for Mercy may vary by deployment scope and contract terms.
| Cost categoryPer agent, per month | In-house agentMonthly cost | PEC360 AgentAll-inclusive rate |
|---|---|---|
| Direct compensation | ||
| Base wages$20/hr × 173 hrs/month | $3,467 | Included |
| Payroll taxesFICA, FUTA, SUTA (~8%) | $277 | Included |
| Workers' comp insurance~2% of payroll for call center roles | $69 | Included |
| Unemployment ins. upliftHigh-turnover penalty on state UI rate | $75 | Included |
| BenefitsHealth, dental, vision, 401(k), PTO accrual | $850 | Included |
| HR & recruiting | ||
| HR admin per hireBackground check, drug screen, job posting, amortized at 45% annual turnover | $163 | Included |
| Management & training | ||
| Supervisor allocation1:12 span of control; $65K loaded supervisor salary | $385 | Included |
| QA staff allocationFractional FTE for call scoring and coaching | $175 | Included |
| Training & onboardingInitial and ongoing training amortized per agent | $300 | Included |
| Equipment & facilities | ||
| WFH equipmentSoftphone, headset, computer, IT support | $150 | Included |
| Facilities & IT help deskOverhead allocation per agent seat | $175 | Included |
| Hidden productivity losses | ||
| Absenteeism~10% rate, paying for hours not worked | $347 | Absorbed |
| Overstaffing buffer12% buffer maintained to cover gaps | $416 | Absorbed |
| New hire ramp drag45% turnover × 90-day ramp at 35% productivity loss | $364 | Eliminated |
| Turnover replacement cost$3,500 avg. replacement cost × 45% annual turnover rate | $1,313 | Absorbed |
| True monthly cost per agent | $8,526 | $5,000 |
Health systems save
$3,526 per agent / month
$42,312 per agent / year
Aggregated annual savings at scale
10-agent call center
$423,120
per year saved
25-agent call center
$1,057,800
per year saved
50-agent call center
$2,115,600
per year saved
What this could mean for Mercy
Apply AI Where It Creates the Most Operating Value.
At Mercy’s scale, conversation intelligence can help determine which interactions require human labor and which can be handled more efficiently through AI.
01
Identify automation opportunities
Use conversation intelligence to find recurring, high-volume interactions that do not require human judgment.
02
Move routine demand to AVA
Route validated, repeatable workflows such as scheduling changes and common questions to AI voice automation.
03
Redirect human capacity
Give Mercy teams more time for complex conversations involving empathy, judgment, exceptions, care coordination, or follow-through.
04
Continuously improve the operation
Analyze AI and human interactions to identify friction, knowledge gaps, quality issues, and new automation opportunities.
Governed AI orchestration
Automate the routine. Protect the human moments.
Move routine demand to AI, support staff during complex interactions, and preserve human capacity for moments where judgment and empathy matter most.
Patient request
“I need to reschedule my appointment.”
Automate
AVA handles a routine, governed workflow appropriate for automation.
The result: Lower cost for routine interactions. More human capacity for complex patient needs.
Why PEC360
Why PEC360 Fits This Operating Model.
Healthcare-native
Built around patient access, contact-center workflows, and healthcare-specific complexity.
Connected AI
Insights, AVA, enterprise knowledge, and workflow orchestration work together instead of as disconnected point solutions.
Human + digital workforce
Use AI voice agents for appropriate routine demand while directing human expertise toward interactions where judgment, empathy, and problem solving create the most value.
Enterprise fit
Extend Mercy’s digital foundation. Don’t replace it.
PEC360 works alongside Mercy’s existing systems to connect patient conversations, enterprise knowledge, and workflows without requiring a rip-and-replace approach.
1. Patient interactions
VoiceMessagesRequestsIntent
2. PEC360 intelligence + orchestration
Analyze demandUnderstand intentAVA automatesAssist agentsImprove
Insights analyzes performance · Sherlock supplies knowledge · PEC Central assists agents · AVA automates appropriate workflows
3. Mercy’s existing environment
Epic + MyMercyExisting telephonyEnterprise scheduling + billingVirtual-care workflows
Existing systems stay in place. PEC360 adds the intelligence and orchestration layer that connects them to action.
The next operating advantage
Start with one high-volume patient workflow.
Identify a recurring interaction where AI voice automation can reduce routine labor, improve the patient experience, and create measurable operating capacity for Mercy.
Build Mercy’s Call Center Strategy