Healthcare industry statistics estimate that patients who dial a call center wait an average of four to five minutes to speak to someone and place between three and four calls to secure an appointment.
In our digital age, those figures should be 0 and 1. No one should have to wait even one second for their call to be answered. Booking should take one call or text.
healow Genie, the AI-powered contact center solution, is helping to fulfill those promises of our digital age.
The Growing Challenges of Traditional Medical Reception
Everyone in healthcare knows the volume of patients and phone calls continues to increase, even as it is increasingly difficult to attract and retain staff.
Every office has its superheroes, but even the best humans need time off, get sick, and make mistakes. So, unless you employ an army of superheroes, some patients wind up on hold. And some of those will simply give up. That means lost opportunities to provide care and lost revenue.
There is a solution: healow Genie, your AI medical receptionist.
What Is an AI Medical Receptionist?
An AI medical receptionist is simply software that uses AI to handle many of the routine tasks that front-office staff would otherwise have to handle. But there’s a lot more to it.
healow Genie fields calls but also allows patients to manage their appointments and request medication refills or referrals. It escalates complex queries to human agents. It handles after-hours calls. And it automatically sends appointment reminders or outreach campaigns to improve show rates.
Key Benefits of healow Genie’s AI Medical Receptionist
By handling routine tasks quickly and efficiently, healow Genie saves practices time and frees medical staff to focus on the work only humans can do, including direct patient care.
AI solutions reduce overall costs since they handle large volumes of work that must be completed but never get tired, never fall sick, and never need to take vacation time.
AI solutions help with patient retention because, by eliminating on-hold time, they help ensures patients get prompt attention, reducing the chances a caller will hang up.
With an AI receptionist on your team, human staff have more time for direct patient care, supporting physicians, chatting with patients, and handling the many issues that crop up on any given day.
The bottom line? An AI medical receptionist really is an integral part of your healthcare team, handling the routine tasks that can lead to burnout for humans and thereby helping improve your staff’s work-life balance.
24/7 Patient Access to Care and Information
Reducing wait times is important in healthcare. A 2020 study at a family medicine clinic in Southern California looked at efforts to reduce cycle time, the time from a patient’s check-in to their checkout.
Just by re-examining existing procedures and technology, the clinic reduced cycle time by 12%. If old-fashioned hard work can do that, imagine what AI might achieve in areas where it excels, such as reception and registration.
Reduced Administrative Burden on Staff
We’ve seen how healow Genie can reduce workloads for front-office staff by automating routine tasks and reducing the phone calls they must answer.
In addition, healow Genie’s no-show prediction model helps practices determine which appointments are at high risk of not being kept.
How healow Genie’s AI Medical Assistant Works
AI Agent is the first point of contact for a patient. healow Genie’s AI Agent never tires of answering questions, never loses patience, and can help patients with most of the tasks humans normally handle.
Intelligent Assistant can determine when a patient needs to speak with a provider or has a question that requires detailed interaction and escalates such calls to a human agent.
Automated After-Hours Service has you covered 24/7/365, fielding calls on nights, weekends, and holidays, connecting patients with on-call providers, and creating summaries useful for follow-up care.
Conversational Smart Campaigns ensure clear reception of outreach campaigns. You decide how and when you want to reach out to individuals or groups and healow Genie does the rest.
Testimonials
“Our team looks forward to the enhancements healow Genie will bring to our call center’s efficiency. With over a million annual patient calls, we expect that this technology will allow us to deliver an even higher level of care.” –Dr. Neal C. Patel, CEO, United Digestive
“Genie can address those routine calls that don’t necessarily need a person so the ones that do need a person are being handled more properly and more effectively.” –Jose Rocha, Director, First Choice Neurology
“healow Genie is going to be our automatic attendant that connects with the EMR and will be able to screen and give patients some answers even before speaking with a human being.” –Dr. Dragos Zanchi, Pulmonary and Sleep of Tampa Bay
Implementing healow Genie in Your Practice
Implementing healow Genie is simple. It is customizable for practices of all specialties and sizes and can be used alongside any telephony or contact center solutions your practice may use.
Our experts work with your practice to determine how many healow Genie agents or “seats” will be needed to handle your call volumes.
The Future of AI in Healthcare Reception
Artificial intelligence seems to be everywhere today, so it’s no surprise that healthcare practices have put AI to work. But precisely because the initial contact with a patient is so important, it’s vital that AI present a “human face.”
healow Genie achieves that by leveraging natural language processing to offer a personalized, conversational experience for patients. The goal is two-fold: Handle all routine tasks as well or better than humans can but be ready to hand off a caller to a human as required.
That seamless experience is what sets healow Genie apart. It can streamline appointment scheduling, provide personalized health information, and enhance patient engagement — but knows when to defer to a human agent.
Transform Your Practice with healow Genie’s Healthcare AI Medical Receptionist
Your practice can start by scheduling a free, no-obligation demo. Our experts will show you exactly how Genie works and what to expect.
Frequently Asked Questions
Is healow Genie available 24 hours a day?
Yes, healow Genie is available 24/7 to assist your practice. It answers calls, providers answers to common questions, helps patients manage appointments, processes requests for referrals and medication refills, and connects patients to on-call providers when your office is closed.
How accurate is the information healow Genie provides to patients?
Genie uses natural-language processing to interpret and respond to patients’ queries based on what information practices want it to provide. For more complex questions or those that seek information beyond what Genie can access, it will escalate the inquiry to a human agent.
Is my healthcare data secure with healow Genie?
Genie is providing the information to patients in a fully secure fashion and complies with all industry standards. No patient data leaves the provider’s secure data cloud.
How does healow Genie integrate with my existing systems?
healow Genie is fully integrated with the eClinicalWorks EHR and can be used alongside any other EHR as well as any telephony solutions a practice may be using.
AI Agent is the first point of contact for a patient. healow Genie’s AI Agent never tires of answering questions, never loses patience, and can help patients with most of the tasks humans normally handle.
Intelligent Assistant can determine when a patient needs to speak with a provider or has a question that requires detailed interaction and escalates such calls to a human agent.
Conversational Smart Campaigns ensure clear reception of outreach campaigns. You decide how and when you want to reach out to individuals or groups and healow Genie does the rest.
