eClinicalWorks deployed healow Genie receptionist

eClinicalWorks has been pitching healow Genie as an AI receptionist that sits inside front-office workflows rather than alongside them. On February 19, 2026, the company said the product, integrated with the eClinicalWorks electronic health record, handled 76% of total calls in the month after deployment at one practice. The system is designed to answer calls around the clock, manage routine requests and hand off more complex issues to staff or on-call providers, according to company materials. The product is also being marketed beyond eClinicalWorks users, with the company saying it can work with other EHRs and telephony tools. ### What, exactly, is healow Genie doing when a patient calls? healow Genie is described by eClinicalWorks as an AI-powered contact center and virtual medical receptionist that can answer patient questions by voice, text, chat or chatbot. Company materials say patients can use it to schedule, cancel or reschedule appointments, request prescription refills, pay bills and get basic office information without waiting for staff to pick up the phone. (eclinicalworks.com) The eClinicalWorks site says the system can route after-hours calls to on-call providers and generate transcripts and summaries for follow-up. The company also says practices can set escalation rules so live agents step in when the inquiry falls outside the tasks the software is configured to complete. ### Where has eClinicalWorks said it is already working? (eclinicalworks.com) Main Street Medical in Hilton Head, South Carolina, was featured by eClinicalWorks in a February 19, 2026 release describing live deployments. The company said practice data showed healow Genie handled 76% of total calls in the month after rollout, answered 100% of after-hours calls and contributed to a 16.5% increase in monthly appointments through automated booking. (eclinicalworks.com) Casey Bateman, office manager at Main Street Medical, said in that release that the practice receives thousands of calls a month and that healow Genie reduced administrative burden by more than 80% within the first week. Girish Navani, chief executive of eClinicalWorks, said the software was taking on tasks including scheduling, refills and after-hours calls. (eclinicalworks.com) First Choice Neurology was identified by eClinicalWorks in an April 24, 2025 blog post as another early user. The company said the neurology group’s call volume rose to 35,000 calls per month in 2024 from 24,000 in 2023, and said the practice planned to use Genie for 24/7 call handling, multilingual patient communication and routing to human agents when needed. Jose Rocha, the group’s director of the corporate business office, said the product would help the practice manage volume without adding staff. (eclinicalworks.com) ### How tightly is this tied to the EHR? eClinicalWorks says the product is fully integrated with its own EHR, and a February 19 release described the contact center as “seamlessly integrated” with the company’s record system. The company’s April 2026 blog also said the receptionist is built to address front-desk challenges inside practice workflows rather than as a standalone phone tree. (eclinicalworks.com) At the same time, eClinicalWorks says healow Genie is EHR-agnostic. Its April 2026 blog said the software can integrate with any EHR and work alongside other telephony and contact-center tools, which suggests the company is selling the product both as a native add-on for eClinicalWorks customers and as a broader front-office platform. That broader positioning is the company’s description, not an independently verified market classification. (eclinicalworks.com) ### Which front-desk jobs are being automated first? The company’s product pages and customer write-ups point to a narrow but repetitive set of tasks: appointment scheduling, reminders, refill requests, billing questions, referrals and after-hours triage. eClinicalWorks says the aim is to complete routine actions end-to-end, not just route calls into a queue for staff to finish later. (eclinicalworks.com) The April 2026 company blog said patients can also check in for visits, make copayments and settle balances through the system. The same post said high-volume routine workflows are handled without human intervention, while more complex or urgent requests are escalated based on rules set by the practice. ### Where is eClinicalWorks putting this product next? (eclinicalworks.com) The 2026 Health Center Summit site said the event had concluded and directed attendees to eClinicalWorks’ next National Conference, scheduled for October 23-25, 2026, in Nashville, Tennessee. The company’s event listings also show the conference on its calendar, with sponsor materials listing expected attendance of 4,000. (eclinicalworks.com) eClinicalWorks has continued to publish customer case studies in 2026, including an April 2 announcement about Estrella ENT that said healow Genie helped the practice reach 70% call automation. The company’s next public milestone for broader product visibility is likely to be that October conference in Nashville, where it has told attendees to register for NC26. That timing is an inference based on the company’s event schedule and recent product promotion. (events.eclinicalworks.com) (businesswire.com)