Results
- Partnered with eClinicalWorks and healow Genie™ to achieve 70% call automation and improve front office efficiency
- Increased call pickup rate from 63% to 89%, improving access to care for patients calling the practice.
- Provided multilingual support to diverse patient population, 35% of whom are native Spanish speakers.
“healow Genie has transformed our front office operations, helping us save over $100,000 while optimizing our staffing model. Today, more than 90% of our calls are handled automatically, giving our team more time to focus on patients.”
– Michelle Rehnberg, Chief Officer of Operations and Finance, Estrella Ear, Nose, and Throat.
Problem
Estrella Ear, Nose, and Throat, a high-volume practice, struggled to manage 22,000 patient calls per month. This overwhelming volume was overbearing for the staff, leading to a call pickup rate of only 63%. The administrative burden made it difficult to provide a consistent patient experience, especially for their diverse population, where 35% of patients are Spanish-speaking. Additionally, the practice faced staffing shortages, needing a way to maintain operational continuity after five staff members left the organization.
Solution
The practice implemented healow Genie, an AI-powered contact center solution, which fielded 70% of incoming calls and automatically handled routine tasks such as medication refill requests, referrals requests, and billing inquiries. This allowed the staff to focus on more meaningful work and improved the call pickup rate to nearly 89%. Because healow Genie seamlessly translated and input data into the system, the practice saw a significant reduction in demographic and medication errors, improving overall morale and allowing providers to finish their charting and leave work on time.
About Practice:
Founded in 2017 and with locations in Goodyear and Sun City West, Arizona, Estrella Ear, Nose, and Throat, P.C. is a leading ENT practice dedicated to providing comprehensive care for a wide range of conditions. Their medical expertise spans from routine in-office procedures to complex head and neck surgeries, with specialized services in sinus surgery, audiology, and allergy testing. Committed to innovation and patient engagement, the practice serves a diverse patient population, 35% of whom are native Spanish speakers, by combining advanced medical expertise with compassionate care to address each patient’s unique needs.
