AI-powered contact center reduces administrative burden by 80% for South Carolina practice by managing everything from scheduling to prescription refills, expanding after-hours coverage, and supporting practices with secure, clinician-vetted workflows
Newly released performance data highlights how healow Genie, an AI-driven contact center fully integrated with the eClinicalWorks electronic health record system, is transforming patient communication and operational efficiency for medical practices nationwide. Designed specifically for healthcare environments, the solution manages multilingual patient calls around the clock, reducing administrative workload while supporting after-hours access and maintaining seamless alignment with existing clinical workflows.
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Practices using healow Genie report measurable improvements within the first month of implementation. Data from live deployments shows the platform handled 76 percent of total incoming calls after launch. By managing scheduling requests, prescription refills, billing questions, and other routine inquiries from start to finish, the system reduces the need for staff intervention and shortens response times for patients. It also answered all after-hours calls, eliminating voicemail backlogs and next-day callbacks. Automated appointment booking contributed to a 16.5 percent increase in monthly appointments, while prescription refill automation saved more than 30 staff hours.
Girish Navani, Chief Executive Officer of eClinicalWorks, explained that healow Genie addresses operational tasks that often slow patient access, including scheduling and after-hours communication. He noted that by handling these routine interactions, the platform enables care teams to work more efficiently while ensuring patients receive timely support.
Casey Bateman, Office Manager at Main Street Medical in Hilton Head, South Carolina, shared that the practice saw a dramatic shift within the first week of adoption. She stated that administrative workload dropped by more than 80 percent and that the system now manages the majority of monthly calls, allowing staff to focus on patient care rather than call routing.
Patients have also noticed improvements. Thomas E. Hoppin, a patient at Main Street Medical, described how the system helped him quickly update his medication history and schedule appointments without delays. Bella Johnson, another patient, said the streamlined refill process eliminated long hold times and confusion. Nicole Clegg, Nurse Practitioner at Main Street Medical, added that having 24 hour support has resolved previous patient complaints about limited phone access and has saved several hours of staff time each day.
healow Genie is built to integrate directly with electronic health record workflows, ensuring tasks remain connected to patient records. The platform supports inbound and outbound communication, incorporates clinician oversight, and operates on secure infrastructure designed for healthcare compliance. With configurable rollout options and multiple automation skills available, practices can begin with high impact functions such as scheduling and refills before expanding further.
The data suggests that healow Genie and eClinicalWorks are redefining how healthcare organizations manage patient access by improving satisfaction, reducing staff burnout, and delivering consistent month over month operational gains.
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