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Healthcare Call Center AI

Medical call centers are meant to make life easier for healthcare practices and patients. But too often, patients are forced to listen to lengthy menu options, press a long series of keys, and endure lengthy hold times to get answers to even the simplest questions. The result? Patients can’t easily access the care they want and deserve. And practices, already short-staffed, remain overwhelmed with calls to the front desk.

healow Genie offers a better way. Our multimodal, comprehensive contact center solution unites the power of artificial intelligence with dedicated human agents to ensure patients get timely access to information, records, and healthcare providers. That means stronger patient engagement, greater satisfaction, and fewer burdens for office staff.

A top down illustration of a call center

The Power of AI in Healthcare Call Centers

Enhancing the Patient Experience

Traditional call centers are staffed by workers who may have little knowledge or understanding of your practice. Even those with personnel trained to understand the needs of your practice and patients may lack the in-depth knowledge and ready access callers expect. Artificial intelligence changes all that. A new generation of AI-powered call centers puts an end to confusing phone menus, long hold times, and answers that don’t really meet patients’ needs. Today’s practices understand that patients both expect and deserve 24/7/365 access to their appointments, records, and providers.


Streamlining Operations and Reducing Costs

AI-powered contact center software solutions automate many routine tasks that would otherwise have to be handled by practice staff. By empowering patients with intelligent self-service capabilities, they can expand patients’ access to care — helping boost compliance and promoting better medical outcomes — even as they reduce the workload on practice staff.

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healow Genie: A Comprehensive AI-Powered Solution

healow Genie fulfills AI’s potential by going far beyond what traditional medical call centers can offer. healow Genie can optimize use of limited resources, boost the productivity of front-office staff, and reduce a practice’s overall costs. Genie’s multi-specialty model empowers patients by giving them multiple ways of contacting their healthcare providers, eliminating annoying wait times, and moving medicine’s focus from paperwork and red tape to better communication and the maintenance and restoration of health.

Woman using Genie to make an appointment with her doctor

AI Agent: Instant Answers and Seamless Interactions

Genie never puts care on hold. With AI Agent, patients can get instant answers from Genie via voice, text, chat, or chatbot — everything from when your office is open to managing appointments, paying a bill, or requesting a referral or medication refill. Patients get the information they need quickly, with no delays or on-hold time.

Learn More About AI Agent

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Intelligent Assistant: The Human Touch When It Matters Most

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. Intelligent Assistant lets your practice set rules for when Genie should escalate a patient’s inquiry to a live agent. Backed by Genie’s resources, agents provide any additional help patients need, including the option of having a provider call them back.

Learn More About Intelligent Assistant

Clock in the center, Genie logo on top, gears and document icon on the right, question maker icon on the left and telephone icon on the bottom

Automated After-Hours Service: Round-the-Clock Care

Automated After-Hours Service is available 24/7 to connect your patients to qualified medical providers — nights, weekends, during lunch hours, or even on a day when your office is particularly busy. Whether it’s a middle-of-the-night call about a sick child, a question on medication dosage, or a patient unsure whether they should seek immediate medical attention, Genie routes calls to designated on-call providers, who can provide the answers and peace of mind patients need.

Learn More About Automated After-Hours Service

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Conversational Smart Campaigns: Proactive Patient Engagement

Genie has a natural and outgoing personality that isn’t limited to one-way intake. Genie specializes in two-way communication — a feature we call Conversational Smart Campaigns. Genie generates outgoing calls and campaigns that engage patients in natural-language conversations. Your practice decides which patients you need to reach, and Genie’s automated outreach does the rest, quickly and efficiently. That can lead to higher compliance and better outcomes.

Learn More About Conversational Smart Campaigns

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No-Show Prediction: Optimizing Appointment Management

Genie’s No-Show Prediction estimates the likelihood each appointment will be kept, generates intervention calls for patients with a high probability to no-show, and can make open slots available to patients on a waitlist or accommodate those who call with last-minute requests. Seeing even one or two additional patients per day can improve your show rates and help recover thousands of dollars in annual revenue for your practice.

Learn More About No-Show Prediction

The healow Genie Advantage

Seamless Integration with Existing Systems

healow Genie can be integrated with any EHR. And Genie can be used alongside any other phone systems a practice may be using for fielding patient calls. With Genie, agents designated by your practice have full access to the records and resources they need to answer patients’ questions, handle medication refill and referral requests, and connect patients to the healthcare professionals best able to help them. And healow Genie captures the details of after-hours calls, ensuring that primary care providers have the information they need for prompt and effective follow-up care.

A top down Illustration of multiple devices to represent the seamless integration of healow Genie

Customizable and Scalable Solutions

healow Genie’s flexible design and AI resources make it the perfect solution for healthcare organizations of every size and specialty. healow Genie offers customization options and scalability that can accommodate increases in patient volume and the changing requirements that practices face as they grow.

A top down view of scales, arrows, and graphs representing the customizability and scalability of healow Genie

FAQs

Is Genie available 24 hours a day?

Yes, Genie never sleeps! It is available to patients 24/7/365 to answer their questions and connect them to human agents, records, and providers as needed, including on-call medical providers when their doctor’s office is closed. 

Genie uses natural-language processing and advanced AI algorithms to interpret and respond to patients’ queries based on what information practices want it to provide. Genie examines the patient’s record for pertinent information to offer the patient and does so with 100% accuracy. For more complex questions or those that seek information beyond what Genie can access, it will escalate the patient’s inquiry to a human agent. 

Genie is providing the information to patients in a fully secure fashion. No patient data leaves the provider’s secure data cloud. which is audited against the Service Operation Controls (SOC) reporting framework by independent third-party auditors. The audit for our cloud services covers controls for data security, availability, processing integrity, and confidentiality as applicable to in-scope trust principles for each service. 

Our cloud offering uses Microsoft Azure data centers that have achieved SOC1 Type II, SOC 2 Type II, and SOC 3 reports. In addition, Microsoft Azure has achieved HITRUST CSF certification, one of the most widely recognized security certifications in the healthcare industry.  

healow Genie will debut by integrating with the eClinicalWorks EHR but will soon be available for use with other leading EHRs. 

We have designed this product to integrate with many different telephony systems. Just drop us a note and our team will get to work on it.