AI-powered contact center reduces administrative burden by 80% for South Carolina practice by managing everything from scheduling to prescription refills, expanding after-hours coverage, and supporting practices with secure, clinician-vetted workflows

New data shows healow Genie^TM, the AI-powered contact center, seamlessly integrated with the eClinicalWorks^® EHR, demonstrates significant month-to-month improvements by handling multilingual patient calls end-to-end at all hours. It is purpose-built for healthcare–reducing administrative burden, extending after-hours support, and seamlessly integrating with existing electronic health record (EHR) workflows in practices of all types and sizes.

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healow Genie Improves Front-Office Efficiency

With live deployments across the country, practice data reveals healow Genie handled 76% of total calls in the month following deployment.

“Customer feedback has reinforced how healow Genie solves a core problem,” said Girish Navani, CEO of eClinicalWorks. “By taking on the invisible work that slows down access—scheduling, refills, and after‑hours calls—it ensures patients get timely support while allowing care teams to operate more efficiently and sustainably.”

“Within the first week of implementing healow Genie, we witnessed a remarkable transformation—it has helped reduce the administrative burden on our staff by over 80%. In one word, I would say healow Genie is wonderful,” said Casey Bateman, office manager at Main Street Medical in Hilton Head, South Carolina, an eClinicalWorks practice. “We receive thousands of calls a month, and since implementing healow Genie, it’s been able to handle 76% of calls. The real-time attention offered by AI helps improve practice efficiency and address patient queries promptly.”

Two major themes emerged from practice data:

AI-powered contact centers resolve the “invisible work” requests that drain teams—and patients feel the difference

healow Genie is designed to complete routine tasks, not just route them. That includes common patient needs such as scheduling, refills, basic information requests, and billing assistance—so patients can finish what they called for.

Recent results show strong increases in completed actions within the first month of implementation, including:

• healow Genie answered 100% of after-hours calls, so the patient no longer had to leave a message and wait for a call from the office the next day.
• The automated booking capability contributed to an additional 16.5% increase in monthly appointments.
• The automated prescription refill feature saved more than 30 hours of staff time.

“It solved my problems and made updating my medication list and scheduling appointments simple,” said Thomas E. Hoppin, patient of Main Street Medical. “The first thing a doctor asks for is a medical history — prescriptions, surgical procedures, everything that’s been done over the years. I decided to call Genie and see if it would bring it up to date. Guess what? It did.”

"healow Genie has made the medical refill process more efficient, with no voicemail or holds or multiple callers, said Bella Johnson, patient at Main Street Medical. If you're calling for one reason, it will direct you to help with that issue."

“healow Genie helps save at least two hours each day, and even longer depending on how many patients we see, said Nicole Clegg, nurse practitioner at Main Street Medical. “Our number one complaint was that patients were not able to talk to someone, and now healow Genie is there 24/7. It really has made a difference in our practice, and I’m thankful for that.”

healow Genie is built for seamless integration into existing healthcare operations: integrated, clinician-vetted, and compliant

Healthcare workflows demand more than conversational AI—they require the right guardrails, reliability, and operational fit. healow Genie is purpose-built for clinical and administrative workflows, including:

• EHR-integrated workflows are designed to reduce clicks and keep work connected to the patient record. The EHR-agnostic AI contact center is tightly integrated with eClinicalWorks.
• Multidirectional support, with AI skills that support inbound and outbound workflows
• Clinician-in-the-loop design
• Well-architected infrastructure and industry certifications, supporting security, reliability, and trust.
• Configurable rollout with nine available skills, enabling teams to start with high-impact workflows (e.g., refills and scheduling) and activate additional capabilities.

Learn more / Request a demo here.

About Main Street Medical
South Carolina’s Main Street Medical is a renowned primary and urgent care practice dedicated to serving over 1,000 patients with exceptional medical services. Established 18 years ago, the practice has expanded to include four providers, offering a majority of primary care services along with a portion dedicated to urgent care. Their mission is to treat every individual with dignity and compassion, providing comprehensive medical care that promotes a healthier community. For more information, visit www.hiltonheadurgentcare.org.

About healow Genie
healow Genie^TM 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, 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 https://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 towards patient safety, eClinicalWorks empowers practices to grow and thrive amid the 21^st-century challenges in healthcare. For more information, visit www.eclinicalworks.com, follow eClinicalWorks on LinkedIn, Facebook, and X/Twitter, or call (866) 888-6929.

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“Within the first week of implementing healow Genie, we witnessed a remarkable transformation—it has helped reduce the administrative burden on our staff by over 80%,” said Casey Bateman, office manager, at Main Street Medical