Managing 500+ Calls Daily Using healow Genie

Results

  • Enhance patient care by cutting down on wait times, freeing up staff for key tasks, meeting diverse patient needs, and elevating the overall experience.
  • The AI assistant integrates seamlessly with any EHR, streamlining workflows, improving communication, and optimizing staff efficiency.
  • Strengthen communication and operational performance to deliver higher patient satisfaction.
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“Having healow Genie will likely save us the equivalent of three or four full-time phone operator positions, enhance patient satisfaction, streamline staff workload, and ultimately deliver better medical care for happier patients.”
– Dragos Zanchi, MD, FCCP, FAASM, Pulmonary & Sleep of Tampa Bay

Problem

Pulmonary & Sleep of Tampa Bay faced multiple roadblocks from an overwhelming number of phone calls — exceeding 500 per day — leading to lengthy hold times and overworked staff. Handling prescription refills, scheduling appointments, and addressing patient questions quickly became a monumental task. This strain led to decreased patient satisfaction, staff burnout, and potential delays in delivering critical medical care.

Solution

By adopting healow Genie, an AI-driven contact center connected to their Electronic Health Record (EHR), the practice will streamline phone traffic and automate routine requests, such as prescription refills and appointment scheduling. Patients will receive timely responses without waiting to speak with staff, reducing frustration and increasing satisfaction. Meanwhile, the staff can refocus on in-person patient needs, effectively balancing work demands and raising the overall standard of care.

About Practice:

Pulmonary & Sleep of Tampa Bay, led by Dr. Dragos Zanchi and Dr. Rafael Martinez, is a private practice dedicated to treating patients like family. Operating in three locations, the practice provides comprehensive care for sleep disorders, pulmonary conditions, lung cancer screenings, and allergy testing, ensuring patients receive the highest standard of personalized care. They prioritize availability and strive to maintain cutting-edge technology without losing the human touch.