healow Genie AI-Powered Mental Health Contact Center
Enhancing patient communication, optimizing mental health workflows, and improving access to care with the healow Genie AI-driven contact center solution for behavioral and mental health providers.
The Challenges of Managing a Mental Health Contact Center
High Call Volumes in a Mental Health Contact Center
Mental health practices handle a large volume of patient calls related to:
- Appointment scheduling for therapy sessions, evaluations, and follow-ups
- Prescription refills
- Inquiries about treatment plans, therapy progress, or lab results
Managing Routine Inquiries with a Mental Health Contact Center
Mental health practices must efficiently manage non-urgent patient concerns, such as:
- Questions about ongoing treatment plans or therapy sessions
- Medication-related queries for psychiatric medications
- Referrals for additional counseling or services
Delays in responding to these inquiries can slow progress in treatment, increase patients’ frustrations, have a negative impact on mental health, and even lead to patients not following up for the care they need. An AI-powered contact center solution can address these concerns, helping ensure patients’ mental and behavioral health needs are addressed promptly.
Coordinating Mental Health Care Across Multiple Providers
Mental health professionals collaborate with:
- Primary care providers for overall health management
- Psychiatrists and specialists for medication management
- Therapists and counselors for ongoing mental health support
Inefficiencies in communication can delay patient treatment and care coordination, leading to delays and setbacks in patients’ treatments and even contributing to a worsening of symptoms.
How the healow Genie AI-Powered Mental Health Contact Center Enhances Patient Care
Intelligent Call Routing for Faster Access to Mental Health Care
healow Genie’s AI Agent and Intelligent Assistant functions field patient calls, provide answers to many common inquiries, and automatically direct calls requiring human interaction to the appropriate on-call medical professional.
healow reduces or eliminates hold times and ensures patients are connected to the right department or provider promptly, helping improve their experience of care.
24/7 Virtual Support with a Mental Health Contact Center
healow Genie’s AI-powered virtual assistants:
- Schedule and manage appointments for therapy sessions and follow-ups
- Answer FAQs about mental health conditions, therapies, and treatments
- Accept prescription refill requests, submit those requests for physician review, and coordinate those requests with pharmacies
A 24/7/365 contact center solution offers your patients the timely assistance they require any time of the day or night, including when your clinic is closed.
Proactive Patient Follow-Up & Chronic Mental Health Management
Following a patient’s therapy session or psychiatric evaluation, healow Genie’s Conversational Smart Campaigns automatically sends your patients reminders for the appropriate follow-up care they need.
healow Genie can be used for outreach and monitoring of patients with chronic conditions such as depression, anxiety, or ADHD.
Key Features of Our AI-Powered Mental Health Contact Center
Routine Call Routing
The healow Genie AI-powered contact center solution answers patients’ calls instantly, and the Intelligent Assistant automatically routes calls to the appropriate on-call provider.
Appointment & Follow-Up Scheduling Automation
healow Genie handles booking for therapy sessions, consultations, and follow-up visits.
healow Genie’s automatic reminders help reduce no-shows and missed appointments, improving patients’ continuity of care.
Benefits of an AI-Powered Mental Health Contact Center
Increased Efficiency for Mental Health Staff
AI automation eliminates call waiting and on-hold times, ensuring every call is answered instantly. healow Genie can answer many routine questions and requests for information, including managing appointments.
Enhanced Patient Experience & Engagement
Faster call response times improve overall patient satisfaction, and AI-powered follow-up helps busy providers more closely monitor patients with ongoing mental health conditions, allowing them to provide better care and more quickly detect and act upon any problems a patient may be experiencing.
Cost Savings & Scalability for Growing Mental Health Practices
healow Genie helps reduce administrative costs by automating routine tasks and helps your behavioral health clinic make more efficient use of existing resources. Our scalable system supports growing patient volumes without your practice having to increase the workload on existing staff or add new employees.
Collecting Revenue More Quickly with healow Genie and healow Pay
healow Genie’s AI Agent allows patients to check their balances and make secure electronic payments to your practice, speeding the collection of copayments and outstanding balances, lowering your days in AR, and helping sustain your practice. And Genie can be used with healow Pay to automatically send patients payment notifications, allowing them to pay their bills by simply clicking on a secure text link.
Getting Started with an AI-Powered Mental Health Contact Center
Seamless Integration with Mental Health EHR & Systems
The healow Genie AI-powered contact center solution integrates with your existing practice software, including your EHR and any scheduling or call center solutions you may use. Genie delivers real-time patient updates and improved workflows.
Training & Ongoing AI Support for Mental Health Practices
Our experts work with your practice to provide comprehensive training for mental and behavioral health staff on healow Genie. And Genie includes continuous system updates to optimize patient interactions and enhance operational efficiency.
FAQs
How does the AI-powered mental health contact center handle appointment scheduling?
healow Genie’s AI Agent mode fields patients’ calls instantly, confirms their identity, and can then help them by confirming an appointment time or finding a new time that meets their needs. Most appointment management can be achieved via AI, leaving more time for your human staff to care for patients and do other work. And healow Genie can escalate more complex inquiries to a human being, any time of the day or night.
Can the healow Genie contact center solution integrate with my existing scheduling platform?
Yes, healow Genie is an EHR-agnostic contact center solution that can be used alongside any EHR and any other call center solution or scheduling software.
How does AI improve care coordination and follow-up care for mental health patients?
By extending access to care to patients 24/7/365, healow Genie helps ensure that your patients have access to their care providers at any time. By integrating with your EHR, Genie can access each caller’s record, so that mental health providers and on-call providers alike have access to each patient’s mental health history, helping ensure the delivery of appropriate and timely care.
Is patient data secure in an AI-powered mental health contact center?
Genie uses industry-standard encryption and security protocols. No patient data leaves the provider’s secure data cloud, which is audited against the Service Operation Controls (SOC) reporting framework by independent third-party auditors. Our cloud offering uses Microsoft® Azure® data centers that have achieved multiple certifications, including HITRUST CSF certification, one of the most widely recognized security certifications in the healthcare industry.
Contact Us to Transform Your Mental Health Contact Center
Discover how AI can improve efficiency and patient care in your mental health practice. Schedule a demo today.