Switchboard, MD

Had a great week here in Atlanta at #PHIS2025, where collaboration and innovation in pediatrics were front and center. Huge thanks to International Society for Pediatric Innovation, Georgia Institute of Technology, and the Pediatric Device Consortium for bringing the community together! #PediatricInnovation #HealthcareLeadership #MedTech #HospitalInnovation #AgenticAI

A patient phone call = the care before the care. When it comes to real-time transcription, there's been a tradeoff between quality and cost. Many real-time solutions are either affordable but inaccurate or highly accurate but cost-prohibitive at scale. With Amazon Nova Sonic, that balance has finally shifted. Transcription isn't the star, but it is the foundation. When captured correctly, our technology uses patient communication to guide schedulers and automate process steps without confusion. This capability is already paving the way for linking calls to the right medical record, autonomous patient scheduling, and building agentic workflows that lower barriers to care by removing front-line friction and leveraging automation to create greater capacity within contact center teams. Big wins already: queue times down 75%, call abandonment rate down 59%. We value our work with @awscloud and look forward to growing what we can deliver for improved patient-provider communication. Full blog post: switchboardmd.com/newsroom/aws-n… #AgenticAI #HealthTech #DigitalHealth #HealthcareInnovation #HealthIT #HealthcareLeadership

Excited to sponsor #PHIS2025 this week, right here in Atlanta! Visit our booth on Thursday to chat with Blake Anderson, MD and Will Akers about how we’re helping organizations automate communication and documentation, and enabling care teams to spend less time managing administrative tasks and more time caring for children. We look forward to seeing you there! #PHIS2025 #PediatricInnovation #HealthcareLeadership #MedTech #HospitalInnovation

🕯️The real horror story: a chaotic inbasket. AI can't exorcise every inbox problem, but it can ensure that messages don't get lost in the shadows. Happy Halloween from Switchboard, MD! 🎃 #Halloween #AgenticAI #DigitalHealth #HealthcareInnovation #HealthcareLeadership

𝗛𝗼𝘁 𝘁𝗮𝗸𝗲: Automation doesn't need to happen all at once. We analyzed thousands of patient calls and found that many fall into high-volume, low-complexity categories (like wayfinding, confirming, rescheduling, or canceling appointments). These are simple, low-risk workflows that absorb a surprising share of call volume. You don’t need to automate everything to make meaningful progress. By using AI voice agents to automate routine appointment management tasks alone, you can 𝘁𝗮𝗸𝗲 𝘂𝗽 𝘁𝗼 𝟰𝟭% 𝗼𝗳 𝗰𝗮𝗹𝗹𝘀 𝗼𝗳𝗳 𝘆𝗼𝘂𝗿 𝘁𝗲𝗮𝗺’𝘀 𝗽𝗹𝗮𝘁𝗲. 𝗘𝘅𝗮𝗺𝗽𝗹𝗲𝘀 𝗼𝗳 𝘄𝗵𝗮𝘁 𝗰𝗮𝗻 𝗯𝗲 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗲𝗱 𝗿𝗶𝗴𝗵𝘁 𝗮𝘄𝗮𝘆: “𝘊𝘢𝘯 𝘺𝘰𝘶 𝘤𝘰𝘯𝘧𝘪𝘳𝘮 𝘸𝘩𝘦𝘯 𝘮𝘺 𝘯𝘦𝘹𝘵 𝘢𝘱𝘱𝘰𝘪𝘯𝘵𝘮𝘦𝘯𝘵 𝘪𝘴?” “𝘞𝘩𝘦𝘳𝘦 𝘪𝘴 𝘤𝘢𝘳𝘥𝘪𝘢𝘤 𝘔𝘙𝘐 𝘭𝘰𝘤𝘢𝘵𝘦𝘥 𝘪𝘯 𝘵𝘩𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨?” “𝘊𝘢𝘯 𝘐 𝘨𝘦𝘵 𝘮𝘺 𝘱𝘳𝘦𝘴𝘤𝘳𝘪𝘱𝘵𝘪𝘰𝘯 𝘳𝘦𝘧𝘪𝘭𝘭𝘦𝘥?” Each represents a straightforward, repeatable workflow that can be fully automated without disrupting existing protocols. If you’re trying to figure out where to start, this is your roadmap: switchboardmd.com/demo #AgenticAI #AIAgents #DigitalHealth #HealthcareInnovation #HealthIT #HealthcareLeadership

