Sales: 508-836-2700
Results
- 24/7 patient support with accurate responses
- Improved patient satisfaction and experiences
- Elimination of language barriers with multilingual assistance
- Streamlined call management and reduced call wait times
“I would venture to say that hundreds of calls come in daily — our phones ring nonstop for scheduling, billing, and medical assistance. We’re really looking forward to using healow Genie because it will provide 24/7 assistance to our patients, allowing their needs to be addressed immediately instead of having to wait for a staff member to call back.”
– Carol Garrison, Clinic Manager, Main Street Medical Clinic
Problem
Main Street Medical Clinic regularly experiences several operational challenges that affect both patient satisfaction and staff efficiency. With hundreds of daily calls pouring in for scheduling, billing, and medical assistance, the phones are constantly ringing, leading to long wait times and frequent call-backs. This high call volume often overwhelms the staff, making it hard to deliver timely responses and personalized care. Additionally, managing communication across multiple office locations and supporting inpatients adds another layer of complexity. Language barriers further frustrate patients seeking immediate help, while after-hours providers are burdened with non-urgent calls that could have been addressed during business hours.
Solution
To address these issues, Main Street Medical Clinic will be implementing the AI-powered contact center solution, healow® Genie. This advanced medical answering service delivers 24/7 assistance, ensuring that patient inquiries are handled immediately, regardless of the time of day. With multilingual capabilities, healow Genie breaks down communication barriers, allowing patients to speak in their preferred language and making healthcare more accessible. By automating responses to non-urgent matters, the practice will reduce after-hours disruptions for providers and improve operational efficiency. The AI contact center solution will also streamline workflows, enabling staff to focus more on in-person care and complex tasks while maintaining high-quality patient communication.
About Practice:
At Main Street Medical Clinic, a team of eight providers and a dozen support staff provide high-quality treatment for all areas of internal medicine, including urgent care services and wellness physicals. Founded in 2007 by Dr. Abbas Jafri, Main Street Medical Clinic now offers services in The Woodlands and Huntsville, Texas. Both locations offer services in English and Spanish. By partnering with local hospitals and care facilities, the clinic is able to provide high-efficiency health services and the best low-cost care to all patients.
