Rolling out Dynamics 365 Contact Center and Copilot for Service at a multi-hospital health system
A multi-hospital health system ran scheduling, referrals and billing calls across disconnected queues. pronix.ai implemented Dynamics 365 Contact Center with Copilot for Service grounded in approved patient-access knowledge, giving agents one workspace and cutting handle time while keeping PHI inside the health system's Azure tenant. Client name withheld under confidentiality; outcomes are typical for this scope, not audited client results.
Multi-hospital regional health system · Microsoft Dynamics 365 · Copilot for Service · Azure OpenAI
- Client
- Multi-hospital regional health system
- Industry
- Healthcare Providers
- Platform
- Microsoft Dynamics 365 · Copilot for Service · Azure OpenAI
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
A multi-hospital health system ran patient access — scheduling, referrals, prior-authorization status and billing questions — across a legacy ACD, the EHR scheduling module and a separate knowledge site. Agents swivel-chaired between screens, referral and prior-auth calls were frequently transferred between hospitals, and post-call notes were typed by hand. Leaders had no single view of queue performance, and any AI use had to keep protected health information inside the health system's own cloud tenant with clinical and compliance sign-off.
Our approach
Discovery and patient-access baseline
Pronix.ai mapped contact reasons, transfer paths and handle time by hospital and queue, and agreed with patient-access leadership which measures would decide expansion: self-service rate, intake handle time and post-call documentation time.
Unified routing on Dynamics 365 Contact Center
Voice, chat and SMS queues for scheduling, referrals, prior-auth status and billing moved onto unified routing with skills- and location-based assignment, so a caller reaches the right team the first time rather than being transferred between hospitals.
Self-service for routine prior-auth and scheduling inquiries
Copilot Studio handled routine status checks, appointment confirmations and reschedules with authenticated lookups. Anything clinical, ambiguous or emotionally sensitive routes to a person with the full transcript attached.
EHR-aware agent workspace
Read-only scheduling and referral context surfaced in the Dynamics workspace through an integration layer, giving agents caller context before they say hello instead of after three searches.
Copilot for Service on approved knowledge only
Answers and encounter summaries were grounded in clinically reviewed patient-access articles. Agents confirm every suggestion and every summary before it is saved; Copilot never writes to the clinical record.
PHI governance inside the tenant
Data residency, retention, role-based access and audit logging were configured inside the health system's Azure tenant, and compliance reviewed Copilot prompts, grounding sources and logging before go-live.
Pilot, measure, expand
A two-queue pilot established the baseline; expansion to further hospitals followed only after handle time, self-service and documentation measures held steady for four weeks.
Stack assumptions
The reference stack behind this program. Assumptions are what pronix.ai brought in on day one — swap-outs are common, and the implementation summary explains where the substitutions cost time or accuracy.
| Layer | Component | Assumption on day one |
|---|---|---|
| Contact center | Dynamics 365 Contact Center | Unified routing for voice, chat and SMS across hospitals |
| Self-service | Copilot Studio | Authenticated status and scheduling intents with human handoff |
| Agent assist | Copilot for Service | Grounded in clinically reviewed knowledge; agent confirms output |
| Clinical context | EHR integration layer (read-only) | Scheduling and referral context; no write-back from AI |
| Governance | Azure tenant controls | PHI residency, retention, RBAC and audit logging |
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