Case Study
Graybill Medical Group
AI-Driven Transformation Reduces Front-Office Costs by 50% and Improves Patient Access
Company background
Graybill Medical Group is North San Diego County’s largest independent multi-specialty medical group, serving patients across the 78 Corridor from the Coast to Escondido, plus Fallbrook, Murrieta, and Temecula.
Founded in 1932 as a small family practice in Escondido, Graybill has grown into a physician-led organization with more than 100 providers delivering a wide range of primary and specialty care services.
With a 94-year legacy of patient-centered care, Graybill prioritizes operational excellence, provider-patient relationships, and accessible healthcare experiences across every clinic location.
Challenges
Legacy Operational Friction
For years, Graybill patients experienced long phone wait times and inconsistent access to front-office support. Staffing shortages, ongoing training cycles, and fragmented workflows created operational strain for both staff and providers. As patient demand increased, the organization needed a scalable solution that could improve responsiveness while preserving the personalized care experience expected from a physician-led medical group.
Large-Scale Operational Rebuild
Following its separation from a managed services partner in 2024, Graybill initiated a system-wide operational rebuild across 9 locations. The organization reestablished IT infrastructure, telephony systems, access tools, and front-office workflows while working to eliminate inefficiencies and maintain continuity of care. Graybill also aimed to modernize operations without disrupting high-performing clinical processes or compromising the patient experience.
Graybill Medical Group Goals
Graybill Medical Group partnered with Third Way Health to:
01
Reduce Front-Office Operational Costs
02
Improve Patient Access and Reduce Call Wait Times
03
Create More Consistent Patient Experiences Across Locations
04
Reduce Administrative Burden on Staff and Providers
05
Modernize Operations Through AI-Enabled Workflows
06
Improve Patient Satisfaction and Retention
AI-Enabled Centralized Services — Implemented Third Way Health’s hybrid AI and live-agent operating model to centralize front-office workflows and improve operational consistency across all locations.
Dyno AI Voice Assistant — Deployed AI-powered voice technology to ensure faster response times, minimize abandoned calls, and improve patient access to care.
Centralized Patient Access Operations — Streamlined scheduling, call routing, and patient communication workflows to create a more seamless patient experience.
Operational Infrastructure Support — Supported Graybill’s large-scale operational rebuild by helping modernize telephony systems, workflows, and access tools across 9 clinic locations.
Enhanced Coordination Across Teams — Enabled tighter coordination between clinics by supporting localized workflows such as utilization management and medical records handling.
Patient Experience Optimization — Improved patient communication and access through faster response times, reduced friction, and more consistent service delivery.
Third Way Health’s Solution
Delivering an AI-enabled front-office transformation designed to improve patient access, operational efficiency, and scalability.
Results & Outcomes
50%
Reduction in Front-Office Costs
Graybill Medical Group achieved approximately $3 million in savings across call center and medical records staging operations, including benefits and overhead, reducing front-office operational costs by approximately 50%.
24%
Reduction in Patient No-Shows
Patient no-show rates dropped from 5.1% to 3.9% between Q4 2024 and Q4 2025, outperforming industry median benchmarks and improving patient continuity of care.
1.5%
Call Abandonment Rate
Over the past two months, Graybill maintained an average call abandonment rate of just 1.5%, significantly outperforming industry benchmarks and ensuring more patients successfully connected with care teams.
20.2
Average Patient Call Wait Time (sec)
Graybill achieved an average call wait time of 20.2 seconds, with 85% of calls answered within 20 seconds — meeting or exceeding top quartile industry benchmarks for patient access performance.
4.8 / 5
Patient Satisfaction Score
Post-call patient satisfaction scores reached 4.8 out of 5, reflecting a significant improvement in the overall patient experience and front-office responsiveness.
What our
customers
say about us
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. Today, that friction is gone, and satisfaction amongst our patients has improved significantly.
– Jamie Reddick,
COO, Graybill Medical Group
The Third Way Health staff feels like an extension of my team. I appreciate the teamwork and their commitment to reviewing best practices while continuously exploring areas for improvement in our processes.
– Dr. Damaris Vega,
CEO at Houston Endocrinology Center
There are few to no vendors with whom we have built such a close and trusting relationship as TWH. Their speed and impact on our operations have been transformative.
– Brandon Sim,
President & CEO at Astrana Health
Not only is TWH invaluable as my “one-stop-shop” for our more rote clinical operations, but their technology is our glidepath to taking full advantage of AI with all the upside and none of the operational downside
– Lucas Taylor,
CEO at Valley Oaks Medical Group
Third Way Health is a hybrid solution that is both AI-driven and live agent-driven which really supports our needs… Previously our clinic was always short-staffed and with turnover, we were constantly training. Today we see a lot less stress and turnover in our front offices.”
– Jamie Reddick,
Chief Operating Officer at Graybill Medical Group
Revolutionize your business with a trusted healthcare operations partner.
What’s our mission?
Enhance healthcare access and improve the experience for patients from all backgrounds.
Reduce stress and burnout for care teams by streamlining operations.
Support growth for healthcare organizations by boosting efficiency and improving financial performance.
Why choose us?
Patient access experts.
Solely focused on healthcare operations.
