Fusion Health Services has achieved 100% call automation, saving approximately two hours of administrative time daily since implementing healow Genie™, the innovative AI-powered contact center solution. Before adopting healow Genie, Fusion Health Services relied on a voicemail-based workflow that required staff to review call transcripts, manually assign requests, and determine which team member should respond to each patient’s inquiry. The process created administrative burden, delayed response times, and reduced visibility into staff workloads.

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Today, healow Genie serves as the practice’s first line of communication, ensuring every patient call is answered while automatically organizing requests into actionable tasks. The platform has improved call routing, enhanced documentation, and intake accuracy and completeness.

“Between our office manager and me, we’re saving about two hours every day,” said Stephanie Carneiro, BSN, RN, practice manager at Fusion Health Services. “Before healow Genie, we spent a significant amount of time reviewing voicemails, assigning requests, and determining who should handle each patient issue. Now, calls are organized automatically, transcriptions are accurate and actionable, and routing patients to the right team member is much easier.”

The practice has also experienced improvements in patient engagement and responsiveness. Patients receive faster callbacks, and staff have seen a significant reduction in repeat calls. Instead of receiving simple callback requests, team members now receive detailed information collected during the initial patient interaction, allowing them to direct requests immediately to the appropriate staff member.

“Previously, patients often reached voicemail and would call back multiple times throughout the day,” Carneiro added. “Now, every call is answered, requests are captured more effectively, and we’re able to respond much faster. Patients have already successfully scheduled appointments using the AI-powered contact center. Additionally, patients can quickly obtain information such as upcoming appointment details without requiring direct staff involvement.”

“Fusion Health Services demonstrates how healthcare organizations can leverage AI to improve operational efficiency while maintaining a strong focus on patient care,” said Sidd Shah, Vice President of healow. “By ensuring every call is answered, healow Genie helps practices reduce administrative burdens while improving the overall patient experience.”

After evaluating the market, the practice determined that healow Genie’s combination of healthcare expertise, compliance capabilities, and affordability made it the right fit for its operational needs.

About Fusion Health Services

Founded in 2018, Fusion Health Services (FHS) is a New Hampshire-based private practice specializing in medication management for chronic pain and substance use disorders. Through patient-centered, evidence-based care, FHS is committed to expanding access to specialized treatment and supporting individuals with the resources they need to achieve better health outcomes. For more information, visit www.fhshelps.com.

About healow Genie

healow Genie is a first-of-its-kind, EHR-agnostic, AI-powered contact center solution 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. Genie improves patient satisfaction, reduces administrative burdens, and lowers overall operational costs. For more information, visit https://genie.healow.com.

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