Atrium Health Wake Forest

Streamlining Mailroom Operations at Atrium Health
Case Study: Mailing Solutions, Document Management Solutions
Industry: Healthcare
Presented By: Lineage Accelerate
Post Published: July 1st, 2025

Overview

Atrium Health Wake Forest, a nationally recognized healthcare provider, was facing critical inefficiencies across its internal mail operations. As the organization grew, managing equipment across multiple locations, ensuring compliance, and meeting tight patient communication timelines became increasingly challenging. Atrium sought a partner that could consolidate processes, improve reporting visibility, and modernize their mail infrastructure without disrupting day-to-day operations.
Lineage Accelerate stepped in with a comprehensive solution—upgrading equipment, integrating advanced mailing software, and introducing tools that helped Atrium save time, improve compliance, and reduce manual workload.

SnapShot

Before partnering with Lineage, Atrium Health was grappling with several core issues:

- Outdated Equipment Across Locations: Multiple outdated machines made equipment maintenance and training inconsistent.

- Siloed Reporting: Each location operated independently, creating fragmented data and a lack of centralized visibility.

- Manual Labor on Certified Mail: Staff had to manually process e-certified mail, leading to slow turnaround times and risk of error.

- Billing Issues: The organization experienced billing irregularities that created delays and confusion across teams.

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"Consolidating our locations and streamlining how we report and send certified mail has made a major impact on our daily operations."
— Steve Key, Atrium Health

The Solution

Working collaboratively with Atrium's team, Lineage Accelerate delivered a full suite of upgraded hardware and software, customized to meet the client’s unique environment.
Equipment & Services Provided:
  • (3) Quadient iX-9 DWP Mailing Systems with SMART technology
  • (1) Quadient iX-7 DWP Mailing System with SMART
  • SMART add-on module to an existing location
  • (1) DS-180 Folder Inserter for automating bulk mailings
  • Address Printer for high-speed envelope processing
  • ConnectSuite e-Cert software to digitize certified mail workflows
Equipment & Services Provided:
  • Centralized Reporting: All mailing systems were configured to generate unified reports across all Atrium locations, enhancing visibility for operations managers.
  • Labor Reduction: The e-Cert software drastically reduced manual entry, tracking, and errors, saving several hours per week per location.
  • Tailored Training & Support: Staff were trained on-site and virtually, with live support and documentation tailored to each department’s needs.
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System Spotlight

Quadient iX-9

High-Performance Mailing & Shipping with Integrated Mail Center Intelligence The iX-9 redefines productivity and efficiency in high-volume mailing environments. Engineered for seamless operation, it combines powerful performance with intuitive design to streamline every step of the mailing process.

This all-in-one system automates sealing, weighing, measuring, metering, and stacking—handling large mail runs in just minutes. With speeds of up to 300 letters per minute, the iX-9 is built for organizations that demand maximum uptime, reliable output, and substantial cost savings.

product image of konica minolta bizhub 5020i printer
The Konica Minolta bizhub 5020i is a smaller desktop printer that assists a larger equipment fleet of almost 15 machines. All units work together in harmony to ensure the success of WNYD’s powerhouse printing solution.

The Results

  • Time Savings: Eliminated manual certified mail processes, saving over 10 hours per week across locations.
  • Improved Accuracy: Fewer processing errors and compliance violations with automated tracking.
  • Streamlined Reporting: Centralized reports helped reduce time spent on management reviews by 30%.
  • Billing Clarity: Simplified billing across equipment and services, reducing back-and-forth between finance teams.
  • Better Communication: Improved speed and reliability of mail sent to patients, helping meet communication SLAs.

Conclusion

Atrium Health Wake Forest is more than a healthcare provider—they are a trusted lifeline for thousands of patients and healthcare professionals. Ensuring smooth and compliant communication is not just a business objective—it’s essential to patient care.
To meet these needs, Atrium Health Wake Forest required scalable, accurate, and regulation-compliant communication tools. The implementation delivered measurable results, including significant reductions in labor, costs, and communication errors.
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