By Melane Sampson
Closely held Experity Health is shaping the future of healthcare by embedding AI into urgent care hubs across the U.S. to improve patient access, speed clinical visits, and elevate care quality.
“Our goal is to connect patients and providers through urgent care technology solutions that streamline the patient journey and reduce the administrative burden so healthcare providers and staff can put their patients’ needs first,” Andrea Giamalva, MD, CMO of Experity, says in an interview with BioTuesdays.
At its core, Experity offers the urgent care market an integrated operating system—robust electronic medical records (EMR) and practice management tools. The company was founded by David Stern, MD, CEO of Experity, who, as an emergency room physician, recognized that better documentation and automated workflows were essential to streamlining operations and improving patient care. In 2019, he merged his EMR and billing services company, Practice Velocity, with DocuTAP to form Experity.
“Dr. Stern lived in the world of urgent care,” Dr. Giamalva says. “The EMR product that he created can now be found in 22 out of the 25 most successful urgent care enterprises in the U.S.”
Originally, Experity served primarily as a strong EMR vendor in the urgent care space. Over time, it evolved into a company delivering a full platform or ecosystem—offering ancillary functions that urgent care operators need, whether a standalone clinic or a multi site enterprise.
“We now provide patient management, a patient engagement platform, and a data analytics tool so clients can analyze clinical, operational, or financial data,” Dr. Giamalva explains. “The goal is to create an all-in-one solution rather than leaving clients to integrate disparate systems.”
But Experity is aiming higher. Two of its newest innovations—AI Scribe and Care Agent—seek to reduce friction at every touchpoint of the patient journey.
Recently, Experity revealed that AI Scribe—designed to enable clinicians to focus on patients first—is now live across its urgent care clinics nationwide. This ambient‐listening technology captures patient provider conversations and auto-populates structured documentation directly into the chart—without requiring copy and paste or external scribe tools.
“Urgent care providers are under great pressure to balance efficiency and throughput with patient-centered care,” Dr. Giamalva contends. “With AI Scribe, providers can give patients their undivided attention, while most of the documentation happens quickly, accurately, and consistently behind the scenes.”
She adds, “Future possibilities feel limitless. Through metrics like talk to listen ratios and patient sentiment analysis, we could turn conversational data into actionable insight—driving stronger relationships and better care experiences.” The system is embedded directly in Experity’s EMR ecosystem, operating via tablet or phone.
In pilot usage, providers using AI Scribe are beginning to see gains—each may add a couple of extra patients per day, even during early-stage deployment. Though full metrics are still pending, the early signal is clear—the documentation burden is easing, and efficiency is rising.
Another of Experity’s major rollouts is Care Agent, branded as the industry’s first clinical intelligence solution designed to put patients in control of their urgent care experience. “We call it the un-portal,” Dr. Giamalva says. The system was officially launched in July 2025. By combining data, analytics, and AI, Care Agent handles the full care journey while preserving each clinic’s unique voice.
“Care Agent puts urgent care in the patient’s control,” she emphasizes. Unlike traditional portals or apps—which many one-time urgent care users resist—Care Agent initiates interaction via SMS (or RCS) and guides patients seamlessly into more advanced workflows via secure web chat when needed.
For example, after an appointment, patients may immediately receive a text with their discharge instructions, which they can view on their phones. When lab results are available, Care Agent delivers them directly avoiding delays, missed messages, or burdens on clinic staff. “In future phases, the platform will even allow messaging so patients can ask simple questions without needing to log into a portal,” Dr. Giamalva says.
Experity is contemplating new frontiers for Care Agent, such as prescription delivery via zip-code matching and delivery partners, moving toward a level of retail-style convenience. “Imagine being at home feeling unwell, then receiving a message like, ‘Would you like that prescription delivered today? Want us to add some chicken noodle soup?’—it will transform urgent care,” she asserts.
When asked about cost savings to the healthcare system, Dr. Giamalva notes the impact can vary by clinic size. Many urgent care centers operate on razor thin margins—typically one provider, one receptionist, one medical assistant, and perhaps a radiology technician. Reducing overtime, phone calls, and paper costs matter.
“In one large enterprise client, eliminating paper based discharge summaries saved about $30,000 per month,” she points out. Similarly, equipping clinics to handle more patients in less time can reduce walkouts—patients leaving without being seen. Early pilot data suggests clinics using AI Scribe and Care Agent may see an additional three to five patient visits per day without major workflow disruption.
Dr. Giamalva suggests that underlying these gains is a philosophy—technology should support, not supplant, care. For too long, providers have felt their roles reduced to data entry and checkboxes, rather than true patient engagement.
“There’s a disconnect in the last few years between what technology can do for patient interaction,” Dr. Giamalva says. “These systems help lessen administrative burden and allow clinicians to rediscover presence with the patient. We are in a time and place where we have a great opportunity to harness the use of technology to enhance our clinical experiences with patients. And if we’re not chasing after that every single day, then we’re chasing something in the wrong direction.”
Looking ahead, Experity intends to roll out its AI-driven partner ecosystem, with planned releases of AI Insurance Matching and additional Care Agent modules in 2025 and 2026. At the same time, the company remains committed to gathering rigorous performance data from ongoing pilots to validate the promised gains.
Meanwhile, the company will debut Urgent Care Connect, at its annual industry conference, in Nashville in February 2026. As more urgent care leaders converge to define the next era of care delivery, Experity aims to place human connection—enabled by technology—at the center of the conversation.
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