What You Should Know:
– First Choice Neurology, the largest neurology center in Florida, has partnered with eClinicalWorks® to implement healow® Genie, an AI-powered contact center solution.
– The strategic move aims to enhance patient engagement and streamline operations by providing 24/7 access to vital health information and automating routine tasks.
AI-Powered Contact Center Solution to Improve Access to Care
healow Genie is the first EHR-agnostic, AI-powered contact center solution designed specifically for healthcare organizations.With 63 locations across Florida, First Choice Neurology has experienced a significant increase in patient call volume, rising from 24,000 calls per month in 2023 to 35,000 calls per month in 2024. This surge in demand has placed an increased burden on their administrative staff.
healow Genie addresses this challenge by providing an intelligent assistant that can handle a wide range of patient inquiries, including:
- Appointment scheduling: Patients can schedule appointments quickly and easily through the AI-powered assistant.
- Bill payment: Genie facilitates secure and convenient bill payments.
- Referral requests: Patients can request referrals to specialists through the platform.
- Medication refills: Genie streamlines the process of requesting medication refills.
“Integrating healow Genie is like having a 24/7 attendant, reducing overtime work and enabling faster processing of important appointments,” said Jose Rocha, the director of the corporate business office at First Choice Neurology. “In 2024, we received about 35,000 patient calls per month. Genie’s multilingual capabilities will boost our customer service, accommodating our growing call volume without the need for additional staff, reducing overtime work, and helping us serve more patients effectively.”
