WESTBOROUGH, Mass. — eClinicalWorks said Capital Area Health Network has improved patient access and front-office efficiency after implementing healow Genie, an AI-powered contact center solution integrated with its electronic health record system.
Capital Area Health Network, a 34-provider Federally Qualified Health Center, had been receiving about 450 patient calls per day before adopting the technology. According to eClinicalWorks, patients regularly faced wait times of 30 to 45 minutes, and the health center had spent heavily on phone system replacements without resolving the issue.
The company said healow Genie now manages about 80% of the health center’s total patient call volume, reducing wait times and helping patients get faster access to care.
“healow Genie is a game changer, and if you really engage with it, it truly simplifies your day,” said Tracy Causey, CEO of Capital Area Health Network. “We were spending hundreds of thousands of dollars trying to solve our phone issues, and nothing worked. Patients were also very frustrated with the long wait times – they were even leaving negative public reviews. The seamless EHR integration made the adoption process smooth and easy. This solution isn’t about replacing anyone—it’s about supporting our staff, improving access, and making sure our patients are heard.”
eClinicalWorks said the system answers patient calls promptly and gathers key information through structured AI prompts before transferring calls to staff when needed. The company said that process gives employees more context before they speak with patients, helping make conversations faster and more useful.
healow Genie handles routine questions, practice information, medication refill requests and appointment-related inquiries. The system also supports after-hours calls, allowing patients with routine questions to contact the practice outside normal business hours while enabling staff to focus on more complex or urgent needs during the day.
According to eClinicalWorks, Capital Area Health Network has seen increased patient appointments and more successful scheduling since adopting the system.
“The success of Capital Area Health Network proves how the right AI solution, integrated within the EHR, helps improve patient access, reduce operational costs, and empower staff rather than replacing them.” said Girish Navani, CEO and co-founder at eClinicalWorks. “By automating routine interactions, managing medication refill requests, and promptly answering patient calls, healow Genie ensures phone systems are not being clogged and enables staff to operate efficiently and confidently.”
