Lowell Community Health Center’s Patient Access Center fields hundreds of calls a day with a small team and no room to grow headcount. Over the past year, Lowell partnered with Attuned Intelligence to deploy an AI voice agent integrated directly with their Epic instance, handling patient verification, appointment lookups and cancellations, and prescription-refill requests at the point of the phone call.

​In this session, Rainier Pantaleon (Lowell CHC) shares what thirteen months of live calls actually show. He’ll walk the Epic integration end to end, what didn’t go smoothly, and the operational lessons of running AI in a live safety-net patient-access environment.

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Speakers

​Rainier Pantaleon

​Rainier Pantaleon is the Manager of Patient Service at Lowell Community Health Center (LCHC), a federally qualified health center serving Greater Lowell, Massachusetts since 1970. He oversees scheduling, patient verification, and phone-based access to care, and has led LCHC’s frontline rollout of an AI voice agent integrated with the health center’s Epic system — from workflow scoping through Epic build, testing, and go-live. He regularly briefs LCHC leadership on the initiative’s operational impact.

Brian Herrick, MD

Brian Herrick, MD is Chief Medical Officer at Attuned Intelligence, leading clinical strategy for the company’s AI voice platform for patient access. A practicing family physician, he spent roughly a decade as a health-system Chief Medical Information Officer and then Chief Information Officer, most recently at Cambridge Health Alliance, before joining Attuned. He works directly with community health centers and health systems — including Lowell — to deploy Epic-integrated voice AI for scheduling, refills, and patient triage.

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