# Reducing Hold Times and Staff Burnout with AI Call Automation

Page: https://stenobird.com/podcast/healthcare-it-today-interviews-307487/reducing-hold-times-and-staff-burnout-with-ai-call-automation
Text version: https://stenobird.com/podcast/healthcare-it-today-interviews-307487/reducing-hold-times-and-staff-burnout-with-ai-call-automation.md
Podcast: [Healthcare IT Today Interviews](https://stenobird.com/podcast/healthcare-it-today-interviews-307487)
Published: 2026-07-27T13:00:00+00:00
Episode link: https://podcasters.spotify.com/pod/show/heathcareittodayinterview/episodes/Reducing-Hold-Times-and-Staff-Burnout-with-AI-Call-Automation-e3lq2u8
Audio file: https://anchor.fm/s/2c6f3bc4/podcast/play/122538376/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-6-8%2F427561644-44100-2-2ac7d2a2d7f7d.mp3
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JSON: https://stenobird.com/v1/public/podcasts/healthcare-it-today-interviews-307487/episodes/reducing-hold-times-and-staff-burnout-with-ai-call-automation
Duration seconds: 1102

## Resource

At many health centers, plain old telephone service (POTS) is still one of the primary forms of interaction with patients outside of office visits. In a recent interview with Tracy Causey, CEO of Capital Area Health Network, he shares how their three sites, servicing about 17,000 patients, used AI to streamline patient interactions. As an eClinicalWorks site, the health system decided to try healow Genie to handle calls. It was a simple integration, and worked "out of the box." Now healow Genie handles about 80% of all calls with no staff interaction, answering the phone within 14 seconds. The approximate 400 calls they get each day are spread out, as patients take advantage of 24/7 availability. And when a call does require staff, healow Genie gets a live agent person on the phone within a minute and 20 seconds. Learn more about Capital Area Health Network: https://cahealthnet.org/ Learn more about eCW: https://www.eclinicalworks.com/ Healthcare IT Community: https://www.healthcareittoday.com/

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## Transcript

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