AI Overhaul Slashes Costs by 50% and Ends Patient Wait Times at Major SoCal Medical Group

LOS ANGELES, CA – April 28, 2026 – Graybill Medical Group, a 94-year-old institution and North San Diego County's largest independent multi-specialty medical practice, has completed a dramatic operational overhaul, leveraging artificial intelligence to cut front-office costs by 50% and virtually eliminate the patient call-wait times that had plagued it for years.

In a two-year partnership with AI services partner Third Way Health, Graybill transformed its administrative backbone, achieving approximately $3 million in savings and posting patient access metrics that now rival the best in the healthcare industry. The collaboration demonstrates a powerful blueprint for how legacy medical organizations can modernize to enhance patient care, improve financial health, and reduce staff burnout in an increasingly competitive landscape.

From Apologies to Accolades

For years, the patient experience at Graybill was defined by a common healthcare frustration: the telephone. Getting through to a scheduler or staff member was a significant challenge, a point of friction so routine that it impacted care itself.

"For years, our patients struggled to get through on the phone with our team – to the point where it became routine for our providers to start visits by apologizing for the wait," said Jamie Reddick, COO of Graybill Medical Group, in a statement. This long-standing issue was a symptom of deeper operational strains, including persistent staffing shortages and constant training cycles that created a stressful environment for front-office teams.

Today, that picture has been completely redrawn. The results of implementing Third Way Health's hybrid AI and human-agent solution have been stark and measurable:

• Minimized Call Abandonment: The rate of patients hanging up before reaching a representative has plummeted to just 1.5%, a figure well below the industry's top-performer benchmark of 2%.
• Faster Patient Access: The average time a patient waits on the phone is now just 20.2 seconds, with 85% of all calls answered in under 20 seconds. This performance far exceeds the healthcare industry average, where wait times can often extend beyond three minutes.
• Reduced No-Shows: Patient no-show rates fell by 24%, dropping from 5.1% to 3.9%. This places Graybill in the top tier of healthcare providers, as industry medians hover between 6-8%. The financial impact is significant, as missed appointments cost the U.S. healthcare system an estimated $150 billion annually.
• Elevated Patient Experience: Post-call patient satisfaction surveys now yield an average score of 4.8 out of 5, reflecting a consistent and overwhelmingly positive experience.

"Today, that friction is gone, and satisfaction amongst our patients has improved significantly," Reddick added. "We've moved from constant staffing shortages and training cycles to a more stable, less stressful environment that allows our team to focus on better supporting both our patients and our staff."

Beyond the Chatbot: A Hybrid Operational Overhaul

The transformation at Graybill was powered by more than a simple AI chatbot. Third Way Health provided a comprehensive, end-to-end operating platform called Ascend, which combines AI automation with dedicated human teams. This hybrid model is designed to handle the high volume of routine administrative tasks with AI while reserving human agents for complex, empathetic, and high-stakes patient interactions.

The platform's capabilities include an AI voice assistant for scheduling and inquiries, AI-powered tools that assist live agents in real-time, and an automated quality assurance system that reviews 100% of calls to ensure compliance and identify areas for improvement. The implementation was not just a software installation but a deep, operational partnership. Third Way Health embedded its tech-enabled teams directly into Graybill's workflows, a process it calls a "white-glove implementation."

This approach was a critical component of a system-wide operational rebuild Graybill undertook in 2024 following its separation from a managed services partner. The initiative was designed to eliminate inefficiencies while preserving the group's 94-year legacy of patient-centric care.

"Supporting Graybill Medical Group's rebuild reflects why we started Third Way Health in the first place," said Frederik Mueller, Co-Founder and CEO of Third Way Health. "Modernizing operations is essential to preserving the trusted relationship between physicians and their patients – we're proud to accelerate that journey."

A Blueprint for an Industry Under Pressure

Graybill's success story serves as a compelling case study for a healthcare industry grappling with immense pressure. Administrative complexity, persistent labor shortages, and high rates of staff burnout are threatening the financial stability and quality of care at medical practices across the country. AI-driven administrative solutions are emerging as a critical tool to alleviate these burdens.

By automating repetitive front-office tasks like scheduling, reminders, and medical records staging, the technology frees up staff to focus on higher-value work and direct patient interaction. The measurable return on investment—evidenced by Graybill's $3 million in savings—provides a powerful argument for CFOs and practice leaders to move beyond the hype and embrace tangible technological solutions.

The market is taking notice of this shift. Third Way Health's success with partners like Graybill is bolstered by significant investor confidence. The company announced a $15 million Series A funding round in February 2026, led by Health Velocity Capital, to support its national expansion and further advance its AI capabilities. This investment signals a growing recognition that improving the administrative front-end of healthcare is not just a matter of convenience, but a strategic imperative for building resilient and efficient healthcare organizations of the future.