Case Study: Piedmont Healthcare reduces billing wait times with Loyal Health's Guide

Piedmont Healthcare Reduces Billing Contact Center Customer Wait Time by 85% With Guide

Piedmont Healthcare, a large not-for-profit health system in Georgia, needed a better way to handle billing and financial assistance questions as call volume doubled without added staff. Patients were facing long phone hold times—up to 40 minutes—which created a poor billing support experience. Loyal Health partnered with Piedmont to address this challenge using its healthcare-specific web chat solution, Guide.

Loyal Health implemented Guide, an AI-driven web chat platform with 24/7 automated answers and live chat during business hours for more complex billing questions. In 12 months, the solution handled nearly $5M in billing inquiries, reduced average time to connect with an agent to 63 seconds, cut wait time by 85%, and lowered the bill pay page bounce rate by 80%. The chat service also expanded access for patients, including those up to 78 years old, and enabled new remote roles and extended contact center hours.

Piedmont Healthcare

Elizabeth Stillwell

Manager, Customer Solutions Center for Revenue Cycle