The transition marks a significant shift for WellStreet, the operator managing Piedmont’s 88 locations. Previously, patients faced wait times of up to five minutes during business hours or were forced into a cycle of phone tag after-hours. By deploying the AI—referred to internally as "Pete"—the organization has cleared its backlog, allowing staff to pivot from managing routine balance queries to handling complex claims and payment disputes. The system integrates directly with existing practice management workflows, verifying callers and providing secure payment links via text.
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Piedmont Urgent Care Replaces Billing Voicemail with AI Agent
Piedmont Urgent Care, Georgia’s largest urgent care network, has eliminated its centralized billing voicemail system, replacing the outdated queue with an AI agent. The technology, developed by Austin-based Hello Patient, now answers more than 20,000 billing calls monthly, providing instant, around-the-clock support without requiring human intervention for nearly half of all inquiries.
Results from the initial three-month rollout show that approximately 48% of calls are resolved entirely by the AI, saving nearly 1,000 staff hours per month. When the agent cannot resolve a query, it generates a ticket with the full conversation history for human review. Following this success, WellStreet has officially retired its voicemail system, standardizing its billing operations across four states to provide continuous, automated service.
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