Piedmont Urgent Care Partners with Hello Patient to Enhance Billing Experience Through AI Technology

Piedmont Urgent Care and the AI Revolution in Patient Billing

In a significant move towards technological advancement in healthcare, Piedmont Urgent Care, renowned as Georgia's largest urgent care network with 88 different locations, has completely retired its traditional voicemail system for billing inquiries. Instead, it has embraced an innovative solution in the form of an AI agent developed by Hello Patient. This transformation represents a critical milestone in making patient billing efficient and user-friendly.

Increased Number of Calls Handled

On average, Piedmont Urgent Care was receiving over 20,000 patient billing calls each month. Prior to the integration of the AI system, patients often faced long hold times that could extend up to five minutes during peak hours, leading to frustration and delayed resolutions. With the AI agent now fully operational, the center boasts zero hold time, effectively addressing these high call volumes without making patients wait.

Designed to manage inquiries around the clock, the AI agent has become a vital part of Piedmont’s operations. It is capable of resolving nearly 48% of these billing inquiries without any human intervention within just three months of going live. The efficiency brought about by the AI has freed up around 1,000 hours per month of staff time, allowing employees to direct their efforts toward more complex billing matters that require a personal touch.