Case Study: Piedmont Healthcare Reduces Billing Wait Times with Loyal Health’s Guide

Piedmont Healthcare cuts billing wait times by 85% with Loyal Health

Piedmont Healthcare, a major not-for-profit health system in Georgia, faced a significant challenge in its billing contact center. After rapid expansion, call volume had doubled without an increase in staff, leading to patient hold times averaging 7 minutes and reaching up to 40 minutes. To address this, Piedmont partnered with vendor Loyal Health to implement its AI-driven healthcare web chat solution, Guide.

Loyal's solution provided 24/7 AI-driven chat for simple queries and live chat during business hours for complex billing questions. The results were substantial: over 12 months, Guide addressed nearly $5 million in billing inquiries. Patient wait time to connect with a live agent via chat was reduced by 85% to just 63 seconds. Additionally, the bill pay page's bounce rate decreased by 80%. The success has prompted plans to expand the chat function and has opened new remote work opportunities for Piedmont's contact center.

Piedmont Healthcare