Healthcare providers are operating in an environment defined by rising consumer expectations, persistent workforce constraints, and growing pressure to deliver consistent, connected experiences across increasingly distributed care models. Fragmented systems and manual processes pull care teams away from patients, making it difficult to deliver proactive, cohesive patient experiences at scale.
Rush transforms patient access with intelligent automation
Agentforce is built to address this reality for providers. By connecting care teams with the relevant data and industry-specific AI agents on an extensible platform, Agentforce orchestrates the work across access, outreach, coordination, and follow-up. These AI agents automate routine tasks, guide next steps, and keep work moving across teams and systems, enabling care teams to focus on patients and complex work.
For Rush, a top-ranked Chicago health system serving three hospitals and underserved communities, this challenge is particularly acute. Their contact center handles thousands of monthly calls— prescription refills, appointment scheduling, clinic location requests— while patient data remains scattered across Epic and multiple systems. Contact center reps, organized by department expertise, were spending valuable time on routine inquiries that pulled them away from patients navigating new diagnoses or complex care transitions. Rush turned to Agentforce to reimagine this experience. Working with implementation partner PwC, Rush built a unified foundation using Health Cloud as the central hub for patient interactions, connecting Epic data via MuleSoft APIs, and enriching it with operational data
through Data 360. Marketing Cloud handles patient engagement and appointment reminders, while the Genesys integration via Salesforce CTI Connector ensures seamless workflows.
Agentforce can answer FAQs, provide clinic hours and directions, and process prescription refills autonomously— all within HIPAA-compliant, encrypted pathways. Jeff Gautney, SVP & CIO at Rush, adds“ Agentforce allows our reps to focus on beginning the care journey for our patients, particularly those who may be handling a new diagnosis. Having more time to provide a personalized experience is key.”
Scaling agentic AI across the health ecosystem
Rush anticipates a 15 % reduction in case volume through automated resolutions, allowing human reps to dedicate more time to complex, emotionally sensitive interactions that require empathy and clinical judgment. Rush has plans to expand to a multi-agent“ care team” model where specialized AI agents handle distinct domains.
Designed to work alongside the EHR and across a multi-vendor ecosystem, Agentforce delivers a trusted, governed path to AI that prioritizes speed to value, ease of adoption, and measurable business outcomes. As Gautney notes,“ As more and more people age and become sicker, there’ s more people to provide care for. How do we do more with less in very complex care settings? That’ s really where we believe Agentforce is an important bridge.”
Agentforce helps providers of every size improve productivity, elevate the patient experience, and realize AI’ s value safely— turning AI from experimentation into practical, scalable impact.