The innovative AI solution will help the 128-provider pain management practice effectively manage large volumes of incoming patient calls and reduce staff burnout
eClinicalWorks, the largest ambulatory cloud EHR, announced that Alliance Spine and Pain Centers has selected the first-of-its-kind, EHR-agnostic, AI-powered contact center solution, healow Genie, to manage the rising number of incoming patient calls. The AI-powered contact center solution will effectively manage a large volume of calls and quickly provide a resolution to common patient queries like requests, refills, references, and billing questions. The AI technology will allow medical staff to focus on complex questions that require immediate attention.
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“I believe that healow Genie can help us data mine our calls,” said Cheraire Lyons, Vice President of Revenue Cycle at Alliance Spine and Pain Centers. “What I mean by that is understanding what type of calls are coming in and directing them to the right place the first time. Being able to answer those calls more efficiently allows us to speed up wait times.”
She further added, “It will significantly help improve patient experience, knowing that they can call and talk to someone about a procedure they’re preparing to have or just getting feedback on questions related to their care, making them feel heard.”
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Alliance Spine and Pain Centers has 20 locations across Georgia, and its team, which includes best-in-class physicians, medical professionals, and administrators, is dedicated to bringing relief to people suffering from chronic pain. One of its biggest challenges is managing the ever-increasing number of incoming patient calls. While the practice has two call centers, one dedicated to handling billing questions, the long wait time makes the patients call back or leave a voicemail. The medical staff often must manage voicemails or telephone encounters simultaneously.
By offering patients 24/7 access to vital health information via voice call, text, or chatbot with zero waiting time, healow Genie can significantly help enhance patient satisfaction, reduce administrative burdens on staff, and lower overall operational costs.
“By transforming the way medical practices connect with their patients, healow Genie is bringing the future of patient engagement to the present,” said Girish Navani, CEO of eClinicalWorks. “The integration with healow Genie can manage routine tasks like appointment scheduling and medication refills, allowing medical staff to focus on delivering quality care.”
healow Genie offers a comprehensive suite of features, including patient self-service, an intelligent assistant, automated after-hours service, and conversational smart campaigns.
Hear from Cheraire Lyons in this video to learn more about the practice’s story and how they expect healow Genie to improve efficiency and patient satisfaction.
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Source – businesswire
