Some people call their doctor and just want to talk to a human being. They crave that human touch and don’t believe a machine can provide as good an experience as a person can. Others call their doctor and are perfectly happy to deal with an automated attendant. They love the speed, and efficiency of AI and have no need to speak with anyone.
What’s a medical practice to do? Doctors and administrators are obviously eager to satisfy their patients and often find themselves torn between using human or AI agents. Humans are great but get tired and can make mistakes. AI seems flawless but can feel impersonal and just isn’t the same as a human.
There is a solution: Enter healow Genie
What if you could have both? Well, you can. We call it healow Genie.
The healow Genie AI-powered medical office answering service combines the best of AI and human intelligence to provide a comprehensive way to keep your patients connected to the resources and caregivers they need around the clock.
healow Genie starts with AI Agent
When a patient calls your practice, healow Genie answers their call instantly, with no delay or on-hold time. Genie can provide information about hours and locations, help patients manage their appointments, allow patients to pay their copayments and balances, and even request medication refills and referrals.
An intelligent assistant that seems almost human
Behind the curtain, Genie is backed by machine learning, data science, and human beings who understand that what matters most in healthcare is connecting patients and providers. Routine calls are easy enough, but some are more complicated or require a human touch. Genie is ready and able to escalate such calls to a human agent who can help the patient with whatever they need, including being connected to an on-call provider or have their doctor call them back.
It may be after hours, but Genie never sleeps
Many call center solutions tout the virtues of having human beings answer every call. That may be fine for some calls, but human agents who are not connected to the practice may be unable to provide the personalized help patients need. Even with the best intentions, many call center staff who handle after-hours calls are simply not familiar with your patients.
healow Genie’s automated after-hours service is available around the clock to connect your patients to qualified medical providers and has access to your patients’ records. Genie makes those records available to human agents and on-call providers, ensuring that your patients receive the personalized attention they need and deserve.
Genie is smart, outgoing, and engaging
Many medical practices need to do more than field calls — they want to conduct outreach to patients for a variety of reasons, whether simple appointment reminders or sustained campaigns that target patients to improve compliance with screenings or annual well visits.
Genie specializes in two-way communication — a feature we call Conversational Smart Campaigns. Your practice decides which patients you need to reach, and Genie’s automated outreach does the rest, quickly and efficiently generating outgoing calls to strengthen Patient Engagement. That can mean higher compliance and better medical outcomes.
Genie even predicts the future — sort of
healow Genie is great for in-the-moment engagement, but what about the near future? Every practice faces a dilemma when it comes to patients who don’t show up for appointments. No-shows mean lost revenue for the practice and less care for patients, meaning that necessary interventions might not take place and medical problems could be missed. After all, no practice can treat a patient who doesn’t show up.
To address the challenges of no-shows, Genie incorporates the healow no-show prediction model, which estimates the likelihood that a given appointment will be kept. It can generate reports that show which slots have a high probability of going unfilled. With that information, practices can proactively reach out to patients scheduled during those slots.
The results? Fuller schedules, more revenue, and more care for those in need.
The convergence of AI and human intelligence
With an AI-powered option such as healow Genie on offer, it might be hard to understand why any practice would hesitate to adopt it. But the reasons are easy enough to identify: Many people simply feel more comfortable and familiar interacting with human agents. They recognize the power and utility of AI but remain hesitant.
That’s why healow Genie has been developed through what we call responsible AI. Our developers and advisors — including medical professionals — share the same concerns that patients have for high-quality care delivered quickly and reliably. That’s why Genie works with human agents. Practices remain in full control of the technology. healow Genie doesn’t replace anyone but simply eases the burden on front-office personnel, making it possible for them to spend more time on the challenges and problems that only humans can solve.
As AI improves, the gap between human and AI agents will continue to narrow. The day may come when a caller cannot easily tell whether the voice on the other end of the line is human or AI.
As Christopher Summerfield writes in his recent book These Strange New Minds: “The era we have just entered — where AI can speak, both to us and to each other — is a watershed moment, as important for human history as the invention of writing, the printing press or the internet.”
healow Genie is part of that watershed moment. Working with our customers, we intend to see that it plays as important and beneficial a role as any of the landmark inventions that have come before.
Click here to learn more about healow Genie and arrange for a free demo.
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