Almost Magic: How healow Genie Transforms the Front Office
Results
- Handled calls: 76% of total practice volume
- Scheduled visits: 16.5% additional appointments
- Processed prescription refills: 30 hours saved of staff time
- Handled after-hours calls: 100% answered
Handled
Calls
Scheduled
Visits
Processed Prescription Refills
Handled
After-hours Calls
Within the first week of implementing healow Genie, we witnessed a remarkable transformation - it has helped reduce the administrative burden on our staff by over 80%.
Casey Bateman
Practice Manager, Main Street Medical
Problem
Main Street Medical was swamped by call volume with limited staff to handle it. Voicemails piled up. Front-desk teams juggled walk-ins and constant ringing. Scribes spent valuable time transcribing refill requests and building telephone encounters. Providers came early and stayed late to clear messages. After hours, there was only voicemail, so mornings opened with a backlog. Manual refill workflows caused delays and pharmacy mix-ups. Scheduling often meant callbacks. An older patient base made phone menus and change harder to navigate.
Solution
The practice implemented healow Genieā¢ to automate high-volume call handling, prescription refills, and appointment booking. Genie verifies patient identity, reads and confirms medication lists, auto-creates telephone encounters in the EHR, and routes requests to the right provider or pharmacy. It escalates calls when needed, runs round-the-clock to capture after-hours calls, and resolves common requests on first contact, reducing voicemails. The team started with prescription refills, then expanded to appointments and broader call management, freeing staff to focus on patients in the office.
About Practice:
Main Street Medical is a Primary and Urgent Care practice located on Hilton Head Island, staffed by four dedicated providers serving a community of 1,000 patients. They offer a wide range of services, including adult care, pediatric sick care, x-rays, laboratory testing, medication assistance, drug screening, flu vaccinations, annual wellness exams, and routine physicals. Committed to treating every individual with dignity and compassion, Main Street Medical strives to deliver comprehensive medical care that supports and promotes a healthy community.