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healow Genie: An AI-Powered Solution to Transform Patient Engagement

24 April 2025
Blog
2.5 minute read

eClinicalWorks

In healthcare, minimizing the time that patients must wait when they call your practice is critical for improving satisfaction. Longer hold times can often lead to frustration, cause patients to abandon a call, and leave them unsatisfied.

Improving patients’ experiences of care begins with improving metrics such as first-call resolution rates, lowering on-hold times, and ensuring clear communications.

A Solution to Meet Growing Demands

First Choice Neurology has experienced a sharp increase in the volume of patient calls in just one year, from 24,000 calls per month in 2023 to 35,000 per month in 2024. That surge in phone traffic underscored the practice’s need for a scalable contact center solution that could manage call volume without compromising the quality of their service.

healow Genie is an EHR-agnostic, AI-powered medical receptionist that will seamlessly integrate with the eClinicalWorks EHR. First Choice will be able to instantly answer patients’ calls, offering them 24/7 access to vital health information through voice calls, text, and chatbot interactions. And healow Genie will route calls to human agents and on-call providers as necessary.

Enhancing Patient Experience

healow Genie is designed to enhance patient satisfaction by ensuring immediate response times and zero waiting time. Patients can easily schedule appointments, pay bills, request referrals, or medication refills, all through an intuitive AI interface.

“Integrating healow Genie is like having a 24/7 attendant, reducing overtime work and enabling faster processing of important appointments. Genie’s multilingual capabilities will boost our customer service, accommodating our growing call volume without the need for additional staff, reducing overtime work, and helping us serve more patients effectively.”
–Jose Rocha, Director of the Corporate Business Office at First Choice Neurology.

Multilingual Capabilities for a Diverse Patient Base

One of the standout features of healow Genie is its multilingual capability. First Choice Neurology serves a diverse patient population, with many patients speaking Spanish, Creole, and French in addition to English. Genie’s ability to communicate effectively in multiple languages will ensure that all patients receive the same high level of service.

Reducing Administrative Burden and Operational Costs

The implementation of healow Genie is expected to alleviate the administrative burden on First Choice Neurology’s medical staff, allowing them to focus more on in-clinic patients and other high-priority tasks. By automating routine interactions and streamlining communication processes, Genie not only boosts efficiency but also reduces overall operational costs.

A Step Towards the Future

The adoption of healow Genie marks a significant step towards modernizing patient engagement strategies at First Choice Neurology. As the healthcare landscape continues to evolve, leveraging AI-powered solutions like Genie will be crucial in meeting the demands of a growing patient base while maintaining high standards of care and service.

To transform patient engagement at your practice, ensuring a seamless, efficient, and patient-centric approach, visit genie.healow.com.