Results
- Handled 85% to 90% of inbound patient phone calls using healow Genie™
- Saved staff 2 to 4 hours a day by automating scheduling and front-office inquiries.
- Eliminated 5-10 minutes of call system complaints during patient appointments.
- Scaled seamlessly without the need for 2 additional hires.
“Patients are calling in for appointments, and healow Genie fits them right into the schedule so that our doctors don’t have empty spots when they come in the morning. The schedule is actually getting filled up by the patients who are calling.”
– Kimberly Stahl, Practice Administrator, Maryland Endocrine
Problem
Maryland Endocrine struggled with a high volume of inbound phone traffic. The office found that the front desk was one of its largest operational challenges, aside from billing, resulting in frequent patient complaints about unanswered calls and long callback delays. Patients were even using five to ten minutes of their valuable face-to-face physician appointments just to express dissatisfaction with the phone system. This administrative bottleneck strained staff and made it difficult to manage the daily influx of communications efficiently.
Solution
The practice deployed healow Genie™, an AI-powered contact center solution, to handle the surge in incoming inquiries. The AI assistant now handles 85% to 90% of daily phone calls, ensuring patients receive immediate assistance rather than waiting on hold. What this really means is that the existing staff is freed from answering routine calls, allowing them to focus on high-priority administrative tasks and in-office patient care. The solution has successfully minimized patient friction, filled open appointment slots much faster, eliminated patient complaints regarding the communication system, and optimized front-office performance growth without the need for 2 additional hires.
About Practice:
Maryland Endocrine is a specialized medical practice staffed by a dedicated team of seven experienced physicians and specialized providers. The clinical team specializes in diagnosing and treating complex hormone-related conditions, including pituitary disease, thyroid disease, diabetes, osteoporosis, calcium imbalance, men’s health, high cholesterol, and adrenal and endocrine disorders during pregnancy. For more information about their comprehensive metabolic and endocrine healthcare services, visit Maryland Endocrine.
