Steve Smith
Assistant Vice President of Enterprise Contact Center and Access at Inova Health System, responsible for patient access, contact center operations, and implementing cloud-based phone systems and automation to improve scheduling and patient experience.
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Mar 4, 2026 • 10min
Steve Smith on Transforming Patient Access Through Automation at Inova
Steve Smith, Assistant VP leading contact center and access at Inova, oversees patient access and automation efforts. He discusses cloud phone systems and a digital assistant that enable self-service scheduling. He outlines 2026 automation priorities and shares lessons in change management and implementation patience.
