Has your office started receiving calls from "Avery?"
We have gotten 10-12 in the last 24 hours. UHC has implemented an AI chat bot. The calls range from medical record requests to scheduling appts. I've instructed staff to ask to speak to a live agent once they determine its AI. The bot responds that they can do everything a live person can and asks why we do not want to help. My staff again asks for a live agent, and "Avery" gets snarky and says I will let the member know you won't help them. Had one for a patient who hadn't been seen in 5 years and is in collections. Staff let "Avery" know, patient would need to reestablish and pay the balance in order to be seen. "Avery" said "I'll let the member know you could not help today." Then, paused and said "When is the next available appointment for this patient." They've resorted to hanging up when they call. Sure, maybe the AI is more efficient for UHC since they don't have to pay humans to do their dirty work, but it takes about 10 times longer for MY Staff to interact with them. Not going to do it.
Also, who is calling their insurance to schedule an appt? We are a small private practice. Our staff have been here for years and know most of our patients on a first name basis. I instructed my staff to call the next patient personally after "Avery" calls on their behalf to find out if they are indeed calling on their behalf.