Alliance Spine and Pain Centers Embraces healow Genie to Streamline Patient Calls and Elevate Patient Experience

WESTBOROUGH, Mass. — May 29, 2025 — healow® Genie, the first-of-its-kind, EHR-agnostic, AI-powered contact center solution, today announced that Alliance Spine and Pain Centers selected the AI assistant to streamline the rising number of patient calls and improve the patient experience. The intelligent assistant will effectively manage a large volume of calls and swiftly escalate complex patient queries to the staff, allowing them to focus only on critical calls that require immediate attention.   

Genie can alleviate administrative burdens by automating patient calls with 24/7 access to vital health information via voice call, text, or chatbot and multilingual support.  With zero waiting time, it can significantly help enhance patient satisfaction and experience and lower overall operational costs.  

“I believe that healow Genie can help us data mine our calls,” said Cheraire Lyons, Vice President of Revenue Cycle at Alliance Spine and Pain Centers. “What I mean by that is understanding what type of calls are coming in and directing them to the right place the first time. Being able to answer those calls more efficiently allows us to speed up wait times.”  

She further added, “It will significantly help improve patient experience, knowing that they can call and talk to someone about a procedure they’re preparing to have or just getting feedback on questions related to their care, making them feel heard.” 

With 20 locations across Georgia, Alliance Spine and Pain Centers is dedicated to bringing relief to people suffering chronic pain. One of the biggest challenges it’s facing is managing the growing influx of patient calls. While the practice has two dedicated call centers, one to manage billing queries especially, the long wait time makes the patients call back or leave a voicemail. This increases the call queue, and the medical staff struggles to manage voicemails and respond to telephone encounters.   

“In today’s complex healthcare environment, cutting-edge AI technology like healow Genie can significantly improve healthcare delivery,” said Sidd Shah, VP of healow. “By managing routine administrative tasks like appointment scheduling and medication refills and routing important patient calls, Genie can significantly reduce administrative burdens on healthcare staff and transform the patient experience.” 

healow Genie offers a comprehensive suite of features, including patient self-service, an intelligent assistant, automated after-hours service, and conversational smart campaigns.  

Hear from Cheraire Lyons in this video to learn more about the practice’s story and how they expect healow Genie to transform efficiency and patient satisfaction.  

About Alliance Spine and Pain Centers 

With 20 locations across Georgia, Alliance Spine and Pain Centers is dedicated to bringing real relief to people suffering from chronic pain. Its team includes best-in-class physicians, medical professionals, and administrators. Together, they provide their patients with the best pain management treatment while leading the way to the future of pain relief. For more information, visit www.spinepains.com 

About healow Genie 

healow® Genie is a first-of-its-kind, EHR-agnostic, AI-powered contact center solution designed to enhance patient engagement by providing patients 24/7 access to vital health information via voice call, text, or chatbot. It offers a comprehensive suite of features, including patient self-service, intelligent assistant, automated after-hours service, and conversational smart campaigns. Genie improves patient satisfaction, reduces administrative burdens on staff, and lowers overall operational costs. For more information, visit genie.healow.com.