Hope Family Care Center Cuts After-Hours Call Burden by 90 Percent

Hope Family Care Center serves a highly underserved community in Kansas City, Mo. The center offers comprehensive, low-cost medical, preventive, and social support services for patients of all ages. Committed to whole-person wellness, HFFC empowers individuals and families to improve their health and thrive.

HFFC for years had been relying on a traditional call center, which answered and routed calls to the office, creating additional work for staff and delaying patient responses. With a small care team supporting a patient population of more than 3,000 individuals, the organization needed a more sustainable, patient-centered approach.

Earlier this year, it deployed the eClinicalWorks' healow Genie contact center solution, which is designed to enhance patient engagement by providing patients 24/7 access to vital health information via voice call, text, or chatbot. It offers a comprehensive suite of features, including patient self-service, intelligent assistant, automated after-hours service, and conversational smart campaigns.

healow Genie resolves patient inquiries in real time, eliminating back-office workload. Patients can now schedule appointments, request refills, and get answers in real time without waiting on hold or navigating transportation barriers to access care.

Today, HFFC manages 90 percent of its after-hour calls with healow Genie, helping reduce administrative burden by 60 percent, cut costs, improve staff retention, and enhance quality measures.

"We were recently recognized as one of the top medical clinics in our area, despite operating in a care desert where patients face significant barriers to healthcare," said Ericka Saielli, CEO of Hope Family Care Center, in a statement. "With limited resources and more than 30 vendors, we needed a unified, sustainable solution. eClinicalWorks streamlined our operations and helped us take control of the future of our practice.

"In a matter of months, healow Genie transformed our performance, managing about 90 percent of after-hours calls, improving staff retention from 21 percent to 100 percent, boosting patient satisfaction, and helping us meet seven key quality measures," Saielli continued. "I was blown away. Our medical director was able to enjoy his vacation for the first time in years because healow Genie was handling after-hours calls. It delivered exactly what we needed: better outcomes, stronger operations, and a meaningful return on investment. Most importantly, patients are now leaving positive reviews."

"Organizations like Hope Family Care Center demonstrate how AI technology can be a force-multiplier in communities with the greatest need," said Girish Navani, CEO and co-founder of eClinicalWorks, in a statement. "The AI contact center helps practices do more with less, automating routine tasks, improving access, and supporting better quality outcomes."

The Payoff:

Since deploying healow Genie earlier this year, HFFC has witnessed immediate and meaningful results, including the following:

• 90 percent reduction in after-hours call burden;
• 60 percent reduction in administrative burden;
• Staff retention increased from 21 percent to 100 percent;
• Seven key quality measures achieved within six months; and
• Replaced more than 30 external vendors with one unified platform.