Westborough, Mass. — Main Street Medical Clinic in Texas has partnered with health tech firm eClinicalWorks to implement healow Genie, an AI-powered contact center system designed to improve patient communication, reduce administrative burden, and offer multilingual support.
The clinic, which provides internal medicine and primary care services, will use the technology to handle routine phone traffic such as appointment scheduling, referrals, and medication refill requests. The system includes an automated after-hours feature that connects patients with on-call providers, ensuring 24/7 access to care.
Administrators say the upgrade comes in response to persistent staffing shortages and rising patient demand. “We’ve tried other services that didn’t deliver results,” said Carol Garrison, administrator at Main Street Medical Clinic. “healow Genie gives us an efficient way to reduce missed calls and long wait times, while better serving our growing Spanish-speaking community.”
The platform’s multilingual capabilities are a key feature for the clinic, which serves a diverse population. By streamlining call handling and automating routine tasks, the system is expected to enhance patient access while lowering operational costs.
eClinicalWorks, the provider of the clinic’s electronic health records system, says healow Genie integrates directly into its cloud-based EHR platform. CEO Girish Navani noted that the tool is designed to improve patient engagement while simplifying clinic operations. “With 24/7 support and intelligent self-service tools, we’re helping healthcare providers meet the needs of today’s patient population,” he said.
The adoption of AI-driven tools like healow Genie marks a broader shift in outpatient care, where clinics are turning to automation to address labor shortages and rising patient expectations.
