Sales: 508-836-2700
Results
- Elevated Efficiency: By shortening wait times and refining call routing, the practice achieves higher levels of operational efficiency, enabling staff to handle more inquiries with ease.
- Superior Patient Experience: Patients receive personalized attention and feel genuinely heard, resulting in greater satisfaction and trust in the practice.
- Stronger Emphasis on Patient Care: Streamlined call center processes free up valuable time, allowing the team to concentrate on practice expansion, improve service and deliver patient-focused care.
“”With healow Genie, we can serve our patients around the clock, which is especially important given the large volume of calls we receive during peak times. Rather than simply adding more people to our contact center, we’re looking into how Genie can handle routine calls that don’t necessarily require a live person.”
– Jose Rocha, Director, Corporate Business Office, First Choice Neurology
Problem
The practice manages 63 locations and fields around 35,000 calls monthly, stretching their current contact center’s capabilities. Patients often encounter longer wait times and inconsistent service, particularly during peak call hours. Additionally, expanding to new locations is challenging because it requires adding more staff, which increases operational costs. Language barriers also pose an issue, as the practice caters to Spanish, Creole, and French speakers without comprehensive multilingual support.
Solution
By integrating healow Genie, the practice can offer a 24/7 AI-powered contact center solution through an interactive auto attendant. Routine inquiries — like appointment confirmations and basic information requests — are intelligently routed, freeing team members to handle complex calls more effectively. This technology accommodates growth by reducing reliance on overtime and allowing the practice to scale without constantly expanding staff. Furthermore, Genie’s multilingual features streamline communication with Spanish-speaking patients, improving the overall quality of care and strengthening patient satisfaction.
About Practice:
Founded in 2003 in response to South Florida’s growing need for high-quality neurology services, First Choice Neurology offers diagnostic and rehabilitative services to patients through dozens of clinics and hospitals throughout Central and Southern Florida. They specialize in the treatment of neurological diseases and disorders, including treatment of Alzheimer’s and Parkinson’s diseases, sleep disorders, stroke, dementia, epilepsy, and multiple sclerosis, with research centers, pain management, and centers for physical and occupational therapy, rehabilitation, and nutrition and wellness.
