Details
Patient satisfaction
Increase in new patients
Decrease in call volume
(90k fewer calls/year)
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For initial deployment
Tryon Medical Partners (TMP) is a prominent medical practice with nearly 9 decades serving North Carolina. When we first met, they had 11 clinics with a variety of specialty practices, and they operated 7 service lines with hold times sometimes as high as 2 hours. That’s a problem Medchat·ai was made to solve.
The way we think about it, every minute on hold represents a staff member too inundated to catch their breath. And every minute a patient waits is a minute they aren’t getting care.
To address their urgent need for streamlined patient communications, TMP began using Medchat·ai’s singular platform to bring automation and conversational intelligence into their workflows. Our partnership has empowered their patients to handle all kinds of tasks through a user-centered interface—like rescheduling an appointment, or refilling a prescription.
“Medchat·ai has exponentially changed the way Tryon Medical Partners communicates with our patients. By streamlining communication, Medchat·ai has optimized our workflows, drastically cut down our hold times, and bolstered our commitment to delivering patient-centered care.”
Crystal Hill
Every task a patient can manage on their own without dialing one of the service lines frees up the valuable time of staff, and lessens the wait for patients who need to speak to someone live. Most asks can be handled quickly and concurrently via chat, and when tricky questions are escalated to the call center, patient information has already been confirmed using a native integration with athenahealth. This greatly improves the workload and morale of staff, who can now handle twice as many patients in a given day without burning themselves out.
Since partnering with Medchat·ai, TMP has seen a 22% decrease in call volume, even as registered new patients grew 59%. This is just the beginning. Our platform is designed to be fully customizable for the demands of specialized healthcare, and our partnership model means we’ll be able to continue to add value over time.
In collaboration with clients like TMP, Medchat·ai is putting healthcare on autopilot.
We partner with health companies leading the way in transformative care.
67%
decrease in provider hold times
80%
decrease in member hold times
50%
reduction in abandonment rate
“Medchat·ai has enhanced member experience and increased member engagement by 50%.”
Keri Downer
Chief Operating Officer, Healthgram