The AI-powered contact center solution cuts back-office workload and allows staff to focus better on patient care 

WESTBOROUGH, Mass. — July 16, 2026 — Hope Family Care Center, an FQHC look-alike practice serving a highly underserved community in Kansas City, Missouri, is utilizing healow Genie^TM to reduce staff burdens, improve patient care quality, and staff retention. The innovative AI-powered contact center successfully manages 90% of total after-hours calls and has reduced administrative burden by 60%, allowing the practice to focus better on patient care and achieve measurable improvements in care quality – despite limited resources.  

healow Genie has greatly reduced the on-call workload, ensuring urgent issues are prioritized. This has enabled staff to focus better on one-on-one time with patients. Automated medication refill requests ensure patients get prescriptions promptly. Patients can book appointments via the AI contact center, decreasing voicemail backlogs. 

Since deploying healow Genie in early 2026, Hope Family Care Center has witnessed significant results, like:  

• 90% reduction in after-hours call burden
• 60% reduction in administrative burden
• Staff retention increased from 21% to 100%
• Seven key quality measures achieved within 6 months

“healow Genie has truly been a godsend for us,” said Ericka Saielli, CEO of Hope Family Care Center. “We operate with very limited resources, in a care desert where patients face significant barriers to healthcare, so every decision must be intentional and sustainable. In less than six months after implementing healow Genie, we achieved seven key patient quality measures. It has helped improve our staff retention from 21% to 100%. Our patients can now schedule appointments, request refills, and get answers in real time—without waiting on hold or navigating transportation barriers to access care.” 

Saielli adds, “Our Medical Director was able to enjoy his vacation for the first time in years because healow Genie was handling after-hours calls. It delivered exactly what we needed: better outcomes, stronger operations, and a meaningful return on investment.” 

Prior to implementing healow Genie, Hope Family Care Center relied on a traditional call center, which answered and routed calls to the office, creating additional work for staff and delaying patient responses. Unlike traditional call centers, healow Genie resolves patient inquiries in real time, eliminating back-office workload.  

“healow Genie was built to help organizations like Hope Family Care Center do more with less—automating routine tasks, improving access, and supporting better outcomes without replacing staff,” said Sidd Shah, Vice President of healow. “Hope’s success demonstrates how technology can empower both patients and care teams while driving real improvements in community healthcare.”  

With a small care team supporting a patient population of more than 3,000 individuals, the Hope Family Care Center needed a more sustainable, patient-centered approach. By leveraging healow Genie, they have redesigned patient journeys, enhanced clinical performance and care delivery.  

About Hope Family Care Center 

Hope Family Care Center is an Federally Qualified Health Center Look-Alike in  Kansas City, Missouri delivering accessible, high-quality care to underserved populations. The center offers comprehensive, low-cost medical, preventive, and social support services for patients of all ages. Committed to whole-person wellness, Hope empowers individuals and families to improve their health and thrive. For more information, visit www.hfcckc.org. 

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.