healow Genie Transforms Patient Communication at Capital Area Health Network, By Managing 80% of Total Call Volumes

WESTBOROUGH, Mass. — May 21, 2026 — healow GenieTM, the innovative AI-powered contact center solution, is proud to announce that Capital Area Health Network (CAHN), a 34-provider Federally Qualified Health Center (FQHC) serving the Metropolitan Richmond area, successfully utilizing the AI technology, managing an impressive 22,000 calls monthly. By adopting healow Genie, CAHN has transformed its patient call experience—reducing average wait times from 30–45 minutes and enabling the AI solution to manage approximately 80% of total patient call volume. 

Before adopting healow Genie, CAHN received nearly 450 patient calls per day, overwhelming front-office staff and creating significant access barriers for patients. Despite investing thousands of dollars in phone system upgrades, calls continued to go unanswered; long hold times persisted, and patient frustration grew—often resulting in negative public reviews. 

“healow Genie is a game changer, and if you really engage with it, it truly simplifies your day,” said Tracy Causey, CEO of Capital Area Health Network. “We were spending hundreds of thousands of dollars trying to solve our phone issues, and nothing worked. Patients were frustrated by long wait times, and our staff felt the pressure every day. healow Genie isn’t about replacing anyone—it’s about supporting our team, improving access, and making sure our patients are heard.” 

Since implementing healow Genie, CAHN has seen immediate and measurable improvements in patient satisfaction. Most incoming calls are now answered within seconds, and when a live transfer is required, wait times have dropped significantly. healow Genie’s structured, conversational AI collects key information at the start of each interaction, ensuring that when calls are routed to staff, they already have the necessary context—leading to faster resolution and more meaningful patient conversations. 

As a 24/7 solution, healow Genie also supports after-hours calls, enabling patients to access information and services outside of normal business hours. This has helped CAHN better prioritize urgent issues during the day while increasing completed appointments and keeping more patients on schedule. 

“Capital Area Health Network’s success highlights the impact of healow Genie when it’s thoughtfully implemented,” said Sidd Shah, Vice President of healow. “healow Genie handles routine patient inquiries, including practice information, appointment-related questions, and medication refill requests, allowing front-office teams to focus on more complex or urgent patient needs.” 

With healow Genie, CAHN has modernized its contact center operations, strengthened patient trust, and created a more sustainable front-office workflow—demonstrating how AI-driven patient engagement can make a meaningful difference for community health centers serving high volumes of patients. 

About Capital Area Health Network 

Capital Area Health Network has grown from a single location into a network of three medical centers, one dental center, and a mobile health unit serving the entire Metropolitan Richmond area. For over 20 years, CAHN has been offering comprehensive healthcare services including dental, family medicine, pediatrics, behavioral health, internal medicine, psychiatry, and psychology, ensuring high-quality, compassionate care for underserved communities. They also provide transportation services to patients within a 12-mile radius. For more information, visit cahealthnet.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, 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.