Third Way Health

☀️ Third Way Health Summer Fest 2026 ☀️ Our annual Summer Fest is all about celebrating the incredible team behind Third Way Health. This year's event brought together great food, games, music, raffles, and family-friendly fun, all in the spirit of connection, well-being, and community. It's one of the many ways we bring our people-first culture to life. If you want to be part of a team that truly values and appreciates its people, we'd love for you to join us. See all open roles here: https://lnkd.in/giZBcsTg

The AI conversation in healthcare usually starts with the technology. Graybill Medical Group's story is a useful correction to that - and thank you to Healthcare IT News for the coverage. Graybill didn't buy software and hope it fixed their front office. They brought in Third Way Health as an operations partner, and we started by learning their actual workflows: where calls were getting stuck, where staff time was going to repetitive tasks instead of judgment calls, where patients were falling through the cracks before they ever reached a provider. Streamlining those processes was the engagement, not a preamble to it. AI got layered in only once the workflow itself was fixed, and only for the parts that made sense to automate. That's why it worked: 50% lower front-office costs, 24% fewer no-shows, and shorter wait times, without disrupting the staff relationships patients depend on. This is the core of what we believe at Third Way Health: AI can't fix a broken process, and it can't fix itself into a practice from the outside either. It takes a partner who will do the operational work alongside you. Get that right, and AI becomes a force multiplier. Skip it, and you're just automating the dysfunction. Proud of what we built with Graybill and the partnership with Jamie Reddick Staci Holt Vanessa Peters, MD and the entire organization. Read the article in the comments.

Rolling out AI usually means asking staff to adapt to a new system. Graybill Medical Group flipped that. The 94-year-old practice didn't force its communication center team into a new operating model. Instead, the work started with understanding how staff already did their jobs, before any technology entered the picture. "...the organization deliberately avoided forcing employees to adapt to a new operating model. Instead, the vendor – Third Way Health, which combines AI agents and human expertise to manage front-office and administrative workflows – learned existing processes, identified inefficiencies and became an extension of operations rather than simply supplying software. Only after that work was AI layered into the communication center. The technology assumed responsibility for repetitive, high-volume interactions such as appointment scheduling, answering common questions and directing patients to appropriate resources. Staff continued handling conversations requiring empathy, judgment and critical thinking." The payoff of leading with change management instead of technology: 📉 50% reduction in front-office costs 📅 24% decrease in patient no-shows ⏱️ Significantly shorter call wait times Smooth adoption doesn't start with the tool. It starts with the people using it. Read the full story from Healthcare IT News: https://lnkd.in/e5buZgVt

Proud to see our COO, Timm Schneider, on stage at TechCon Global discussing where AI and telehealth are taking primary care. He joined moderator Matthew Holt, Jamie Reddick COO at Graybill Medical Group (one of our valued customers) and Erin Parks, Ph.D. Co-Founder at Equip, for a candid conversation on tech incentives, specialty care, and real-world patient access. Watch the full discussion: https://lnkd.in/eP4tuFZ3

4 medical group COOs walk into a restaurant... No agenda. No pitch deck. Just operators comparing notes on what's actually working with AI in their front offices, and what isn't. A few hours and one dinner later (including a blurry picture), the same themes kept surfacing: 1) The technology is spreading faster than anyone is governing it. Real results in one pocket, ungoverned chaos in another. 2) The right AI tools are getting blocked by interoperability. An intake tool that works fine, sitting on one side of an EMR that won't let data flow. 3) Trust gets built through involvement, not reassurance. Staff don't trust AI because you tell them it's accurate. They trust it when you give them a role in verifying it. 4) And no one has cracked repeatable upskilling. Everyone at the table admitted it. The pattern underneath all of it: the organizations getting AI right aren't the ones with the best tools. They're the ones treating adoption as an operational discipline, not an implementation task. The gap is never where you think it is. It's almost never the product. If your group is stuck somewhere between the pilot that worked and the program that hasn't, come grab a seat at the next Third Way Health Executive Roundtable. Full write-up in the comments.

4 medical group COOs walk into a restaurant... No agenda. No pitch deck. Just operators comparing notes on what's actually working with AI in their front offices, and what isn't. A few hours and one dinner later (including a blurry picture), the same themes kept surfacing: 1) The technology is spreading faster than anyone is governing it. Real results in one pocket, ungoverned chaos in another. 2) The right AI tools are getting blocked by interoperability. An intake tool that works fine, sitting on one side of an EMR that won't let data flow. 3) Trust gets built through involvement, not reassurance. Staff don't trust AI because you tell them it's accurate. They trust it when you give them a role in verifying it. 4) And no one has cracked repeatable upskilling. Everyone at the table admitted it. The pattern underneath all of it: the organizations getting AI right aren't the ones with the best tools. They're the ones treating adoption as an operational discipline, not an implementation task. The gap is never where you think it is. It's almost never the product. If your group is stuck somewhere between the pilot that worked and the program that hasn't, come grab a seat at the next Third Way Health Executive Roundtable. Full write-up in the comments.

The sub-header of this McKinsey & Company article captures it well: Health systems aren’t short on AI, they’re short on impact from AI. Capturing real value requires CEO-led transformation and a fundamental rethink of how care and operations run. With all the excitement about AI, and companies announcing new features that their platform can do seemingly monthly, we forget that AI is also just another technology, that needs to reflect the underlying processes and - most importantly - needs to be maintained. We see this daily, which is why at Third Way Health we blend technology + process transformation (with a good dose of change management) + great people into a single, seamless solution.

Medical front offices have a challenge that software alone can’t fix: shifting care and insurance requirements; patient calls that don’t get through; staff turnover that lead to perpetual training cycles. This is the operating reality AI encounters at the front desk. For Graybill Medical Group, we drove hard-dollar savings through cost reductions and fewer no-shows, while increasing patient satisfaction stores. The driver was not simply smarter AI agents, but a more powerful QA framework. Instead of sampling, we check every call, and integrate feedback from automated evaluations and human expert review into nightly process, knowledge base, and AI updates that we launch and monitor the next day. AI adoption should prompt an operating model discussion, not a technology one. More on our experience in Newsweek - how does it compare with your AI adoption journey? https://lnkd.in/gGa5hJBb

It was great to be on AI for Founders with Ryan Estes to share Timm Schneider's and my approach to blending AI and great people into seamless operational solutions at Third Way Health - even better (and grateful) to have Jamie Reddick from Graybill Medical Group joining us to share what amazing results AI+people can deliver (Happier patients, happier providers, better care, $3m annual savings, and more) Thanks for letting us tell our story, and thanks for the fantastic partnership, Jamie and team!