Care that can't wait: How Circle Medical transformed patient support with Fin

Navigating the healthcare system can be very complex, painful, and tedious for patients. So we're helping make that process a lot easier.

Circle Medical gives access to an app or web portal where patients can make appointments, meet with doctors, nurses, or physicians to address primary care concerns. We're talking about their health, and it's a very sensitive subject. So we try to approach every interaction with empathy, and we have to be reactive, respond quickly and accurately, and provide them that safe environment where we can assist them as best as we can.

We had very high volumes of requests and a lot of manual steps, and it would create backlogs, so we would have a hard time keeping up and serving our patients as quickly as we need to. We were already using Intercom as our messaging system. We knew that Intercom and Fin were HIPAA-compliant. So when Fin got released, it seemed like an obvious choice.

We have to remain compliant. We have to be very intentional in how we answer questions, and we can never give clinical advice because that's what the providers do. So that's where we had to make sure that Fin would not try to answer or give guidance. We started rolling it out in a very controlled environment. We could very clearly give those dos and don'ts to the AI and extend what we would let it answer.

Introducing Fin and some automations allowed us to reduce a lot of that reliance on manual work and reduce the time needed to get to the core issue that the patients needed help with.

We recently launched a workflow where if a patient reaches out to ask for a refill for their prescription, Fin will run through specific checks based on the patient's chart and will then submit that refill request on their behalf. It goes directly into the healthcare provider's inbox, who will then review the request and then action it for the patient so they get what they need much, much quicker.

Shortly after launching, we noticed an increase in CSAT of about 8 percentage points in a very short amount of time. We also reduced resolution time by 58%.

The patient care advocate team can now focus better on chats that actually need more human touch. It really helped validate the theory that it could be a game changer for how we serve our patients faster in a controlled and safe environment.

The Intercom team was very supportive. They really provided a lot of support, increased the cadence of our meetings, and gave us access to engineers. They were a true partner in that deployment because we had to go very fast over a very small period of time, and they supported that very diligently.