Partnership automates 51% of MyChart password resets and resolves 90% of patient digital inquiries, while laying the foundation for scalable patient engagement
Overlake Medical Center & Clinics has partnered with Hyro, a leading Responsible AI Agent Platform for healthcare, to modernize patient access and contact center operations through enterprise-grade AI technology. The collaboration marks a significant advancement in AI in healthcare, focusing on improving operational efficiency, reducing administrative burdens, and enhancing patient access to essential medical services.
Through this partnership, Overlake deployed Hyro’s AI-powered voice and web agents to automate high-volume administrative workflows across its patient access channels. The initial implementation targeted MyChart password reset requests, a common but time-intensive support task that previously required an average of seven minutes per call and cost approximately $11.65 per interaction.
Within four months of deployment, the AI agents successfully automated 51% of these requests, demonstrating measurable improvements in operational efficiency and patient service response times.
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Scott Waters, Chief Information and Technology Officer at Overlake Medical Center & Clinics, highlighted the strategic value of the initiative. “Our goal was to start with something practical, prove value quickly, and build from there,” Waters explained. Automating MyChart password resets was a logical initial step, and the results were beyond expectations. We have saved costs, increased responsiveness, and allowed our personnel to focus on more meaningful patient contacts.
Beyond voice automation, Overlake also implemented Hyro’s web-based AI agents to support digital self-service for patients. Since the system went live, more than 90% of patients who open the AI agent actively engage with the tool. Nearly 90% of patient inquiries are resolved directly through automated responses generated from Overlake’s website and knowledge resources. This approach not only reduces inbound contact center volume but also improves consistency and accuracy of information provided to patients.
Rom Cohen, Co-Founder and Chief Operating Officer of Hyro, emphasized the importance of responsible AI implementation in healthcare environments. “Our partnership with Overlake demonstrates how leading health systems are approaching AI adoption today -starting with real operational challenges, delivering measurable outcomes, and scaling responsibly,” Cohen said. “By combining a thoughtful implementation strategy with our agentic AI platform, Overlake has shown that responsible AI can generate immediate ROI while supporting long-term transformation in healthcare access.”
The implementation strategy was designed as a phased rollout, focusing initially on low-risk, high-impact use cases that could deliver quick results while maintaining strict standards for safety, reliability, and patient trust.
Building on the early success of the project, Overlake and Hyro plan to expand automation capabilities into additional administrative workflows. Future implementations will include appointment scheduling, rescheduling, provider matching, and visit preparation instructions – areas that traditionally require significant staff time and operational coordination.
As healthcare systems continue adopting AI in healthcare to improve patient engagement and operational performance, the Overlake-Hyro partnership demonstrates how intelligent automation can streamline care access while empowering clinical teams to focus on delivering higher-value patient care.
Health Technology Insights: https://healthtechnologyinsights.com/ai-in-u-s-healthcare-experimental-tech-to-clinical-co-pilot/
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