The AI-powered contact center solution helps the practice handle calls 24/7
eClinicalWorks®, one of the largest ambulatory cloud EHRs, today announced that Estrella Ear, Nose and Throat, a high-volume ENT practice managing more than 22,000 patient calls per month, has transformed its front-office operations using healow Genie™, an AI-powered contact center solution.
As practices nationwide face rising call volumes and staffing shortages, practices are turning to AI-driven technology to modernize communication workflows and reduce administrative burden. By implementing healow Genie, Estrella ENT achieved a 70% call automation rate while improving patient satisfaction and operational performance.
Prior to implementing healow Genie, 37% of patient calls were going to voicemail due to staffing constraints. Now, only 10% of calls are diverted to voicemail, enabling faster response times and a more consistent patient experience, which is especially important for its diverse patient population, 35% of whom are Spanish-speaking.
“healow Genie has transformed our practice operations,” said Michelle Rehnberg, MSHI, MBA, BSHA, Chief Officer of Operations and Finance at Estrella Ear, Nose and Throat. “By reaching 70% call automation, we’ve saved valuable time and improved patient engagement. Our call pickup rate has increased dramatically, and we can better support our Spanish-speaking population with enhanced accessibility. Automating routine administrative tasks has boosted staff productivity, saved several hours each day, and created opportunities for sustainable growth. We had some staff turnover, and since we had healow Genie implemented, we didn’t experience any operational disruptions; it absorbed the workload seamlessly.”
Estrella ENT is an Ear, Nose, and Throat specialty health center that provides comprehensive care, ranging from in-office sinus procedures to a full–service ear, nose & throat clinic for both pediatric and adult patients. By implementing healow Genie’s advanced AI-powered capabilities, the practice has effectively managed the workload, significantly reduced medication-related errors, and empowered providers to dedicate more time to delivering exceptional patient care.
The integration of AI-powered tools with the eClinicalWorks EHR has further enhanced operational efficiency. With Sunoh.ai, providers can complete documentation faster and lock their charts on the same day, significantly reducing ‘pajama time’. Additionally, healow’s check-in solutions simplify the patient intake process, creating a more frictionless patient experience.
“healow Genie was designed to address one of the most pressing challenges in healthcare today: managing high patient call volumes without further burdening staff,” said Girish Navani, CEO and cofounder of eClinicalWorks. “AI-powered tools help practices like Estrella ENT automate routine tasks to improve efficiency and enhance accessibility through multilingual support. healow Genie empowers practices to meet the evolving needs of their diverse patient populations while driving better outcomes and improved satisfaction for both patients and staff.”
Watch this video to hear more about Estrella Ear, Nose and Throat’s story.
