Integrating the AI after-hours and nurse triage has not only improved communication for our providers but has also been a tremendous support for our staff. By handling a significant share of nurse triage calls, the agent allows our team more time to focus on in-office patients and clinical tasks. It has strengthened our team workflow.
Brittany Clarke
Practice Manager
About Sunrise Medical
Sunrise Medical is a team of health care professionals led by Dr. Amy Burke in Orchard Park, New York that serves patients across primary care, women's health, and geriatric care. They are dedicated to focused and quality care for patients with a team of experienced professionals.
The Challenge
With a small team dedicated to providing the most personal experience they can for patients, Sunrise Medical relied on their in-house team to handle patient calls and requests while checking in new patients in person at the same time. For after hours support they worked with a call center partner to relay messages to the on call team. Dozens of calls around lunch and busy times left the nursing team with a large backlog to work through alongside the patients there to see them in the office.
The Solution
Sunrise chose to explore using AI agents to augment their operations gradually, and partnered with Clark Street to achieve this. After a successful pilot of an after hours phone agent, Sunrise turned again to Clark Street to expand their capacity during the day. Due to an increase in patient calls, Sunrise was going to need to hire an additional nurse to help. Instead they set up a Clark Street Agent during the day to more efficiently gather patient needs and pass them to the nursing team. The agent call handling and EHR integration allowed the existing nursing team to handle the increase in patient volume without having to find and hire an additional nurse.
Their customized AI agents worked seamlessly and were able to adapt to their particular schedule and provider requests. They chose a multi agent set up and were able to go live in a matter of weeks.
The Result
Not only did the solution save them time AND money, the visibility into patient communication with the Clark Street Health dashboard, and its native integration with their EHR service went far beyond what they had hoped for. Sunrise's agents now handle hundreds of calls each week with 90%+ being handled completely and entered right into their EHR.
"Integrating the AI after-hours and nurse triage has not only improved communication for our providers but has also been a tremendous support for our staff. By handling a significant share of nurse triage calls, the agent allows our team more time to focus on in-office patients and clinical tasks. It has strengthened our team workflow."
— Brittany Clarke, Practice Manager