Improving Patient Access: How healow Genie Reduced Call Volume by 70%
Results
- Leveraged healow Genie to achieve 70% call automation, significantly improving front office efficiency amid high patient demand.
- Improved patient access and responsiveness by increasing the call pickup rate from 63% to 90%.
- Enhanced patient engagement through multilingual support, providing better access for their 35% Spanish-speaking population.
Estrella Ear, Nose and Throat, a high-volume practice, struggled with managing over 22,000 monthly patient calls, leading to staff burnout, a low 63% call pickup rate, and challenges supporting their 35% Spanish-speaking population amidst staffing shortages. To resolve this, the practice implemented healow Genie, an AI-powered contact center solution. By automating routine tasks like medication requests, referrals, and billing inquiries, healow Genie handled 70% of inbound calls and boosted the pickup rate to nearly 90%. The AI seamlessly translated and processed data, significantly reducing demographic and medication errors, improving staff morale, and enabling providers to finish their charting and leave work on time.