Hummingbird is proud to partner with leading health systems to improve patient access and experience, and one of our most impactful collaborations is with Cone Health, a nationally recognized integrated health system based in Greensboro, North Carolina.
In this conversation, we spotlight Vi-Anne Antrum, DNP, RN, NEA-BC, CNEP, FACHE, who is the Chief Nursing Officer at Cone Health and a primary sponsor of our partnership. With a unique career journey from accounting to nursing leadership, Vi-Anne brings a powerful blend of financial insight and compassionate care to her role. As a champion for innovation and access, she joined Hummingbird’s all-hands meeting (affectionately known as Company All Wings, or CAW) to share perspectives on the evolving landscape of healthcare and the importance of collaboration with partners like Hummingbird.
Q: Vi-Anne, tell us a bit about Cone Health and its mission.
Vi-Anne: Cone Health is a $3.1 billion integrated health system serving the Piedmont Triad region of North Carolina. We have five hospitals, over 160 ambulatory sites, and numerous community-focused programs. We recently joined Risant Health, part of the Kaiser Permanente family, which positions us to help shape the future of value-based care across the country.
We’re deeply committed to diversity, health equity, and patient-centered excellence. In fact, U.S. News & World Report recognized us as a top regional hospital for equitable access, including care for LGBTQIA+ populations.
Q: What led to your collaboration with Hummingbird and the vision of the Enterprise Engagement Contact Center (E2C2), Cone Health’s integrated contact center?
Vi-Anne: When I joined Cone Health, we had 25 separate call centers, each with its own leadership and workflow. That fragmentation led to inconsistent patient experiences and delays, with some callers waiting 8–10 minutes before speaking to someone.
Through the E2C2 (Enterprise Engagement Contact Center), we brought all of those operations under one umbrella, first for primary care and later for pulmonary care. With standardized work and streamlined processes, we’re now achieving response times under 30 seconds and optimizing provider schedules. It’s been a winning partnership that enables our clinics to see more patients and offer a better first impression of our health system.
Q: How does E2C2 benefit both patients and caregivers?
Vi-Anne: For patients, E2C2 means timely access to care. Whether it’s scheduling an appointment or reaching the right support, we’re delivering seamless, frictionless service.
But just as importantly, it’s made life better for our caregivers. Before, front office staff were juggling ringing phones while assisting patients in person. Now, with calls handled by E2C2, clinic environments are quieter and more focused. Caregivers can give their full attention to patients in front of them, improving the experience for both patients in the clinic and on the phone.
Q: As a leader in nursing, what’s your vision for the evolving role of nurses?
Vi-Anne: The core of nursing, compassionate and hands-on care, will never change. But the way we deliver that care is evolving. Technology and digital tools enhance, not replace, the human connection. Nurses are the quarterbacks of care: we assess, educate, and advocate for patients.
Empowering nurses with the time and tools to do what they do best is crucial. That’s why our efforts to streamline administrative tasks and leverage support systems like E2C2 are so important.
Q: What advice would you give to someone just starting a healthcare career, say as a call center specialist?
Vi-Anne: First, join a professional organization like the American College of Healthcare Executives (ACHE). That’s where I gained so many valuable skills.
Second, invest in your education. Whether that’s pursuing an MHA, MBA, or a program aligned with your passion. And third, network. Reach out to leaders and ask to hear their stories. Most people are happy to share, and you’ll gain insight and connections that can open doors. In a sea of job applicants, relationships matter.
Q: Cone Health has a strong focus on value-based care. How does that connect to your partnership with Hummingbird?
Vi-Anne: Value-based care is about doing the right thing for patients — timely, effective, and efficient care. Through E2C2, we’re improving access at the front door. Primary care should be the entry point, but we also ensure seamless transitions to specialty care when needed.
This model ensures specialists see patients who truly need them, while we use technology and education to keep people healthier at home. It’s about meeting patients where they are, and Hummingbird is helping us do that.
Q: What’s next for expanding access and innovation at Cone Health?
Vi-Anne: We’re taking a multi-pronged approach. We’re adding 23 providers this year and expanding our advanced practice provider (APP) residency into 14 specialty tracks. We also have a school-based telehealth program reaching more counties, mobile medicine units serving communities directly, and a generative AI platform helping patients with chronic conditions like diabetes and hypertension take proactive steps in their care.
All of this is supported by the kind of digital and human partnerships that Hummingbird represents, intelligent systems that extend access and remove friction.
Q: Any closing thoughts for Hummingbird?
Vi-Anne: Just a heartfelt thank you. Whether you’re building software, answering phones, or optimizing workflows, you’re helping us make a difference. You’re often the first voice our patients hear, and that first impression matters. We are deeply grateful for your talent, your time, and your belief in what healthcare can be.