eClinicalWorks®, one of the largest ambulatory cloud EHRs, today announced that Goodtime Family Care, a family medicine practice based in Maryland, is utilizing healow Genie, the AI-powered contact center solution, to improve patient communication, reduce front-desk burden, and deliver enhanced access to care.

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The practice uses healow Genie, integrated seamlessly with the eClinicalWorks EHR, to support patient needs around the clock, including appointment scheduling, after-hours call handling, provider message routing, and patient sentiment tracking.

By automating routine interactions and providing actionable insights into patient experiences, healow Genie enables staff to spend less time managing phone calls and more time delivering high-quality patient care.

Since deploying healow Genie, Goodtime Family Care has reported that:

  • healow Genie has handled more than 8,800 patient calls since adoption, managing 77% of calls received during business hours.
  • healow Genie answers 100% of after-hours calls.
  • More than 700 appointments were scheduled by healow Genie in the first four months, averaging over 170 per month.
  • healow Genie saves staff approximately two to three hours each day while helping manage peak call periods and after-hours patient inquiries.
  • The AI contact center successfully manages the practice’s 8 a.m. call surge, helping reduce front-desk workload during peak hours.
  • Practice received 10/10 patient sentiment scores across many self-service appointment-scheduling interactions.
  • Multilingual support in English, Spanish, Mandarin, and Portuguese has enhanced patient satisfaction and engagement.

“healow Genie has helped us reduce the burden on our front-office staff while ensuring patients get support whenever they need it,” said Dr. Joseph Osuagwu, founder and physician at Goodtime Family Care. “Patients can schedule appointments, request medication refills, ask questions, and leave messages through the platform, giving our staff more time to focus on care. Multilingual support, patient sentiment analysis, and conversation transcripts have improved accessibility and helped us respond faster to patient needs. We’re now saving two to three staff hours a day and have greater confidence managing both peak call volumes and after-hours requests.”

Goodtime Family Care has seen immediate, meaningful results. After facing ongoing staffing shortages and unsuccessful experiences with offshore virtual receptionists and a previous AI receptionist solution, the practice sought a more integrated approach to patient communications. Today, the practice leverages conversation transcripts and patient sentiment insights to quickly identify patient needs and respond more efficiently, without relying on traditional voicemail workflows. A key reason for selecting healow Genie was its EHR integration, which the practice viewed as a significant advantage over competing solutions.

“Healthcare organizations are looking for practical AI solutions that improve both patient access and operational efficiency,” said Girish Navani, CEO and cofounder of eClinicalWorks. “Goodtime Family Care demonstrates how AI can help practices manage thousands of patient interactions, extend support beyond business hours, and reduce administrative burden without sacrificing the patient experience.”

Learn more/ Request a demo here.

About Goodtime Family Care

Founded in 1996 as a pediatric clinic, Goodtime Family Care expanded its services to become a family care practice. The practice offers comprehensive primary care services to their patient community in the Baltimore area. Their mission is to foster healthy and happy families. For more information, visit https://goodtimefamilycare.com/.

About healow Genie

healow GenieTM is a revolutionary, EHR-agnostic, AI-powered contact center solution designed to enhance patient engagement with 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. This innovative solution improves patient satisfaction, reduces the administrative burden on staff, and lowers overall operational costs for healthcare practices. For more information, visit www.genie.healow.com.

About eClinicalWorks

eClinicalWorks was founded in 1999 to help digitize paper charts for ambulatory practices. Today, eClinicalWorks leads the nation in innovation, offering cloud-based solutions for Electronic Health Records and Practice Management. The company supports ambulatory practices, specialists, health centers, urgent care facilities, and hospital systems to manage their revenue cycle, patient relationships, and Population Health initiatives. A large network of over 180,000 providers and nearly 1 million medical professionals rely upon the power and scalability of the eCW Cloud for its flexible clinical documentation, better front-office workflows, and more efficient billing driven by Robotic Process Automation. By combining innovation, leading-edge technology, and showcasing a strong commitment towards patient safety, eClinicalWorks empowers practices to grow and thrive amid the 21st-century challenges in healthcare. For more information, visit www.eclinicalworks.com, follow eClinicalWorks on LinkedIn, Facebook, and X/Twitter, or call (866) 888-6929.

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