Proven outcomes from Hummingbird engagements
63%
New patient scheduling increase (Pulmonary)
34 → 19
Days to appointment (lead time reduction)
$7.1M
Estimated cost avoidance at UCHealth
7.7x
ROI on managed services investment
What we're proposing
Hummingbird is proposing to evolve the current E2C2 engagement into a fully managed patient access service — a performance model where Hummingbird assumes end-to-end accountability for access outcomes.
Outcomes, not headcount
Fixed fees scale with work, not labor. Pricing is predictable and cost structure improves as automation matures.
Economies of scale
Per-unit cost of access declines as Cone Health centralizes additional specialties. Infrastructure is shared.
Modern technology stack
Omnichannel CCaaS with native Epic integration, agentic AI, automated QA, and real-time analytics via Power BI.
Continuous improvement
Access Intelligence Hub governs provider capacity, manages demand, and drives adherence with embedded analytics.
Already embedded at Cone Health since 2023. This proposal builds on that foundation — not a new vendor relationship, but an evolution from paying for labor to paying for outcomes.
Why access transformation matters
84%
Patients abandon online scheduling
At Cone Health, the majority of patients who attempt to book an appointment online do not complete the process. Modern scheduling workflows and self-service tools can recapture this demand.
~23%
Global outpatient no-show average
No-shows and cancellations cost healthcare organizations billions annually. Proactive outreach, Fast Pass, and appointment adherence tools directly reduce idle capacity and protect revenue.
62%
Unfilled slots from supply/demand mismatch
The primary reason for unfilled appointments is not patient behavior — it is inadequate use of data to balance provider availability with patient need. The Access Intelligence Hub solves this.
Access maturity model
LEVEL 0
Decentralized
Fragmented operations, no standards
LEVEL 1
Standardized workflows
Epic decision trees, visit types aligned
Cone Health today
LEVEL 2
Centralized operations
E2C2 active for PC & Pulm
LEVEL 3
Automation & self-service
CCaaS, AI, omnichannel, analytics
Our proposal
LEVEL 4
Anticipatory & personalized
Intelligence Hub, proactive access
Hummingbird's proposal moves Cone Health from Level 2 to Level 4
Core components
Contact center operations
Scheduling, pre-registration, and nurse triage for primary care and pulmonary, operated under defined SLAs.
Modern CCaaS technology
Omnichannel platform with native Epic integration, agentic AI, automated QA, and workforce management.
Access Intelligence Hub
Supply & demand governance with capacity management, scheduling adherence, and continuous improvement.
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