The AI-powered contact center saves staff 2-3 hours daily and manages 100% of after-hours calls 

WESTBOROUGH, Mass. — September 24, 2026  —Goodtime Family Care, a Maryland-based family medicine practice, has successfully transformed patient communications by leveraging healow Genie™, the AI contact center solution, to support appointment scheduling, after-hours call handling, provider message routing, and patient self-service. By automating routine interactions, healow Genie has helped staff deliver high-quality patient care, scheduling more than 700 appointments and saving front-office staff an estimated two to three hours daily. 

After facing ongoing staffing shortages and unsuccessful experiences with virtual receptionists and other AI receptionist solutions, the practice sought a more integrated approach. Since implementing healow Genie, Goodtime Family Care has reported that out of more than 8,800 patient calls, the AI contact center independently handled roughly 77% of calls during business hours and 100% of after-hours calls.  

The AI contact center is helping the practice:  

• Schedule more than 700 appointments in the first four months, averaging over 170 per month.  

• Successfully manage the practice’s 8 a.m. call surge, helping reduce front-desk workload during peak hours. 

• Receive 10/10 patient sentiment scores for many self-service appointment scheduling interactions. 

• Multilingual support available in English, Spanish, Mandarin, and Portuguese.  

“healow Genie has helped us reduce the burden on our front-office staff while ensuring patients get support whenever they need it,” said Dr. Joseph Osuagwu, founder and physician at Goodtime Family Care. “Patients can schedule appointments, request medication refills, ask questions, and leave messages through the platform, giving our staff more time to focus on care.” 

Dr. Osuagwu continued. “Multilingual support, patient sentiment analysis, and conversation transcripts have improved accessibility and helped us respond faster to patient needs. We’re now saving two to three staff hours a day and have greater confidence managing both peak call volumes and after-hours requests.” 

Before implementing healow Genie, Goodtime Family Care faced ongoing staffing challenges and rising patient communication demands. Today, the practice uses conversation transcripts and patient sentiment insights to quickly identify patient needs, prioritize follow-up, and respond more efficiently, without relying on traditional voicemail workflows. The platform supports appointment scheduling, after-hours call handling, provider message routing, patient sentiment tracking, multilingual communications, and patient self-service, helping the practice improve access while reducing administrative burden. 

“Healthcare organizations are seeking innovative ways to improve patient access while reducing administrative burden,” said Sidd Shah, vice president of healow. “Goodtime Family Care’s success shows how AI can streamline communications, support patients around the clock, and create a more connected healthcare experience. By combining intelligent automation with actionable insights, such as conversation transcripts and patient sentiment analysis, healow Genie helps care teams spend more time with patients and less time managing routine phone calls.” 

About Goodtime Family Care 

Founded in 1996 as a pediatric clinic, Goodtime Family Care expanded its services to become a family care practice. They offer comprehensive primary care services to its patient community in the Baltimore area. Its mission is to foster healthy and happy families. For more information, visit www.goodtimefamilycare.com  

About healow

healow is a comprehensive, EHR-agnostic, cloud-based platform for patients, practices, payers, hospitals, and health systems. healow provides Patient Relationship Management, clinical and payer insights, and state-of-the-art interoperability solutions. The PRISMA health information search engine gathers patient records from other EHRs and helps providers focus on the most clinically relevant information at the point of care. healow’s Population Health Management tools, including Remote Patient Monitoring, provide real-time data to deepen understanding of patient populations. And healow Insights automates the bidirectional exchange of data between health plans and providers to improve scores on quality measures, help control costs and promote better medical outcomes. Learn more at plus.healow.com.     

About healow Genie

healow Genie is a first-of-its-kind, 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 works as an independent App or integrated with an EHR. 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 www.genie.healow.com.