#USA #Bellevue #Hyro #Responsible AI #Overlake Medical Center

Overlake Medical Center Partners with Hyro to Modernize Patient Access

In a transformative step for the healthcare sector, Overlake Medical Center & Clinics has announced its partnership with Hyro, a pioneering Responsible AI Agent Platform tailored for the medical landscape. This collaboration aims to modernize patient access and improve contact center operations in the nonprofit health system serving the Seattle region. By leveraging enterprise-grade, agentic AI, the partnership seeks to enhance the overall patient experience while ensuring safety and trust, fundamental values in healthcare.

The initiative kicked off with the deployment of Hyro's patient-focused AI voice and web agents, strategically designed to automate high-traffic administrative tasks. A significant focus was put forth on revolutionizing the MyChart password reset process—previously a cumbersome task requiring around seven minutes and costing approximately $11.65 per interaction. Remarkably, Overlake's AI agents have automated 51% of these requests in just four months since deployment, shortening wait times and enhancing operational efficiency.

Scott Waters, Chief Information and Technology Officer of Overlake, emphasized their initial goal of demonstrating swift value through practical applications. “Automating MyChart password resets was a natural first step, and the results exceeded our expectations. We've reduced costs, improved responsiveness, and freed our teams to focus on more meaningful patient interactions. Partnering with Hyro has provided the scalable and reliable foundation for how we envision AI in our operations,” Waters stated.

Additionally, Overlake integrated Hyro's web-based AI agents to facilitate patients seeking digital self-service options. Since the go-live moment, patient engagement with the AI agent has skyrocketed, with more than 90% of those who initiated contact actively interacting with it. Close to 90% of inquiries are now adeptly addressed through answers sourced from Overlake's knowledge base, greatly reducing the inbound query levels while ensuring accuracy and consistency of information.

When contemplating their first large-scale AI integration, Overlake insisted on a solution that could guarantee prompt and measurable outcomes while aligning with the healthcare organization’s rigorous standards for safety and reliability. The phased implementation strategy—rooted in identifying low-risk, high-impact use cases—allowed for the nurturing of long-term innovation.

Rom Cohen, co-founder and COO of Hyro, illustrates this partnership's significance. “The collaboration exemplifies the approach leading health systems are adopting concerning AI: addressing real challenges, yielding measurable results, and doing so responsibly,” he remarked. “Through a well-laid implementation strategy combined with our agentic AI platform, Overlake is a testament that responsible AI can yield immediate returns while laying a robust groundwork for future advancements. We are enhancing access, minimizing friction, and encouraging patients to make informed decisions quickly and safely.”

Looking ahead, the partnership anticipates expansion into additional high-demand administrative workflows. Key areas include scheduling and appointment management, representing some of the most labor-intensive interactions for frontline staff. Preliminary indicators suggest that Hyro's AI agents are successfully streamlining processes like rescheduling and matching patients with providers, thereby reducing complications in the patient care journey.

About Overlake Medical Center & Clinics

Founded in 1960, Overlake Medical Center & Clinics is a renowned nonprofit health system catering to the Eastside community. Based in Bellevue, Washington, it operates a 349-bed hospital supported by a diverse network of primary, urgent, and specialty care clinics. Overlake has received national accolades for excellence in quality and safety, including recognition from U.S. News & World Report. With comprehensive medical services that include a dedicated cancer center and trauma care, Overlake is dedicated to maintaining high standards for patient care.

About Hyro

Hyro stands at the forefront of Responsible AI for healthcare, equipping health systems with the tools necessary to automate workflows and enhance conversation quality across various platforms. With clients including Intermountain Health and Hackensack Meridian Health, Hyro's solutions are HIPAA-compliant and designed for both rapid deployment and scalability, aiming to achieve better patient outcomes and drive revenue through efficiency. Founded in 2018, Hyro continues to innovate in the healthcare tech landscape.