Solving Long Wait Times with healow Genie

Results

  • Streamlined Efficiency: Shorter wait times and optimized call routing drive smooth daily operations and elevate overall productivity.
  • Elevated Patient Experience: Patients feel heard and appreciated, leading to higher satisfaction and loyalty.
  • Greater Focus on Care: Efficient call center processes allow the team to prioritize practice growth and deliver top-tier service.
Cheraire Lyons Headshot

“healow Genie will have that capability to improve wait times, allowing the calls to get routed correctly, and along with improving that customer experience and not feeling like they’re not being heard.”
– Cheraire Lyons, VP of Revenue, Alliance Spine and Pain Centers

Problem

The practice is encountering several challenges in its call center operations, including long wait times, repeated voicemails, an overwhelming volume of inbound calls, and insufficient capacity to answer calls in a timely manner. This has led to patient frustration, multiple call attempts, and complaints directed toward both the front desk and executive leadership.

Solution

healow Genie will offer a solution by categorizing incoming calls and routing them to the right destination the first time. This approach aims to reduce wait times, manage call volume more effectively, and ensure patients feel heard. By streamlining these processes, staff can devote more attention to daily responsibilities and deliver a personalized patient experience.

About Practice:

Alliance Spine and Pain Centers is a premier practice committed to delivering meaningful, patient-centered pain relief through its network of more than 20 offices throughout Northern Georgia. The dedicated team of physicians, advanced practitioners, and support staff collaborates to uncover the root cause of each patient’s pain, applying minimally invasive procedures and regenerative medicine to achieve substantial, lasting relief. Fully accredited by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO), Alliance Spine and Pain Centers leverages advanced diagnostics, targeted nerve therapies, and other innovative treatments for a broad range of pain conditions, helping patients remain active and enjoy a rewarding quality of life.