The Rise of the Invisible Tech Stack in Urgent Care

How high-performing clinics are winning by making technology disappear
Featured on Dx: The Podcast

Urgent care has always operated under pressure — high volumes, short visits, complex staffing. But the most innovative clinics aren’t throwing more tools at the chaos. They’re doing something smarter:
They’re making technology disappear.

On Dx: The Podcast, hosted by Dr. Andrea Giamalva, we talk with operators, clinicians, and technology leaders who are redesigning the care experience not by adding noise, but by removing friction. What emerges is a new kind of infrastructure: an invisible tech stack.

These are the systems patients don’t see and staff don’t struggle with. When done well, they completely reshape how care is delivered.

Here’s how urgent care leaders are making that shift and why it matters now more than ever.

1. Invisible tech frees providers to focus on what matters most

“Some of the best service experiences are when the technology fades away.”
— Adam Braves, VP of Strategic Growth, Bon Secours Mercy Health (Dx: The Podcast, Ep 2)

In urgent care, speed matters. But speed with empathy is what actually builds loyalty. Adam Braves knows that the only way to deliver both is by giving providers space to focus, and that means eliminating unnecessary screens, steps, and systems.

Bon Secours looks for tech that’s not flashy, but frictionless. Tools that enable care, not distract from it. When documentation is fast, scheduling is seamless, and eligibility checks happen in the background, providers can be fully present. And patients feel the difference.

✅ Make it real: Audit your provider workflow. If tech is visible to the patient during the visit, ask whether it’s helping or hurting the experience.

Explore the EMR/PM that provides a frictionless experience for patients, staff, and providers >>

2. Ambient tools create more room for human connection

“Let the computer clicks fade away — so we can actually talk to our patients.”
— Dr. Brian Cruz, CMO, Midwest Express (Dx: The Podcast, Ep 1)

Documentation doesn’t have to interrupt the visit. At Midwest Express, ambient listening tools are helping providers reduce cognitive load and stay in the room, both physically and emotionally.

The result? Better notes, cleaner charts, and more eye contact. As Dr. Cruz puts it: “When providers feel supported, they show up better. And that’s what patients remember.”

✅ Make it real: Consider ambient AI scribes for high-volume providers. Less screen time = more face time.

3. Automation works best when patients don’t notice it

“If the AI can’t get you what you need, it’s not helpful. It’s just in the way.”
— Brian Schiff, CEO, FLIP (Dx: The Podcast, Ep 4)

FLIP’s voice AI doesn’t ask patients to press buttons. It listens, understands, and completes tasks without feeling robotic.

This is the difference between automation that saves time and automation that builds trust. When patients get answers instantly (and without waiting on hold,) they don’t think about the tool. They think, “That was easy.”

✅ Make it real: Start with your phone experience. Can a patient get what they need in under 30 seconds? If not, tech may be more visible than helpful.

4. Pre-visit intelligence reduces chaos at the front desk

“Insurance matching should happen before the patient even walks in.”
— Common theme across Dx: The Podcast guests

Several guests emphasized the power of solving problems upstream. When insurance eligibility and coverage are verified ahead of time through AI or automation, front desk teams can greet patients with confidence instead of scrambling for details.

Invisible tech here isn’t just a convenience. It’s a patient satisfier, a team support system, and a revenue protection strategy.

✅ Make it real: Implement AI-driven insurance matching or auto-verification before the visit. Prevent surprises, cut down denials, and reduce stress — for everyone.

5. Invisible doesn’t mean unimportant — it means integrated

“We used to try to make the patient fit our model. Now we build around them.”
— Selena Gurley, VP of Accreditation, Fast Pace Health (Dx: The Podcast, Ep 3)

When technology fits into the flow of care, not on top of it, your clinic becomes easier to use, staff feel more supported, and patients get care that feels personal, even at scale.

Selena’s team knows that every community is different, and the best tech adapts quietly in the background to those needs, whether rural, urban, or underserved.

✅ Make it real: Look for tech partners who build to fit your workflow, not the other way around.

The bottom line:

Urgent care doesn’t need more software. It needs smarter infrastructure — the kind that does its job and gets out of the way.

Invisible tech is:

• Seamless for patients
• Effortless for staff
• Supportive of clinical outcomes
• Aligned to the real-world flow of care

Meet Experity’s AI tools and see how smarter tech expands human impact at every touchpoint >>

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