healow Genie Improves Satisfaction, Reduces Burnout, and Delivers Monthly Gains at Main Street Medical

WESTBOROUGH, MA — February 19, 2026 — healow GenieTM, the EHR-agnostic, AI-powered contact center, today announced that Main Street Medical is successfully utilizing the AI solution to manage everything from scheduling to prescription refills, expanding after-hours coverage, and supporting practices with secure, clinician-vetted workflows. Practice data reveals that healow Genie handled 76% of total calls in the month following deployment. 

“In one word, I would say healow Genie is wonderful,” said Casey Bateman, office manager at Main Street Medical in Hilton Head, South Carolina. “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%. We receive thousands of calls a month, and since implementing healow Genie, it’s been able to handle 76% of calls. The real-time attention offered by AI helps improve practice efficiency and address patient queries promptly.”  

“healow Genie helps save at least two hours each day, and even longer depending on how many patients we see, said Nicole Clegg, nurse practitioner at Main Street Medical. “Our number one complaint was that patients were not able to talk to someone, and now healow Genie is there 24/7. It really has made a difference in our practice, and I’m thankful for that.” 

From managing scheduling to prescription refills, expanding after-hours coverage to supporting the practice with secure, clinician-vetted workflows, end-to-end at all hours, the advanced AI contact center solution is not just streamlining but automating front-door operations. It can be used as an independent platform or integrated with existing electronic health record (EHR) workflows across practices of all types and sizes.  

“We’re thrilled to learn about the success Main Street Medical has achieved with healow Genie within the first month of deployment,” said Sidd Shah, VP of healow. “The goal behind healow Genie is to transform traditional contact center workflows, ensuring patients receive timely support.” 

Two major themes emerged from practice data: 

AI-powered contact centers resolve the “invisible work” requests that drain teams—and patients feel the difference 

healow Genie is designed to complete routine tasks, not just route them. That includes common patient needs such as scheduling, refills, basic information requests, and billing assistance—so patients can finish what they called for. 

Recent results show strong increases in completed actions within the first month of implementation, including:  

• healow Genie answered 100% of after-hours calls, so the patient no longer had to leave a message and wait for a call from the office the next day.  

• The automated booking capability contributed to an additional 16.5% increase in monthly appointments.  

• The automated prescription refill feature saved more than 30 hours of staff time. 

“It solved my problems and made updating my medication list and scheduling appointments simple,” said Thomas E. Hoppin, patient of Main Street Medical. “The first thing a doctor asks for is a medical history — prescriptions, surgical procedures, everything that’s been done over the years. I decided to call Genie and see if it would bring it up to date. Guess what? It did.” 

“healow Genie has made the medical refill process more efficient, with no voicemail or holds or multiple callers, said Bella Johnson, patient at Main Street Medical. If you’re calling for one reason, it will direct you to help with that issue.” 

healow Genie is built for seamless integration into existing healthcare operations: integrated, clinician-vetted, and compliant 

Healthcare workflows demand more than conversational AI—they require the right guardrails, reliability, and operational fit. healow Genie is purpose-built for clinical and administrative workflows, including: 

• EHR-integrated workflows are designed to reduce clicks and keep work connected to the patient record.  

• Multidirectional support, with AI skills that support inbound and outbound workflows 

• Clinician-in-the-loop design 

• Well-architected infrastructure and industry certifications, supporting security, reliability, and trust. 

• Configurable rollout with nine available skills, enabling teams to start with high-impact workflows (e.g., refills and scheduling) and activate additional capabilities. 

Learn more / Request a demo here. 

About Main Street Medical 

South Carolina’s Main Street Medical is a renowned primary and urgent care practice dedicated to serving over 1,000 patients with exceptional medical services. Established 18 years ago, the practice has expanded to include four providers, offering a majority of primary care services along with a portion dedicated to urgent care. Their mission is to treat every individual with dignity and compassion, providing comprehensive medical care that promotes a healthier community. For more information, visit www.hiltonheadurgentcare.org. 

About healow Genie 

healow GenieTM is a revolutionary, EHR-agnostic, AI-powered contact center solution designed to enhance patient engagement with 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. This innovative solution improves patient satisfaction, reduces the administrative burden on staff, and lowers overall operational costs for healthcare practices. For more information, visit https://genie.healow.com/.