AI Patient Capture Engine & Revenue Platform

About

Saint Mary's Health Network is a 380-bed acute care hospital based in Northern Nevada, nationally recognized for its inpatient, outpatient, and wellness services. The network is committed to delivering continuous, high-quality care through seamless patient partnerships.

Challenge

A 22% no-show rate, 54-minute call center waits, and missed quality benchmarks were driving revenue leakage and patient dissatisfaction.

22% no-show rate across urgent and emergency care centers
Long call center wait times (54 minutes on average)
Staff shortages and missed quality benchmarks
Revenue leakage and declining patient satisfaction

Saint Mary's Health Network faced increasing challenges as they expanded their urgent and emergency care centers.

They needed a scalable solution to improve patient access and reduce no-shows, unify digital and in-person care experiences, and increase revenue while reducing operational chaos.

Solution

Steer Health's intelligent automation platform became the AI front door for Saint Mary's. By integrating online booking, appointment reminders, digital intake, and after-hours support, Steer enabled the health network to streamline patient interactions and reduce staff workload:

Online scheduling & rescheduling with automated reminders
Real-time ER updates through GetCareNow
Digital intake workflows that reduce administrative burden
End-to-end care navigation including referrals and follow-ups

Results

Why it matters

"Our priority is to provide patients with an exceptional experience. Steer helps us do that—even before they walk through the door."

For over a century, Saint Mary's Health Network stood as a beacon of trust and care in Northern Nevada. With over 380 beds and more than 50 providers, it had built a reputation for clinical excellence and community service. But as the health system grew, so did the cracks in its patient experience. Behind the scenes, staff were stretched thin. Patients were frustrated. The once seamless system was struggling to keep up with the demands of a modern healthcare environment.

At the heart of the problem was a fragmented patient journey. Booking an appointment was difficult, with call centers overwhelmed and average hold times stretching to nearly an hour. Staff shortages made matters worse, and critical steps like annual wellness visits were being missed—leading to poor quality scores and penalties from payer plans. Meanwhile, the emergency department had turned chaotic, with no effective way to manage patient flow. Despite having a team deeply committed to care, Saint Mary's was losing patients, time, and revenue.

That's when they turned to Steer Health. The leadership team at Saint Mary's knew they needed more than just another tool. They needed a complete transformation of how patients accessed care and how staff delivered it. Steer Health brought exactly that. With intelligent automation and a deep understanding of healthcare workflows, Steer stepped in to redesign everything from patient intake to follow-up—starting with a powerful new AI front door.

Now, patients could book, reschedule, or cancel appointments anytime—online, by text, or through voice assistants. Staff no longer had to manually manage every call, because the digital platform worked around the clock. What used to be a disconnected experience across different departments was now unified. Primary care, emergency services, specialists—all were linked through guided patient navigation that kept people moving forward in their care journey.

Emergency care, too, got a much-needed overhaul. With Steer's GetCareNow tool, patients could see ER wait times, register from home, and arrive knowing exactly what to expect. It was a shift from chaos to clarity. And the results followed quickly.

In just six months, the no-show rate dropped from a staggering 22% to just 5.2%. In a single facility, nearly 3,000 appointments were booked digitally. Most patient requests after hours were now handled by the system itself—no waiting, no frustration. Positive reviews soared to 94%, and one site alone welcomed over 2,000 new patients, many of whom had higher-value insurance coverage. In the emergency department, every 50 patients saved staff an average of eight hours of time, thanks to smarter intake and communication.

Saint Mary's saw not only smoother operations, but a clear path to sustainable growth. With Steer, they gained more than automation—they gained a partner that helped them reimagine what healthcare delivery could look like.

Looking ahead

Saint Mary's Health Network is extending its transformation with Steer Health across:

Referral management and end-to-end care coordination
Revenue workflows and operational automation
Broader digital patient navigation across inpatient, outpatient, and wellness services
Continued expansion of GetCareNow and after-hours digital access