Just came back from the 2026 eClinicalWorks Enterprise Summit. While the overall event and the company announcements were as solid as expected, one particular technology absolutely blew me away and delivered on a promise I had been skeptical about – their Healow Genie AI solution for call centers.
eClinicalWorks Enterprise Summit Highlights
- eClinicalWorks announced “Smart University,” an online hub where users can learn more about their solutions. The platform uses AI to match training courses to specific user roles and experience, and it also parses out only the most relevant sections of massive release notes.
- The company is increasing their support for value-based care. The platform has baked-in tools for patient population monitoring, tracking performance metrics, and Advanced Primary Care Program for APCM.
- Despite the general anxiety around AI, customers emphasized that implementing it has not led to job losses. Instead, it has allowed practices to increase efficiency, and handle growth without needing to add new headcount.
- Lots of product support and enhancement discussions
- Executives made themselves readily available
The AI Contact Center That Actually Listens
During his opening keynote, CEO Jesh Navani played an anonymized recording of a real patient interacting with healow Genie, the company’s AI-powered contact center solution. Initially, I thought this was just going to be another basic AI triage agent built to route calls to the appropriate human agent. The call made it clear the company wants to do much more than that.
An elderly patient called in to renew a prescription, but mid-conversation, she suddenly remembered she needed to book an appointment with a specialist. Rather than forcing her back into a rigid menu or telling her to wait, the AI seamlessly pivoted, booked the appointment, and then gently looped back to finish the prescription refill. It even politely informed her that the script had already been renewed.
This ability to handle non-linear conversations is what impressed me.
I caught up with Gary Moorefield from MyCare Medical Group, a customer who was on the brink of buying a different telephony AI solution until he saw Genie at a prior conference. For his team, the magic wasn’t just the conversational flow; it was the fact that Genie sits right inside eClinicalWorks EHR, bypassing the massive integration headaches typical of third-party platforms.
The Bottom Line
By the final day, it was obvious that the marketing and events team pulled off an incredibly smooth conference. The customers I saw looked like they got exactly what they came for. But more importantly, eClinicalWorks clearly wanted to show that they are living up to the promises they made in prior years. They continue to focus on AI and deliver it in ways that are meaningful to their customers.
Featured on the Video (in order of appearance)
- Robert DeLuca (MedFlorida Medical Centers)
- Kate Steele (Axia Women’s Health)
- Gary Moorefield (MyCare Medical Group)
- Jeff Morrison (TPMG)
- Cory Petross (Santovia)
- Angie Doherty, (Smart Meter)
- Will Hucke (VaxCare)
- Emily Runco (TriZetto Provider Solutions(
- Andres Campo (Aledade)
- Mary Prendergast (IC System)
- Miles Morrison (Waystar)
Learn more about eClinicalWorks at https://www.eclinicalworks.com/
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