Tanner Health turned to an AI voice chat assistant as patient calls continued to grow and hold times stretched longer. Clara, the system now handling those requests, responds in English and Spanish throughout the day. Many callers can sort out smaller needs without waiting for staff support. Tanner believes the AI voice chat assistant can make routine communication easier for patients while easing pressure on care teams.
With help from Hyro, Tanner introduced Clara to take care of common requests during busy hours. Patients may schedule visits, update appointments, or ask routine questions without sitting in long queues. Prescription-related requests also move through the process with less delay. Because of this, staff spend more time helping patients who need personal attention.
Some improvements appear in smaller moments. If appointment details change, Clara sends an updated text message so patients can check it later. Tanner also connected the platform with Epic EHR and Cisco systems already used by teams. Daily dashboards now give staff a clearer view of patient concerns, service patterns, and call activity.
“Implementing an AI initiative of this magnitude has quite a few moving parts, but our priority is getting patients the answers they need without waiting,” said Tee Ogletree, executive director of population health & innovation at Tanner Health. “Hyro’s voice AI assistant, which we’ve dubbed ‘Clara,’ is already making a significant difference in our daily operations. We’re excited to continue scaling this across our clinics and rolling out additional skills so our staff can stop acting as human routers and focus on actual patient care.”
Tanner Gives Patients Faster Everyday Support
“The real test of any new technology is whether staff actually want to use it, and we’ve seen strong, early adoption of Hyro across our workflows,” said Tammy Davis, director of Tanner Medical Group. “Their AI assistants intercept and resolve the repetitive tasks so our staff doesn’t have to, and the transition for our patients has been seamless. We’re already looking ahead to what comes next in our partnership with Hyro.”
Clara also helps protect patient information during routine requests. The AI voice chat assistant checks identity and follows Tanner Health standards before sensitive actions move ahead.
“Tanner Health understands that exceptional access to care isn’t just about answering the phone faster; it’s about resolving the patient’s needs instantly and accurately,” said Rom Cohen, COO and Co-Founder at Hyro. “By integrating our AI platform within their contact centre infrastructure, Tanner is eliminating the traditional bottlenecks associated with patient communication. Our assistants don’t just route calls, they understand patient intent and connect directly with Epic to complete tasks end-to-end, which protects the staff’s time and gives patients the immediate support they deserve.”
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News Source: Businesswire.com