What a fantastic week at #HLTHUSA! Grateful for the conversations, connections, and ideas shared over the past few days, especially around how AI can make healthcare work better for those who keep it running. It’s clear the industry is ready for meaningful, scalable change, and we’re proud to be part of it. #HLTH #AgenticAI #DigitalHealth #HealthcareInnovation #HealthIT #HealthcareLeadership

See you at #HLTHUSA! 👋 Curious how AI is helping health orgs cut inbox volume by 40%, respond to urgent patient messages 37x faster, and shorten call queues by 75%? Blake Anderson, MD and Will Akers will be in Las Vegas next week and would love to connect with leaders driving the next wave of healthcare AI innovation. Find us at HLTH or book time with us here: calendar.app.google/4Ltfby1YNLpDJ9… #HLTH #AgenticAI #DigitalHealth #HealthcareInnovation #HealthIT #HealthcareLeadership

The inbox isn’t slowing down, and triage needs to catch up. In a recent study, Duke Health’s adult reconstruction team uncovered a 𝟭𝟯-𝗳𝗼𝗹𝗱 𝗶𝗻𝗰𝗿𝗲𝗮𝘀𝗲 𝗶𝗻 𝗽𝗮𝘁𝗶𝗲𝗻𝘁 𝗺𝗲𝘀𝘀𝗮𝗴𝗲𝘀 𝗯𝗲𝘁𝘄𝗲𝗲𝗻 𝟮𝟬𝟭𝟳 𝗮𝗻𝗱 𝟮𝟬𝟮𝟰 [DOI: 10.1016/j.arth.2025.06.069]. Despite surgical volume merely doubling, message volume ballooned from 7,700 to 105,000 - nearly 36 messages for every joint replacement. Just 20% of patients accounted for nearly 60% of these messages, and most were managed by overburdened APPs and surgeons. And this is just one team. Switchboard, MD helps health systems and hospitals turn inbox overload into streamlined workflows. Our physician-built AI triage agent integrates directly with your EMR to route and prioritize messages, ensuring the right team sees the right message quickly. And we’ve proven it works, in a NEJM AI-published study with Emory Healthcare [DOI: 10.1056/AIoa2400354]: • Healthcare staff underwent >𝟮 𝗳𝗲𝘄𝗲𝗿 𝗺𝗲𝘀𝘀𝗮𝗴𝗲 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻𝘀 per patient inquiry, 𝗰𝘂𝘁𝘁𝗶𝗻𝗴 𝘂𝗻𝗻𝗲𝗰𝗲𝘀𝘀𝗮𝗿𝘆 𝗵𝗮𝗻𝗱𝗼𝗳𝗳𝘀 𝗯𝘆 𝟰𝟬% and ensuring messages reached the right team instantly. • Conversations completed 22.5 hours sooner, an 𝟴𝟰% 𝗿𝗲𝗱𝘂𝗰𝘁𝗶𝗼𝗻 𝗶𝗻 𝗺𝗲𝗱𝗶𝗮𝗻 𝗿𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝘁𝗶𝗺𝗲. • 𝟵𝟳.𝟴% 𝗺𝗼𝗱𝗲𝗹 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 in message classification across all categories. If your inbox is growing faster than your team, let’s talk: switchboardmd.com/demo

