How WellNow Urgent Care Eliminated After-Hours Charting with Commure Ambient AI

1M+ notes

generated since October, more than 34,000 scribes per week

10%

in average E/M levels from Nov '25 - Feb '26 compared to the previous year.

90%

weekly active user rate

About the Organization

WellNow Urgent Care is one of the fastest-growing providers of urgent medical care, telehealth, and occupational health services in the United States, with over 180 centers across multiple states. Committed to delivering accessible, patient-centered care for non-life-threatening injuries and illnesses, WellNow operates seven days a week with no appointment required, and holds accreditation from the Urgent Care Association, a distinction earned by fewer than 10% of urgent care facilities nationwide.

TABLE OF CONTENTS

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TABLE OF CONTENTS 

Executive Summary

WellNow Urgent Care deployed Commure Ambient AI across 600+ providers—and within four months, 90% of notes are generated with the tool, E/M acuity levels have risen by 0.08, and providers are finishing 12-hour shifts with their charts done.

After outgrowing in-person scribes and an earlier ambient vendor, WellNow chose Commure, and the results go well beyond cleaner notes: every 0.01 improvement in average E/M Acuity Level represents an estimated $500,000 in additional annual revenue.

before
before
Documentation Method
Primary use of Dragon dictation and legacy AI-scribe vendors.
Seamless Ambient AI; real-time charting via iOS devices.
Note Quality
Variable; leadership noted some providers' previous notes were of low quality.
+0.10 E/M Acuity: .08 improvement in E/M acuity levels due to more complete documentation, stronger medical decision-making detail.
Provider Efficiency
Documentation often extended beyond clinical hours, adding to workload.
Notes Done by End of Shift: providers are leaving on time with notes done, even in 12-hour shifts, seeing 45 to 50 patients.
Patient Experience
Patient flow slowed by provider charting and documentation during visits.
Faster Visits, NPS in the High 70s: faster documentation supported quicker visits and NPS in the high 70s.
Clinical Support
Providers relied on memory or manual searches for complex chief complaints.
Commure Assistant answers provider questions in real time, creates patient education, and provides instructions.

Doing your charts at home, which was our existence literally forever, leads to burnout. It leads to time away from your family and your personal time being shot. Getting to the end of an urgent care shift after seeing 45 to 50 people in a 12-hour period and realizing that your notes are done is an amazing feeling.”

Dr. Robert Biernbaum

Chief Medical Officer

Enterprise Adoption

600+ providers

onboarded since October 2025
Engaged Users

90%

onboarded since October 2025
Embedded in Practice

600+ providers

onboarded since October 2025
Efficiency at Scale

1M+ notes

generated since October, 
more than 34,000 scribes per week
E/M Acuity Growth

10% increase

in average E/M levels from Nov ‘25 – Feb ‘26 compared to the previous year.
User Satisfaction

70+ NPS

across all WellNow sites
ROI  SPOTLIGHT

According to WellNow leadership, every .01 increase in average E/M Acuity Level represents an estimated $500,000 in additional annual revenue, representing a significant multi-million dollar revenue opportunity.

Higher acuity brings about higher revenue because medicine is still paid based on our E/M levels. We're finally, in my opinion, seeing the real acuity of what we've been doing now for years.”

Dr. Robert Biernbaum

Chief Medical Officer

Executive Advocacy
Dr. Robert Biernbaum acted as a "clinical champion," personally refining note templates and leading communications to build trust.
Scalable Onboarding
A "Train the Trainer" model empowered Regional Clinical Directors to provide localized support, supported by 36 virtual training and FAQ sessions.
Pilot-Led Rollout
WellNow tested Commure with demanding pilot users, including providers who had been strong supporters of a previous vendor, then used that feedback to shape a broader rollout.