Patient Care Representative

Graybill Medical Group cuts front-office costs by 50% and improves Patient Access through ai-driven transformation. By Third Way Health. July 14th, 2026. LOS ANGELES, April 28, 2026 - Third Way Health, Inc. (TWH), a leading AI-enabled services partner for healthcare organizations, today announced measurable operational and patient experience gains from its partnership with Graybill Medical Group, Inc., North San Diego County's largest independent multi-specialty medical group. Over the course of the two-year partnership, Graybill has transformed its front-office operations - improving access, efficiency, and patient satisfaction, and strengthening provider-patient relationships. As a 94-year-old, physician-led medical group with more than 100 providers, Graybill relies on seamless communication and operational consistency across clinics to create a positive patient experience. After implementing Third Way Health's hybrid AI and live-agent solution, Graybill achieved meaningful improvements across access, efficiency, and cost: * Cost Savings: Approximately $3M or 50% in savings across call center and medical records staging, including benefits and overhead * Reduced Patient No-Shows: 24% reduction, from 5.1% to 3.9% between Q4 2024 and Q4 2025 - outperforming industry benchmarks (top performers: 2-4%; median: 6-8%) * Minimized Call Abandonment: Abandonment rate of 1.5% over the past two months, well below industry benchmarks (top performers under 2%; 75th percentile at 3-5%) * Faster Patient Access: Average call wait time of 20.2 seconds, with 85% of calls answered within 20 seconds - meeting or exceeding top quartile benchmarks * Elevating Patient Experience: 4.8/5 post-call patient satisfaction (CSAT) score, reflecting a consistent positive patient experience "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, Graybill Medical Group. "Today, that friction is gone, and satisfaction amongst our patients has improved significantly. We're now able to operate more effectively as a community provider while keeping pace with growing competition. Third Way Health's processes facilitated a seamless AI implementation and addressed our concerns around workflow integration and adoption. 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." Following its separation from a managed services partner in 2024, Graybill executed a system-wide operational rebuild across 9 locations, reestablishing IT infrastructure, telephony systems, access tools, and core workflows. This initiative focused on eliminating inefficiencies while preserving high-performing processes, with a clear emphasis on the patient and provider experience. By bringing key functions such as utilization management and medical records scanning back to the clinic level, Graybill enabled faster handoffs and tighter coordination across teams. Implementing Third Way Health's technology was a critical component of this transformation, allowing the organization to modernize operations and scale improvements across all locations. "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. "Every operations team deserves a mission-aligned partner who recognizes the urgency of protecting the front-office experience. Graybill is a physician-owned and operated organization with a 94-year legacy of care. Modernizing operations is essential to preserving the trusted relationship between physicians and their patients - we're proud to accelerate that journey." This announcement follows Third Way Health's $15M Series A funding round in February 2026, led by Health Velocity Capital, supporting the company's continued expansion, operational scale, and advancement of its AI capabilities. About Third Way Health Third Way Health is a cutting-edge AI-powered healthcare services partner focused on revolutionizing the front office of medical practices and business operations for payers, MSOs, and beyond. Third Way Health, Inc. ensure best-in-class service quality through its AI-enabled end-to-end operating platform, a meticulous implementation process, and top-tier personnel. About Graybill Medical Group Established as a small family practice in Escondido in 1932, Graybill Medical Group has become North San Diego County's largest independent multi-specialty medical group, with locations spanning the 78 Corridor from the Coast to Escondido, plus Fallbrook, Murrieta, and Temecula, and more than 100 physicians and practitioners offering a wide array of primary and specialist care. Graybill Medical Group is an independent member of the Sharp Community Medical Group, which was recently voted the 2015 Best Medical Group by the Union-Tribune Readers Poll.

Third Way Health raises $15M to scale AI workflow platform. The funds will be used to enhance the company's hybrid human and AI-powered operating platform, scale its reach and grow its workforce. By Jessica Hagen | February 27, 2026 | 5:38 PM Third Way Health, which offers AI to help healthcare organizations streamline workflows, has closed an oversubscribed $15 million Series A funding round led by Health Velocity Capital, bringing its total raise to $22.5 million. WHAT IT DOES The company offers a hybrid human and AI operating platform, Ascend, which includes tools like Dyno AI Voice Assist for scheduling, billing, and other inquiries. The program is available in multiple languages. Third Way Health also offers clinical and operational-decision software. The Los Angeles-based company will use the funds to scale its operational footprint and advance its technology. It will also expand its workforce, including its sales and implementation teams. "Today's healthcare practices require solutions that support sustainable growth and adapt to ever-evolving workflows. AI can be a useful tool in getting there - but to see real impact and true ROI, AI solutions must be informed and supported by the right underlying data and process infrastructure," Frederik Mueller, cofounder and CEO of ThirdWay Health, told MobiHealthNews. "At Third Way Health, we design and manage streamlined workflows and data systems that allow AI to deliver value at scale. Unlike standalone AI tools, we work as a partner to redesign the entire front office - calls, scheduling, eligibility, follow-ups - and then layer automation on top. With this funding, we are accelerating our ability to scale that model that levels one of healthcare's largest roadblocks." MARKET SNAPSHOT In 2025, the company announced a strategic investment from MedPOINT Management. The amount invested was undisclosed. In 2023, the company raised $1.55 million in pre-seed funding, led by Apollo Medical Holdings (ApolloMed). The company said the pre-seed funding would allow it to establish operations in the U.S. and Colombia, and launch two pilot practices in California and New York.