Don’t let patient care start with ghosted voicemails. When patients leave a voicemail, they expect care to follow up quickly. Too often, messages sit unanswered for days—or never receive a response at all. Patients call back again and again for the same issue, only adding to the backlog. As backlogs grow, staff are stretched thin, leaving patients frustrated and teams overwhelmed. Switchboard, MD changes this dynamic by converting voicemails into structured, actionable information: • 𝗧𝗿𝗮𝗻𝘀𝗰𝗿𝗶𝗯𝗲𝗱 𝗮𝗻𝗱 𝘀𝘂𝗺𝗺𝗮𝗿𝗶𝘇𝗲𝗱 𝗳𝗼𝗿 𝗰𝗹𝗮𝗿𝗶𝘁𝘆 • 𝗠𝗮𝘁𝗰𝗵𝗲𝗱 𝘁𝗼 𝘁𝗵𝗲 𝗰𝗼𝗿𝗿𝗲𝗰𝘁 𝗽𝗮𝘁𝗶𝗲𝗻𝘁 𝗿𝗲𝗰𝗼𝗿𝗱 𝗶𝗻 𝘁𝗵𝗲 𝗘𝗠𝗥 • 𝗗𝗲𝗰𝗶𝘀𝗶𝗼𝗻 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘁𝗼 𝗵𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁 𝗿𝗲𝗾𝘂𝗶𝗿𝗲𝗱 𝗮𝗰𝘁𝗶𝗼𝗻𝘀 & 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗲 𝗿𝗼𝘂𝘁𝗶𝗻𝗲 𝘁𝗮𝘀𝗸𝘀 (𝘦.𝘨., 𝘤𝘢𝘭𝘭 𝘱𝘢𝘵𝘪𝘦𝘯𝘵 𝘵𝘰 𝘳𝘦𝘴𝘰𝘭𝘷𝘦 𝘪𝘯𝘲𝘶𝘪𝘳𝘺, 𝘪𝘯𝘪𝘵𝘪𝘢𝘵𝘦 𝘴𝘤𝘩𝘦𝘥𝘶𝘭𝘪𝘯𝘨 𝘰𝘶𝘵𝘳𝘦𝘢𝘤𝘩, 𝘧𝘶𝘭𝘧𝘪𝘭𝘭 𝘳𝘦𝘧𝘪𝘭𝘭 𝘳𝘦𝘲𝘶𝘦𝘴𝘵, 𝘦𝘵𝘤.) At Georgia Eye Partners, this meant repeat calls about the same issue dropped by 78%, while patient sentiment improved by 52%. Staff were resolving requests faster and spending less time managing messages, freeing them up to focus on patient care. “With Switchboard, we’ve gone from having a lengthy voicemail backlog to completing tasks the same day." - Kimberly Monroe, Director of Clinical Process If you’re ready to tackle your voicemail backlog, let’s chat: switchboardmd.com/demo

Over 1,000 calls per day. Patients frustrated. Staff juggling disconnected systems. Dr. Amar Patel at South County Orthopedic Specialists explains why they needed a new approach, and why Switchboard, MD’s AI + human blend stood out. Full case study & interview: switchboardmd.com/newsroom/cases… #AgenticAI #HealthTech #AIContactCenter #HealthcareInnovation #HealthIT #HealthcareLeadership

We’re excited to share that OrthoWest California is expanding its use of Contact Center! Almost a year after launching with SCOS Orthopedic Specialists, a division of OrthoWest, Switchboard, MD is expanding to additional OrthoWest locations and bringing our Contact Center solution to more patients, staff, and clinics across Southern California. After seeing strong results at SCOS (including a 76% drop in queue time and a 58% reduction in abandonment rate), we’re thrilled to support the next phase of this rollout. Contact center staff will now have access to AI-powered tools like real-time call summarization, automated medical record matching, voicemail classification, intelligent IVR prompts, and live performance dashboards. Rather than the patient waiting on hold, Switchboard, MD’s AI agent can handle the start of the call and capture the patient demographic information, match the patient record, understand the intent of the call, and then hand off to the appropriate contact center agent who now has the majority of the information they need to resolve the request promptly. Everyone wins, as the patient has their needs met more quickly and contact center agents can focus on the patient, rather than searching for medical records. This expansion supports OrthoWest’s mission to deliver convenient access and coordinated care, and we’re proud to help enhance that experience with more streamlined patient communication. Full press release: switchboardmd.com/newsroom/ortho… #AgenticAI #HealthTech #DigitalHealth #HealthcareInnovation #HealthIT #HealthcareLeadership

Health systems are drowning in fragmented communication and repetitive work. In this Shark Tank-style 60-second elevator pitch, Will Akers shares how Switchboard, MD cuts through the noise with physician-built AI that unifies calls, messages, and faxes and delivers real results in patient communication. Learn more: switchboardmd.com #AgenticAI #HealthTech #DigitalHealth #HealthcareInnovation #HealthIT #HealthcareLeadership

That's a wrap on HPN East Coast in Miami! We're grateful to have met so many impactful leaders from health systems across the country and share how our physician-built AI platform is helping reduce inbox burden and modernizing access to care. The conversations we had were a reminder of the challenges that keep healthcare moving, and the opportunities to make the work easier, more efficient, and more sustainable. Thank you to everyone who joined us at Healthcare Partnership Network USA (HPN US) East Coast. We’re excited to keep building on the momentum! #HPNMiami #HPN2025 #AgenticAI #HealthTech #DigitalHealth #HealthcareInnovation #HealthIT #HealthcareLeadership

