eClinicalWorks announced that Capital Area Health Network implemented healow Genie. This advanced AI-powered contact center solution manages 80% of total patient calls. Capital Area Health Network is a 34-provider Federally Qualified Health Center. Before deploying the software, the center received approximately 450 patient calls daily. Front-office staff faced overwhelming call volumes. Patient wait times regularly reached 30-45 minutes. The center previously spent thousands of dollars replacing phone systems, but calls still failed to get through.
The deployment of this AI-powered contact center solution dramatically improved patient access. It successfully optimized front-office efficiency. Calls are now answered promptly with zero initial wait times. The system features structured prompts to gather key information upfront.
Enhancing Patient Scheduling and Support Operations
The AI-powered contact center solution will answer any queries regarding practices as well as medication refills and appointments. With these capabilities, front office staff are now free to deal with complex health issues. The software acts as a 24/7 solution. It supports after-hours calls so patients with routine queries can reach the practice after work. Consequently, Capital Area Health Network has witnessed increased patient appointments. More individuals are successfully getting on the clinic schedule.
“Healow Genie is a game changer, and if you really engage with it, it truly simplifies your day,” said Tracy Causey, CEO of Capital Area Health Network. “We were spending hundreds of thousands of dollars trying to solve our phone issues, and nothing worked. Patients were also very frustrated with the long wait times. They were even leaving negative public reviews. The seamless EHR integration made the adoption process smooth and easy. This solution isn’t about replacing anyone. It’s about supporting our staff, improving access, and making sure our patients are heard.”
“The success of Capital Area Health Network proves how the right AI solution, integrated within the EHR, helps improve patient access, reduce operational costs, and empower staff rather than replacing them,” said Girish Navani, CEO and co-founder at eClinicalWorks. “By automating routine interactions, managing medication refill requests, and promptly answering patient calls, healow Genie ensures phone systems are not being clogged and enables staff to operate efficiently and confidently.”
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News Source: Businesswire.com
