eClinicalWorks, the largest ambulatory cloud EHR, announced that First Choice Neurology has selected the first-of-its-kind, EHR-agnostic, AI-powered contact center solution healow Genie, to improve patient engagement. The intelligent assistant offers patients 24/7 access to vital health information via voice call, text, or chatbot. With 63 locations across Florida, First Choice Neurology stands as the state’s largest and most prominent neurology center. As it has experienced a significant rise in patient calls—from 24,000 calls per month in 2023 to 35,000 calls per month in 2024—a robust contact center solution has become essential. healow Genie will alleviate the increasing administrative load on their medical staff, allowing First Choice Neurology to focus on attending to in-clinic patients and other high-priority tasks.
“Integrating healow Genie is like having a 24/7 attendant, reducing overtime work and enabling faster processing of important appointments,” said Jose Rocha, the director of the corporate business office at First Choice Neurology. “In 2024, we received about 35,000 patient calls per month. 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.”
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The AI agent helps patients schedule appointments, pay bills, and request a referral or a medication refill. It ensures each call is answered immediately with zero waiting time. healow Genie can significantly boost patient satisfaction, reduce administrative burdens on staff, and lower overall operational costs. Given Florida’s susceptibility to hurricanes and natural disasters, a remote, centralized solution like Genie that is multilingual and engages in friendly two-way communication with patients is particularly advantageous healow Genie ensures seamless operations even during challenging times.
“The integration of healow Genie signifies a transformative milestone for eClinicalWorks customers and the healthcare industry at large, tackling critical issues like physician burnout and staffing shortages head-on,” said Girish Navani, CEO and co-founder of eClinicalWorks. “healow Genie will help significantly reduce the administrative burden on healthcare staff and elevate patient satisfaction through round-the-clock service accessibility. It is a clear reflection of our dedication to harnessing technology to enhance healthcare delivery and patient experiences at practices nationwide.”
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“At healow it is our mission to transform medical practices to meet the evolving needs of patients in today’s digital world. healow Genie is set to transform the way medical practices connect with their patients, bringing the future of patient engagement to the present,” said Sidd Shah, VP of healow. “By managing routine tasks like appointment scheduling and medication refills, Genie allows medical staff to focus on delivering quality care.”
Last year, at the 2024 National Conference, eClinicalWorks and healow announced healow Genie to broaden access to healthcare information and resources. It offers a comprehensive suite of features, including patient self-service, intelligent assistant, automated after-hours service, and conversational smart campaigns.
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Source – Businesswire
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