WESTBOROUGH, Mass. — Alliance Spine and Pain Centers, one of Georgia’s largest pain management practices, is turning to artificial intelligence to improve patient communication and reduce staff burden. The 128-provider institute has partnered with eClinicalWorks to implement healow Genie, an AI-powered, EHR-agnostic contact center solution designed to handle high call volumes and streamline routine patient inquiries.
The move comes as Alliance faces growing pressure to manage thousands of incoming calls across its 20 statewide locations. From appointment scheduling to billing inquiries and medication refills, the volume of calls has led to longer wait times, repeat calls, and increased workload for call center and medical staff. While the organization maintains two call centers, delays often result in voicemails that staff must later triage alongside patient care duties.
By deploying healow Genie, Alliance aims to automate and expedite responses to common patient questions while freeing up staff to focus on more complex or urgent cases. The system allows patients 24/7 access to key services via voice, text, or chatbot—eliminating the need to wait on hold and offering more immediate assistance.
Cheraire Lyons, Vice President of Revenue Cycle at Alliance Spine and Pain Centers, emphasized the importance of understanding patient needs in real time. “Healow Genie can help us data mine our calls—understand the types of calls coming in and route them more efficiently,” she said. “It’s a powerful tool to reduce wait times and improve patient experience, especially when patients are anxious about an upcoming procedure or have questions about their care.”
eClinicalWorks CEO Girish Navani highlighted the broader impact of the technology. “Healow Genie is transforming how medical practices connect with patients,” he said. “By managing routine interactions like scheduling or refills, the platform allows healthcare providers to focus on delivering quality care.”
The AI platform includes features such as patient self-service, an intelligent assistant, automated after-hours support, and targeted smart campaigns—tools designed to enhance engagement while reducing operational costs and administrative strain.
As Alliance seeks to stay ahead of rising patient demands, the integration of healow Genie represents a step toward modernizing healthcare communication and improving the overall patient experience.
