The Experity AI Care Agent helps urgent care cut down on administrative work.

As urgent care clinics deal with burnout and a lack of staff, new AI solutions are meant to make administrative tasks easier and offer doctors more time to care for patients.
The waiting room has long been a symbol of the most frustrating parts of the health care system in the fast-paced world of urgent care. Doctors and support workers have little time to actually care for patients because they are overworked, patients are worried, and the administrative burden is growing.

According to the software and services platform Experity, however, a subtle change is taking place behind the scenes. Since August, its AI Care Agent has helped over 650,000 patients, not by replacing doctors, but by filling in the “dead air” in the clinical path. The system has already saved 7,000 hours of staff time by automating routine follow-ups and giving real-time updates. That’s around 28,000 more patient visits.

Ian Lyman, Experity’s senior vice president for consumer strategy and innovation, told the “uncomfortable truth” about how well health care works. Clinics weren’t really spending those hours on things that could be skipped. They were doing things that weren’t even their job in the first place.

“The health care sector has been making decisions about how patients act based on information that is twenty years old. “We’re seeing that gap right now,” he told TechNewsWorld.
Administrative Work Slows Down Urgent Care
Experity has witnessed a big change in how people feel about the AI-powered platform’s usefulness since it announced Care Agent in late July. 1.5 million patients have used it. The most astonishing thing was how quickly skepticism converted into support when doctors observed that the Care Agent stopped interruptions instead of making new ones.

Lyman talked about two situations that happen over and over again that the AI Care Agent stops. When a clinician spends eight minutes on the phone explaining that the patient’s work note is on page three of the discharge packet, not page one, that is not patient care; it’s tech support for a defective document delivery system.

If the front desk personnel answers a call from a patient who couldn’t acquire the results of a strep test after hours, that is not patient care. He said that was making up for a lack of communication.

“What staff now does with the reclaimed time is see more patients and deliver actual patient care,” Lyman added.
Reclaiming Time for Patient Care
Lyman says that medical directors, nurse managers, and providers have been dealing with broken health care technology for years. He talked about interfaces that promised to be simple but ended up being a mess, and “seamless integrations” that made things harder instead of easier.

“They’ve made up for it by adding layers of process and workflow around that fragile technology, and those layers have become load-bearing walls.” These people have been hurt before. “It’s not crazy that they’re skeptical; they have a good reason,” he remarked.

Jonathan Moss, Experity’s executive vice president and general manager of patient engagement, said that AI help allows nurses and front-desk staff to make better use of clinic hours that they have already worked. He suggested four big adjustments to how time is used that will make treatment for patients and the flow of the clinic better:
1. Spending extra time with worried or first-time patients instead of fixing printers or portals

• Getting rooms ready faster and helping providers when they are busy
• Lowering the number of calls by not playing phone tag about lab results and discharge instructions
• Fixing problems before they turn into complaints or poor reviews

Moss remarked, “In short, staff is doing the work that makes things better and faster instead of doing the same old administrative tasks.”
Skepticism slows down AI Adoption: Using AI in a high-stress setting is more than just plugging it in and playing. When Experity rolled out its platform to clinics, the largest problem it faced was not infrastructure or integration. Lyman said it was doubt.

“She thought Care Agent would be just another system she would have to watch over and another box that providers would have to check off in their already busy workflows.” He said, “She was surprised to find that adding Care Agent to the workflow changed the whole character of the end of the visit.”

Operational Habits Slow Rollouts

Moss said that the major problem with implementing the new system wasn’t the technology, but getting everyone to follow the same operational habits. The most essential adjustment was making sure that phone numbers were always checked upon check-in, as Care Agent needs accurate cell data.

“We also talked about when to send documents digitally versus printing them, especially for minors or visits that are sensitive.” He remarked, “Once teams saw that Care Agent fit into their existing workflows with little change, adoption sped up quickly.”

The image above is from Experity Lyman Moss. The sizes are (max-width: 1000px) 100vw and 1000px. 300w, https://www.technewsworld.com/wp-content/uploads/sites/3/2026/02/Experity-Lyman-Moss-300×150.jpg Ian Lyman, Experity’s senior vice president for consumer strategy and innovation, and Jonathan Moss, Experity’s executive vice president and general manager of patient engagement, are in the picture.
Moss said that a number of doctors told him they were expecting additional communications and follow-ups. Instead, they got fewer phone calls, printed less, and had to explain things over and again much less often.

“Realizing that Care Agent is push-based and contextual is what really changed minds.” It gives patients information automatically at the right time, instead of asking staff or patients to remember another system. He told TechNewsWorld that difference is everything for urgent care.
Changing Focus Leads to Better Medical Care Experity’s AI Care Agent is a HIPAA-compliant, AI-driven patient engagement helper made just for urgent care. It works directly with Experity’s cloud-based electronic medical record (EMR) and practice management software for urgent care clinics to make high-volume, on-demand care as good as it can be.

AI Care Agent makes the patient journey easier by using SMS and web chat to automate duties before, during, and after a visit, such as getting test results, giving discharge instructions, and collecting payments.

Lyman made it clear that the Care Agent does not make medical decisions. Its role is to make things easier. The main job is to gather information on patients and make it available to the right individuals at the right time.

He remarked, “Everything else, like making appointments, sending documents, and sending lab results, is just housekeeping to support that main mission.”

Moss said that giving regular, automated updates improves the mood of the waiting room. When patients realize what’s going on, the stress level goes down.

He said, “There are fewer status-check questions that get to the front desk, staff interruptions go down, and the waiting room feels calmer.”

He said that Care Agent goes beyond the appointment to make things clear. Patients no longer have to wonder where their test findings or discharge instructions are. They already have them.

He stated, “That confidence comes back into the clinic.”
What Experity learnt That Other Companies Didn’t

What Experity Learned That Other Companies Didn’t

The platform developer learnt about patient behavior and wants, which could be the key to AI Care Agent’s success. Moss says that three important things jump out:
1. Patients will help themselves when there is minimal friction. 2. Mobile-first engagement is no longer optional; it is expected. 3. Urgent care patients act right away when it is easy to get to.
The success of Experity’s AI Care Agent shows a major change in the story of health care: technology is finally going from being a burden to a bridge.

“Traditional portals don’t work because they depend on memory and motivation.” Care Agent works because it meets patients where they are, Moss said.