healow Genie Provides Cost-Effective Call Center Solutions

Results

  • Provides immediate responses to patient calls, reducing wait times and hold times
  • Frees staff from constantly managing phone lines
  • Reduces the number of dropped calls and ensures faster response times for patients
  • Offers seamless Spanish-to-English summaries for better communication with patients
  • Allows the practice to handle high call volumes without losing the personal touch
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“I believe healow Genie will make our practice more efficient and cost-effective. We’re truly excited — it’s the first solution we’ve found that really addresses our needs.”
– Kimberly Stahl, Practice Administrator, Maryland Endocrine

Problem

Maryland Endocrine struggles with significant challenges in its internal call center, which consists of only five staff members. Handling hundreds of incoming patient calls is overwhelming, resulting in long wait times and missed connections as the staff cannot respond to every call simultaneously. Since each team member could be tied up for 5 to 10 minutes per patient, important messages are at risk of being delayed or overlooked. Additionally, a lack of Spanish-speaking staff creates communication barriers for Spanish-speaking patients, leading to further dissatisfaction and ineffective patient service.

Solution

The introduction of healow Genie presents a solution for the practice’s call center issues. healow Genie ensures that every patient call is answered immediately, offering instant reassurance and satisfaction to callers. This allows staff to address patient concerns more thoroughly without being tethered by time-consuming phone conversations. healow Genie will have the ability to handle languages in addition to English, helping ensure that patients who speak Spanish or other languages can communicate their needs effectively and that staff receive clear, actionable information.

About Practice:

Maryland Endocrine is a distinguished medical practice specializing in the management of diabetes, endocrine, and metabolic disorders. Conveniently located on Knoll North Drive in Columbia, Maryland, the practice is staffed by a dedicated team of seven experienced physicians. The group is renowned for delivering comprehensive outpatient consultative services exclusively to adult patients, drawing individuals from a wide geographic area who seek specialized endocrine care. With a strong commitment to patient-centered service, Maryland Endocrine combines cutting-edge clinical expertise with compassion, ensuring every patient receives personalized treatment tailored to their needs.
Website – https://marylandendocrine.com/