A privacy-first support chatbot that resolves routine scheduling and billing calls while routing clinical questions straight to a nurse.
Meridian Health's regional clinic network was buried under call volume on its patient support line. Leadership needed a way to cut call traffic without touching patient privacy or clinical oversight, running entirely inside Meridian's own infrastructure.
About 70% of calls were routine — scheduling changes, billing questions, insurance verification — and peak hold times ran past twenty minutes, crowding out patients who actually needed a clinical conversation. Most commercial chatbots were disqualified outright: patient data had to stay inside Meridian's network, and anything touching symptoms, diagnosis, or medication needed a human.
Messages are redacted for PHI before they ever reach the model. The assistant answers only from Meridian's own scheduling, billing, and insurance documentation and never gives medical guidance. Any question touching symptoms or medication escalates immediately to a live nurse with full context attached, and the entire system runs inside Meridian's private cloud.
The system reached a 62% call deflection rate, cut average hold time by 55%, hit 100% escalation accuracy on clinical routing, and freed up 15 hours of nurse time every week.
Tell me what you want to ship. You get a free 30 minute call. I tell you if we are the right team.