What You Should Know
- The Partnership: Hyro, a Responsible AI Agent Platform, has partnered with Seattle-region nonprofit Overlake Medical Center & Clinics to modernize patient access and contact center operations.
- The Target: The initial deployment targeted a massive operational friction point: MyChart password reset requests. Previously, these requests required an average of seven minutes per call and cost the health system approximately $11.65 per interaction.
- The ROI: Within four months of deploying Hyro’s patient-facing AI voice agents, Overlake successfully automated 51% of these reset requests, drastically reducing help desk overhead.
- Web Self-Service: Overlake also deployed web-based AI agents. Since going live, the agents have resolved nearly 90% of patient inquiries directly using website and knowledge resources, capturing a >90% engagement rate for users who open the chat.
- The Roadmap: Following this initial success, the partnership is expanding into revenue-critical administrative workflows, utilizing AI to streamline scheduling, rescheduling, and provider matching.
How Overlake is Curing the IT Help Desk with Hyro’s AI Agents
When advising health systems on enterprise Electronic Health Record (EHR) optimization, it becomes immediately apparent that the most sophisticated clinical builds are often derailed by the simplest front-end bottlenecks. You can spend millions implementing an elite patient portal, but if a patient forgets their password, the entire digital experience grinds to a halt.
At Overlake Medical Center & Clinics, a 349-bed hospital in the Seattle region, that specific bottleneck was generating an astonishing administrative burden. MyChart password reset requests were eating up an average of seven minutes per call, costing the organization approximately $11.65 per interaction.
Instead of hiring more contact center staff to absorb the volume, Overlake took a highly pragmatic approach to automation. Today, the health system announced a partnership with Hyro to deploy enterprise-grade, agentic AI across its voice and web channels—proving that the fastest ROI in healthcare AI is found in the mundane.
“Our goal was to start with something practical, prove value quickly, and build from there,” said Scott Waters, Overlake’s Chief Information and Technology Officer. “Automating MyChart password resets was a natural first step, and the results exceeded our expectations.”
Attacking the Friction
Rather than attempting a massive, risky rip-and-replace of their entire patient access workflow, Overlake and Hyro executed a phased implementation strategy focused on low-risk, high-impact use cases. Within just four months of deploying Hyro’s AI voice agents, Overlake successfully automated 51% of their MyChart password reset calls. By intercepting these requests before they reached a human agent, the health system immediately slashed costs, improved responsiveness, and freed up their contact center teams to handle more complex, meaningful patient interactions.
The success extended to digital self-service as well. Overlake deployed Hyro’s web-based AI agents, achieving an impressive >90% engagement rate among patients who opened the interface. Nearly 90% of those inquiries are now resolved autonomously, drawing accurate, consistent answers directly from Overlake’s existing knowledge resources.
“Our partnership with Overlake reflects how leading health systems are approaching AI today: start with real problems, deliver measurable outcomes, and scale responsibly,” noted Rom Cohen, Co-Founder and COO of Hyro.
