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An AI Medical Receptionist That Never Misses a Call
Results
- healow Genie™ handled 77% of daytime calls, so patients reached the practice without waiting on hold.
- About 170 appointments a month landed in the patient record by integrating healow Genie with the eClinicalWorks® EHR.
- healow Genie handled 100% of after-hours calls instead of telling patients to call back in the morning.
- The front desk recovered two to three staff hours a day for the patients standing in front of them.
Rates
10/10
for patient satisfaction
Schedules
170+
appointments a month
Covers
77%
of office hours calls
Saves
2–3 hours
of staff time daily
No
hold time
during 8AM phone surge
Answers
100%
of after-hours calls
If I have to describe Genie in one word, I would say that Genie is reliable. It’s there whenever you need it. Genie is there 24/7. No breaks, no vacations, no sick time.
Joseph Osuagwu, MD,
Founder and medical director, Goodtime Family Care
Problem
Before healow Genie, a patient calling Goodtime Family Care after the office closed heard a recording telling them to call back in the morning. Patients learned to call the practice at 8 AM, leading to a heavy surge of phone traffic during the first hour after the practice opened for the day. Earlier attempts with offshore virtual receptionists and another AI answering service had not held up.
Solution
healow Genie now answers 77% of daytime calls and every call that comes in after the office closes. It schedules visits, takes medication refill requests, and routes messages to providers. Those requests land in the patient’s record by integrating healow Genie with the eClinicalWorks EHR. Patients book and ask questions in English, Spanish, Portuguese, or Mandarin without waiting for an interpreter. Dr. Osuagwu says staff are saving 2-3 hours daily.
About Practice:
Goodtime Family Care is a Maryland primary care practice founded in 1999 as Goodtime Pediatrics. Three providers care for adult and pediatric patients across two locations in the greater Baltimore area. The practice has served families in its community for more than 25 years with a mission of bringing quality medical care close to home. For more information, visit goodtimefamilycare.com.