Combatting Rising Patient Call Volume with an AI Contact Center Solution

Managing high patient call volumes while maintaining the highest standard of care can be a daunting task for medical practices. First Choice Neurology, Florida’s largest and most prominent neurology center, witnessed a significant rise in the number of patient calls.

As call volumes increased, the practice needed a better way to manage patient calls. A 2021 article in Future Healthcare Journal, Artificial intelligence in healthcare: transforming the practice of medicine, discusses AI’s potential to address key healthcare challenges.

Enter healow Genie, an innovative, EHR-agnostic, AI-powered contact center solution designed to transform patient engagement.

What does healow Genie offer?

healow Genie offers patients 24/7 access to vital health information via voice call, text, or chatbot. This intelligent AI agent helps patients schedule appointments, pay bills, request referrals, or medication refills, ensuring each call is answered immediately with zero waiting time.

Integrating healow Genie: Real-World Impact

“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, who noted that the practice received approximately 35,000 calls per month in 2024.

healow Genie is set to transform patient engagement strategy at First Choice Neurology. With 63 locations across Florida, the center’s ability to manage a high volume of patient calls efficiently is crucial.

What makes Genie a superior option?

healow Genie not only addresses rising patient call volumed, but also enhances overall patient satisfaction, reduces administrative burdens, and ensures seamless operations, even in the face of natural disasters. Genie’s multilingual capabilities make it an inclusive and accessible tool, accommodating a diverse patient base.

 “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,” Rocha said.

Benefits of healow Genie for the Neurology Practice

• Enhanced patient satisfaction: With 24/7 accessibility and immediate response time, patients experience a higher level of satisfaction. There is no more waiting on hold; patients’ needs are promptly addressed.
• Reduced administrative burdens: By handling routine inquiries and tasks, Genie allows medical staff to focus on in-clinic patients and high-priority tasks, significantly reducing their administrative workload.
• Operational cost savings: Reducing the need for additional staff and overtime work, Genie helps lower overall operational costs.
• Seamless operations during emergencies: Florida’s susceptibility to hurricanes and natural disasters makes a remote, centralized solution like Genie particularly advantageous, ensuring uninterrupted operations during challenging times.

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Ready to Transform Your Patient Engagement Strategy?

For medical practices facing similar challenges, healow Genie offers a scalable and efficient solution to enhance patient engagement and streamline operations. As First Choice Neurology leads the way, other healthcare providers can take inspiration from their innovative approach to managing rising patient call volumes.

Discover how healow Genie can revolutionize your practice.

To learn more visit https://genie.healow.com/.