Case Study: Alliance Spine and Pain Centers reduces call wait times with eClinicalWorks' healow Genie

Solving Long Wait Times with healow Genie

Alliance Spine and Pain Centers, a pain management practice with more than 20 offices across Northern Georgia, was struggling with long call-center wait times, repeated voicemails, and too many inbound calls to answer promptly. The result was patient frustration, repeated call attempts, and complaints reaching both front-desk staff and leadership. The practice looked to eClinicalWorks and its healow Genie solution to help improve the patient communication experience.

eClinicalWorks implemented healow Genie to categorize incoming calls and route them to the right destination the first time, reducing wait times and improving call handling efficiency. The solution is expected to streamline operations, optimize call routing, and allow staff to focus more on patient care. As a result, Alliance Spine and Pain Centers should see smoother daily workflows, higher patient satisfaction, and fewer complaints tied to missed or delayed calls.

Alliance Spine and Pain Centers

Cheraire Lyons

VP of Revenue