eClinicalWorks and healow Genie to Enhance Patient Experience for Largest Neurology Practice
eClinicalWorks®, the largest ambulatory cloud EHR provider, has announced that First Choice Neurology, Florida’s largest neurology practice with 63 locations, will implement the AI-powered, EHR-agnostic contact center solution, healow® Genie, to enhance patient engagement. Healow Genie enables 24/7 access to essential health information via voice calls, text, or chatbots, improving patient experience and communication. With a sharp increase in patient calls—from 24,000 per month in 2023 to 35,000 per month in 2024—First Choice Neurology needed a more efficient contact center solution. Healow Genie will ease the growing administrative burden, allowing staff to focus on in-clinic patients and other critical tasks.
First Choice Neurology, Florida’s largest private neurology practice, has integrated healow® Genie, an AI-powered, multilingual contact center solution from eClinicalWorks, to enhance patient engagement and streamline operations. With 63 locations across the state, First Choice Neurology has seen a substantial increase in patient calls, rising from 24,000 per month in 2023 to 35,000 per month in 2024. To handle this growing volume without adding additional staff or overtime, the practice turned to healow Genie, which is designed to reduce administrative burdens and improve patient care efficiency.
Jose Rocha, the director of the corporate business office at First Choice Neurology, highlighted the value of the new system: “Integrating healow Genie is like having a 24/7 attendant, reducing overtime work and enabling faster processing of important appointments. In 2024, we received about 35,000 patient calls per month. Genie’s multilingual capabilities will boost our customer service, accommodate our growing call volume, reduce overtime work, and help us serve more patients effectively.”
healow Genie helps automate key administrative tasks, such as appointment scheduling, bill payments, referral requests, and medication refills. It answers patient calls instantly, eliminating waiting times and significantly improving patient satisfaction. The AI-powered assistant operates around the clock, offering a seamless experience even in challenging circumstances. In Florida, where hurricanes and natural disasters are a common occurrence, healow Genie’s centralized, remote capabilities ensure continued, uninterrupted service, which is especially valuable during emergencies.
“The integration of healow Genie signifies a transformative milestone for eClinicalWorks customers and the healthcare industry at large, tackling critical issues like physician burnout and staffing shortages head-on,” said Girish Navani, CEO and co-founder of eClinicalWorks. “healow Genie will help significantly reduce the administrative burden on healthcare staff and elevate patient satisfaction through round-the-clock service accessibility. It is a clear reflection of our dedication to harnessing technology to enhance healthcare delivery and patient experiences at practices nationwide.”
The AI assistant’s ability to manage routine administrative tasks is especially impactful as it allows healthcare providers to focus on delivering quality care. According to Sidd Shah, VP of healow, “At healow, it is our mission to transform medical practices to meet the evolving needs of patients in today’s digital world. healow Genie is set to transform the way medical practices connect with their patients, bringing the future of patient engagement to the present. By managing routine tasks like appointment scheduling and medication refills, Genie allows medical staff to focus on delivering quality care.”
In addition to providing real-time service to patients, healow Genie also offers automated after-hours services and conversational smart campaigns. This makes it a comprehensive tool that supports both patient self-service and continuous engagement. In a recent announcement at the 2024 National Conference, eClinicalWorks and healow introduced healow Genie as a solution that broadens access to healthcare information and resources, particularly in an age where patients expect digital, immediate communication with their healthcare providers.
First Choice Neurology’s adoption of healow Genie is a key step toward improving patient access to care while tackling the growing challenge of managing high call volumes and administrative tasks. The platform’s features help streamline operations and reduce operational costs, allowing the practice to allocate more time and resources toward in-clinic care, where it matters most.
About First Choice Neurology
Founded in 2004, First Choice Neurology is the largest private practice neurology group in the United States. With over 60 care centers and collaborations with more than 45 major hospitals, the organization serves communities across Florida. The team consists of over 80 adult and pediatric neurologists, along with specialists in neuroradiology, pain management, sleep medicine, and more. The organization is dedicated to delivering exceptional care, supported by a large team of healthcare professionals, including advanced practice providers, physical therapists, and occupational therapists.
By implementing healow Genie, First Choice Neurology is improving its ability to serve patients efficiently and effectively, ensuring that every patient receives the care and attention they need, without sacrificing quality.
