Clinics: Urgent Care Specialists, PC
Owner: Jay Adams, RN, Chief Operating Officer, Pioneer Health MSO, LLC
Challenge: Rising documentation burden and provider sign‑off time contributing to after‑hours work and workflow strain
Results: Nearly 29 percent reduction in provider note sign‑off time, reduced complexities, and more time to focus on quality patient care
AI adoption in healthcare is often slow because the stakes feel high: accuracy, workflow impact, regulatory scrutiny, and clinical trust. Providers worry about losing control of documentation. MAs worry about new complexity. Leaders worry about implementing too much too fast.
Urgent Care of Holden acknowledged these concerns openly rather than dismissing them. Instead of waiting for industry consensus, they proactively joined Experity’s early adopter program for AI Scribe, understanding that meaningful progress often requires participation before everything feels comfortable. Their mindset was clear and grounded:
Change is coming. Let’s help shape it.
By engaging early, asking critical questions, and committing to evaluate AI through real clinical use, the clinic established a foundation of leadership rooted in curiosity, responsibility, and trust.
Urgent Care of Holden’s approach was deliberately human-centered, grounded in the lived experience of their teams. Providers were carrying a heavy cognitive load, juggling rapid patient volume and the mental strain of remembering every detail of every encounter, while medical assistants navigated click-heavy workflows across vitals, exam, and ROS tabs.
AI assistance was introduced as a support mechanism, not a mandate. Providers retained full control over review, editing, and final documentation, ensuring clinical judgment remained paramount and building trust in the process.
Medical assistants also benefited from reduced clicks and more intuitive workflows. Early feedback highlighted value in reducing repetitive tasks such as entering vital signs or navigating multiple tabs. Providers commented that the tool helped ensure key parts of patient conversations were captured accurately without adding mental overhead.
The clinic’s culture encouraged honest feedback. Providers were not expected to accept the tool unquestioningly. Their experiences, questions, and suggestions were shared both internally and with the broader Experity early adopter community. This transparent dialogue helped the clinic refine how they used the tool and reinforced a culture that values thoughtful innovation over blind adoption.
At Urgent Care of Holden, clinicians didn’t just try AI Scribe. They actively shaped how it fit into daily workflows, and the results were tangible. Where the tool was fully integrated, it delivered measurable improvements, including:
“AI medical scribing technology delivers meaningful operational and financial value in the urgent care setting by fundamentally improving clinical efficiency and documentation quality. By automating real-time charting, AI Scribe significantly reduces provider administrative load, enabling clinicians to see more patients without sacrificing care quality. This accelerates throughput, supports stronger revenue capture, and helps mitigate provider burnout—key priorities for high-performing urgent care clinics.” — Jay Adams
These outcomes did not emerge from passive exposure to new technology. They reflected deliberate engagement by clinicians who were willing to test, trust, and refine new workflows in real clinical conditions.
“Additionally, the enhanced accuracy and consistency of AI‑generated documentation strengthens compliance, reduces coding variability, and supports more reliable clinical decision‑making. Collectively, these benefits contribute to a more efficient operating model, a more engaged clinical workforce, and a greater patient experience.
AI Scribe is a true win-win for providers, patients, and urgent care operators.” — Jay Adams
A defining factor in this success was the award-wining leadership of Adams, an active participant and recognized contributor within Experity’s AI Scribe focus group. According to Experity Chief Medical Officer Andrea Giamalva, he has been “a valuable leader within the group,” offering practical insights, continuous feedback, and real‑world validation as new capabilities were shaped and rolled out. His involvement signals a rare level of commitment: not only adopting AI early, but also helping build the very standards and workflows other clinics will one day rely on.
This early and engaged leadership style created the conditions for meaningful change. It:
Adams’ decision to get involved at this level demonstrates a forward‑looking mindset — one that views AI not as a risk, but as an opportunity to influence the future of clinical documentation.
Urgent Care of Holden’s approach to AI was not symbolic or speculative. It was practical, measured, and grounded in the realities of urgent care delivery. Leadership did not adopt new technology to signal progress. They engaged early to understand it, test it under real conditions, and determine whether it genuinely supported their clinicians and workflows.
That willingness to move forward boldly, paired with a commitment to data, provider control, and operational impact, is what set the clinic apart. The results were not theoretical. They were measurable, repeatable, and felt by the people delivering care each day.
This is what thoughtful innovation looks like in urgent care. Not chasing trends, not avoiding risk, but leading with accountability, clarity, and purpose.
Learn more about Experity’s products and services here or check out the AI skills that increase human impact at every touchpoint.
See how Experity’s built-for-urgent-care solutions can optimize your workflows and help solve your specific business challenges.