We’re gearing up for Healthcare Partnership Network (HPN) Miami! Will Akers and Ashley Badgett will be on site connecting with healthcare leaders to discuss how AI can improve access, efficiency, and operational resilience. We'll also be on stage during the Shark Tank presentations, sharing how our physician-built AI platform is delivering results in inbox management, revenue cycle, and patient access. You won’t want to miss it! Looking forward to meaningful conversations and driving healthcare forward together. #HPNMiami #HPN2025 #AgenticAI #HealthTech #DigitalHealth #HealthcareInnovation #HealthIT #HealthcareLeadership

When patients call, they’re looking for answers—not a busy signal or a voicemail. South County Orthopedic Specialists saw a 𝟱𝟴% 𝗿𝗲𝗱𝘂𝗰𝘁𝗶𝗼𝗻 𝗶𝗻 𝘁𝗵𝗲𝗶𝗿 𝗰𝗮𝗹𝗹 𝗮𝗯𝗮𝗻𝗱𝗼𝗻𝗺𝗲𝗻𝘁 𝗿𝗮𝘁𝗲 after implementing Switchboard, MD's Contact Center solution. By leveraging physician-built AI, an estimated 𝟮𝟬,𝟬𝟬𝟬 𝗮𝗱𝗱𝗶𝘁𝗶𝗼𝗻𝗮𝗹 𝗽𝗮𝘁𝗶𝗲𝗻𝘁 𝗰𝗮𝗹𝗹𝘀 𝗮𝗿𝗲 𝗻𝗼𝘄 𝗿𝗲𝗮𝗰𝗵𝗶𝗻𝗴 𝘀𝘁𝗮𝗳𝗳 𝗮𝗻𝗻𝘂𝗮𝗹𝗹𝘆, driving revenue and strengthening patient access. With intelligent call prompts, automated EMR record matching, and real-time routing, patient concerns were addressed faster and with fewer handoffs between teams. The results? • Fewer dropped calls • Lower manual workload • More satisfied patients • And no required changes to the existing phone vendor Ready to stop losing patients to missed calls? See how it works: switchboardmd.com/contact-center #AgenticAI #HealthTech #DigitalHealth #HealthcareInnovation #HealthIT #HealthcareLeadership

When the inbox is broken, why wait to fix it? Healthcare is constantly innovating, but patients don’t always have the time to wait for health systems to transform, and neither do physicians burned out by a broken inbox. We have worked with organizations that needed real impact, fast, and delivered. Following a successful initial pilot, a rural health system expanded our physician-built AI message center solution to over 20 primary care clinics in less than one week. The system quickly saw: • 53% of all inbound patient portal messages being instantly rerouted to the optimal inbox • 42% fewer provider message touches / forwards If you’re looking to solve your inbox problem quickly, this is how you can get started: switchboardmd.com/inbox-manageme…

For many clinics, patient voicemails pile up faster than staff can respond. Teams often spend hours manually listening to messages, linking them to patient records, taking notes, and only then can they begin to respond. All of this adds to clinical burnout and delays patient care. Switchboard, MD’s physician-built AI Contact Center solution transcribes, prioritizes, and routes voicemails and faxes in real time, making it easier for staff to respond quickly and confidently. It integrates directly with your EMR to instantly match patient records, triage requests, and create tasks for follow-up. Within weeks, one clinic achieved: • 70% faster resolution of patient voicemails • 78% drop in repeat voicemails about the same issue Learn more: switchboardmd.com/contact-center

A Midwestern health system recently reduced physicians’ inbox volume by 40%, avoiding unnecessary administrative load and easing physician burnout, by implementing our message center solution. Built and trained by practicing physicians across 15+ specialties, Switchboard, MD's proprietary, plug-and-play AI solution integrates directly into your EMR to triage and route patient messages to the right destination. No more endless forwarding. No more physicians fielding refill requests, appointment questions, or non-clinical tasks. Just the right message, to the right inbox, right away. Curious how your clinical team could wake up to a cleaner inbox? Learn more: switchboardmd.com/inbox-manageme…

A few weeks ago, @CDCgov reported that measles cases reached a 33-year high, with over 1,300 cases so far this year. In 2025, the US is experiencing a sharp rise in emerging infections, and clinical teams are often missing early signals hidden within routine patient communications. We created ThreatAware to change this. Backed by @BARDA (Biomedical Advanced Research and Development Authority) our physician-built and epidemiologist-trained NLP threat escalation model helps health organizations: • Analyze infectious disease risk language in patient communications • Escalate potential cases to the right team for faster intervention • Adapt to evolving symptoms, threats, and criteria • Integrate directly into EMRs and clinical workflows Learn more about ThreatAware: switchboardmd.com/disease-escala…