48 hrs → 10 sec
8,000+
appointment requests automated each month
Healthgrades connects tens of millions of healthcare consumers with providers each month as the nation's #1 platform for finding doctors. But despite their digital leadership, a critical bottleneck remained: appointment requests that took up to 48 hours to route to healthcare partners.
Modernizing Patient Acquisition for Partners
Healthgrades sought to enhance the online appointment request functionality for their health system marketing partners who utilize the healthgrades.com patient acquisition solution. The goal was strategic: replace their existing inefficient system with an automated, real-time solution that would create a superior user experience for consumers requesting appointments.
The opportunity was significant:
Partner Enhancement: Improve conversion rates for health system marketing partners
User Experience: Deliver instant, personalized responses instead of delayed manual processing
Operational Excellence: Transform manual workflows into automated, scalable processes
The challenge wasn't broken processes—it was elevating an already successful platform to meet modern digital expectations
Intelligent Routing
Healthgrades partnered with Medchat·ai to completely reimagine their appointment request process. The solution features:
Instant Connection: AI immediately engages patients upon appointment request
Smart Routing: Automatically identifies physician choice and routes to appropriate health system
Seamless Integration: Direct API connection with contact centers
Real-Time Processing: Eliminates manual workflows entirely
The Results
480x Faster Patient Response
Response Time: 48 hours → 10 seconds (480x improvement)
Monthly Impact: Currently automating 8,000+ appointment requests and growing
Patient Experience: Instant, branded interactions instead of generic form submissions
Operational Efficiency: Eliminated inefficient routing processes for healthcare partners
The Bottom Line
This partnership proves healthcare organizations don't have to choose between speed and personalization. By implementing intelligent automation that maintains brand consistency and clinical appropriateness, Healthgrades transformed a major friction point into a competitive advantage.
“Deploying Medchat·ai as an automation component to our site created a real-time delivery process for consumer online appointment requests, increased operational efficiency for our clients, and has provided a better consumer experience on healthgrades.com.”
Gary Rosenbalm
Senior Director, Project Management, Healthgrades