eClinicalWorks and healow Genie Help 52-Provider Orthopedic Practice Cut Down Abandoned Calls Rate by Over 50%
eClinicalWorks and healow Genie Help 52-Provider Orthopedic Practice Cut Down Abandoned Calls Rate by Over 50%
healow Genie streamlines Pinnacle Orthopaedics call center operations, reduces staff workload, and enhances patient engagement with an AI-powered solution
Pinnacle Orthopaedics fields roughly 15,000 patient calls a month across five Atlanta-area locations, and hold times were pushing the practice's call abandonment rate past 9%. Within weeks of going live with healow Genie™, the AI-powered contact center solution had handled more than 2,000 calls and reduced the call abandonment rate by more than half. healow Genie now takes about 30% of incoming calls, including prescription refill requests routed straight to the physician team. Donna Fisher, Vice President of Market Operations, explains what changed for patients and for the call center staff, who now focus on scheduling.
WESTBOROUGH, Mass.--(BUSINESS WIRE)--eClinicalWorks®, one of the leading ambulatory cloud EHRs, today announces that Pinnacle Orthopaedics & Sports Medicine Specialists, a renowned orthopedic practice based in Marietta, GA, has been using healow GenieTM, an AI-powered call center solution to improve operational efficiency, enhance patient engagement, and streamline care for its 80,000 annual patients. The practice manages up to 15,000 calls each month. healow Genie has addressed these challenges and transformed the way they manage patient interactions.
“healow Genie has helped us cut down our abandoned call rate by over 50%"
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“healow Genie has helped us cut down our abandoned call rate by over 50%, and nearly 2,000 calls were handled by the AI assistant in the first few weeks,” says Donna Fisher, VP of market operations at Pinnacle Orthopaedics. “By automating routine tasks such as prescription refills and patient inquiries, Genie has enabled call center agents to focus on more complex tasks and provide personalized support. Previously, patients often left voicemails or faced long wait times, leading to frustration and inefficiency. With healow Genie, calls are handled in real time, so patients get timely responses while staff benefits from detailed activity logs that help with follow-up care.”
Pinnacle Orthopaedics is a multi-specialty orthopedic practice providing comprehensive care and is dedicated to leveraging innovative technology to deliver compassionate, high-quality care. Genie has streamlined workflows, enabled staff to focus on more complex tasks, and improved the overall patient experience. The practice continues to explore new ways to enhance efficiency and deliver high-quality, compassionate care through cutting-edge technology. The AI call center has helped the practice avoid the cost of hiring two additional full-time employees while supporting continued growth.
“healow Genie is designed to empower healthcare providers with innovative, AI-driven technology that enhances both operational efficiency and the quality of patient care,” said Girish Navani, CEO and co-founder of eClinicalWorks. “By addressing real-world challenges like high call volumes and staff workload, Genie enables practices to streamline workflows, improve patient satisfaction, and focus on delivering exceptional care to their patients.”
To learn more about Pinnacle Orthopaedics & Sports Medicine Specialists’ story, watch this video.
About Pinnacle Orthopaedics and Sports Medicine Specialists
Based in Marietta, GA, Pinnacle Orthopaedics has been providing trusted orthopedic care since the 1960s. With a team of 52 providers, the practice specializes in joint, spine, hand, and other orthopedic conditions, serving nearly 80,000 patients annually. Pinnacle Orthopaedics is dedicated to leveraging innovative technology to deliver compassionate, high-quality care. For more information, visit www.pinnacle-ortho.com.
About healow Genie
healow GenieTM is a revolutionary, EHR-agnostic, AI-powered contact center solution designed to enhance patient engagement with 24/7 access to vital health information via voice call, text, or chatbot. It offers a comprehensive suite of features, including patient self-service, an intelligent assistant, automated after-hours service, and conversational smart campaigns. This innovative solution improves patient satisfaction, reduces the administrative burden on staff, and lowers overall operational costs for healthcare practices. For more information, visit www.genie.healow.com.
About eClinicalWorks
eClinicalWorks was founded in 1999 to help digitize paper charts for ambulatory practices. Today, eClinicalWorks leads the nation in innovation, offering cloud-based solutions for Electronic Health Records and Practice Management. The company supports ambulatory practices, specialists, health centers, urgent care facilities, and hospital systems to manage their revenue cycle, patient relationships, and Population Health initiatives. A large network of over 180,000 providers and nearly 1 million medical professionals rely upon the power and scalability of the eCW Cloud for its flexible clinical documentation, better front-office workflows, and more efficient billing driven by Robotic Process Automation. By combining innovation, leading-edge technology, and showcasing a strong commitment to patient safety, eClinicalWorks empowers practices to grow and thrive amid the 21st-century challenges in healthcare. For more information, visit www.eclinicalworks.com, follow eClinicalWorks on LinkedIn, Facebook, and X/Twitter, or call (866) 888-6929.
Contacts
eClinicalWorks
Bhakti Shah
508-330-6935
bhakti.Shah@eclinicalworks.com
