The rise of AI and automation in healthcare has not eliminated human call centers; instead, it has elevated the importance of well-crafted, reassuring voice messages during hold time. In the new case study published here, we will see that Healthcare Messages On Hold from Easy On Hold® is a strategic partner that fills the gap between IT and branding/marketing.
Download the pdf: Every Call Counts: Aligning Healthcare Messaging with the Patient Journey
Healthcare Messages On Hold Replace Traditional Hold Music
Across the healthcare industry, there’s a growing movement to replace traditional hold music with voice messages that educate, reassure, and connect with patients. This shift reflects a deeper understanding of the patient journey, where every moment, even time spent on hold, can either build trust or add stress.
Voice-on-hold messages tailored to patient concerns can reduce perceived wait times and frustration. Health systems are using this time to share:
- FAQ responses (e.g., insurance, hours, forms).
- Reassuring health tips or seasonal messages.
- Prompts to use digital services (e.g., patient portals).
As shown in the case studies below, paying attention to every aspect of the patient journey — even hold time — can elevate the healthcare experience and build a more connected, trusted communication environment.
In 2025, the average hold time in a healthcare contact center is 4.4 minutes.
DIALOG HEALTH
Today’s Contact Center Challenges
- Communication breakdowns drive patients away: Nearly 60% of patients say they would switch doctors if they experienced poor communication. [Source]
- AI-driven solutions aren’t replacing people: Patients of all ages still prefer using the phone:
Gen Z: 52%
Millennials: 64%
Gen X: 78%
Boomers: 82% [Source] - 2025 Healthcare Call Center Stats: Average hold time is 4.4 minutes. 60% of patients will hang up if they wait longer than 1 minute. [Source]
The call center is not just a service function — it’s a core part of the patient journey.
Our Healthcare Messages On Hold Solution
Patients don’t just want access — they want clarity, warmth, and trust. That means every second on hold, during a transfer, or while waiting after hours is a valuable moment to build confidence and reduce anxiety.
Spotlight: NYU Langone Medical Center
At NYU Langone in New York City, Easy On Hold® collaborated with both the technical and administrative teams to completely reimagine the telephone experience.
- Produced over 1,000 customized IVR prompts
- Voice recordings in English, Spanish, Korean, and Russian
- Fast-turnaround production for new departments and changes
NYU Langone has improved alignment with patient needs related to age, language, culture, and education by implementing a wide range of voice services delivered quickly and conveniently by
Easy On Hold®. The consistent voice experience has played a significant role in improving patient
satisfaction.
Spotlight: Baptist Medical Center
When Baptist Medical Center in Jacksonville, Florida, migrated to a centralized Avaya platform, they called
Easy On Hold®, an Avaya DevConnect Partner, for a phone-on-hold communications plan. The live audio stream is managed by marketing and customer service teams to deliver always up-to-date messages that help patients while they wait on hold. Examples are
- Live streaming audio managed by marketing and customer service teams
- Messages include new emergency center info, AgeWell locations, prevention tips, and more
- Easy On Hold® also supports audio for television and radio ads
Baptist Medical Center is improving patient satisfaction scores and receiving fewer complaints. The marketing team can easily create a consistent brand voice across every location and has used the Easy On Hold® production team to create audio for television and radio ads.
“Thanks for all your support. Easy On Hold® is a great partner and thank you for coming to our rescue on last-minute audio needs!”
– Beth Stambaugh, Senior Communications Specialist, Baptist Medical Center
Where the Patient Experience Begins
The call center is not just a service function — it’s a core part of the patient journey. Yet too often, it’s excluded from branding conversations, treated as an IT asset rather than a communications channel.
One hospital administrator confided that no one knew whose budget the hold music fell under, so nothing was done. That kind of ambiguity turns into a missed opportunity.
With healthcare call centers averaging 2,000 calls each day, and moments of waiting inevitable even with advanced call-handling technologies, thoughtful on-hold messaging has never been more critical.
Healthcare is personal — and often stressful. That’s why thoughtful on-hold messaging matters more than ever. Easy On Hold® helps healthcare providers improve the caller experience.
Easy On Hold® helps healthcare providers improve the caller experience — and make every call count.
