How Genesis Counseling Center Accelerates Care and Engagement with AI
Company Snapshot
Established in 2006, Genesis Counseling Center supports nearly 10,000 clients every month throughout Virginia and, most recently, Texas. Genesis Counseling Center is dedicated to providing diverse mental health outpatient services from a dedicated team of over 80 licensed clinicians alongside 40 students, interns, and residents. Guided by core principles rooted in excellence, teamwork, character, legacy, and growth, Genesis Counseling Center tirelessly delivers outstanding care to individuals in search of assistance while continuously striving to provide the best service to their communities.
- 9
- May 2021
The Challenge
Mental health service providers like Genesis Counseling Center often encounter clients during their most vulnerable moments. As referrals shifted from traditional sources to online searches, Genesis faced the challenges of maintaining a strong online presence while providing immediate engagement opportunities for prospective clients.
Limited by traditional communication tools such as phone calls, Genesis frequently missed opportunities to connect with patients due to delays and restricted office hours. Plus, an outdated online reputation—defined by only 50 reviews and a 2.3-star average rating—failed to reflect the quality of care Genesis provides, causing hesitation among potential patients and staff alike.
Chatbot AI Tackles Barriers to Patient Engagement
Genesis Counseling Center has transformed patient communication with Chatbot AI, delivering fast responses that mimic real human interactions. Available 24/7, Chatbot AI provides immediate answers to patient inquiries about services, insurance, or appointment scheduling, ensuring seamless support at any time of day. The personalized approach helps patients feel understood and valued, building trust from the first interaction.
By handling multiple conversations simultaneously, Chatbot AI eliminates delays and reduces the reliance on phone calls. For patients who leave the website mid-chat, the system seamlessly transitions the conversation to text, ensuring continuity and preventing missed opportunities. This efficient and always-on functionality allows Genesis Counseling Center to engage more patients and ensures no inquiry goes unanswered.
“The AI Chatbot helps us jump-start connections. Patients feel supported, and our staff can work more efficiently.”
Messaging AI Streamlines Communication
Before adopting Birdeye’s Messaging AI, Genesis Counseling Center struggled to manage multiple communication channels. This often led to redundant efforts and missed connections when patients reached out more than once. Messaging AI consolidates all communications into a single, organized inbox, which enables the team to manage inquiries more efficiently.
Birdeye’s Inbox empowers the team to respond promptly and accurately, ultimately enhancing the patient experience. By organizing incoming messages based on factors such as time or location, Messaging AI optimizes internal workflows and provides seamless patient interactions.
Birdeye AI Enhances Response Quality and Efficiency
Messaging AI further enhances Genesis Counseling Center’s communication capabilities with AI tools. The Summarize feature quickly distills long or complex conversations into concise, AI-generated summaries, enabling staff to understand patient concerns at a glance.
In addition, Genesis Counseling Center uses Birdeye AI to quickly rephrase messages to ensure responses are empathetic, professional, and consistent with their brand’s tone. This capability helps staff craft thoughtful replies for sensitive topics, ensuring patients feel supported. With these AI-driven tools, Genesis Counseling Center provides faster, more accurate care while maintaining high-quality communication that fosters trust and satisfaction.
Results
- Over 100 web chats are processed daily, ensuring continuous, real-time patient engagement.
- Star ratings improved dramatically from 2.3 to 4.6, with over 1,400 reviews collected, reflecting the enhanced quality of care.
- Seamless chat-to-text transitions ensure no patient inquiry is lost, reducing missed connections.
- Secure messaging replaced outdated communication methods, enabling HIPAA-compliant, faster exchanges of sensitive patient information.
“People often come to us when they are at a breaking point or something significant has happened, and they need help right away. So, the sooner that we can make that connection with them, the better. We’ve found that Birdeye Webchat has been instrumental in jump-starting that process because they're able to quickly get exactly what they need through Robin or our live agents.”
Birdeye Transforms Online Reputation
Genesis Counseling Center’s online reputation underwent a complete transformation with the help of Birdeye. Previously defined by limited and often negative feedback, their reputation didn’t reflect the high quality of care they provide. By implementing automated review requests, Genesis encouraged current patients to share their experiences, resulting in a more authentic and positive portrayal of their services.
The results were remarkable: Genesis Counseling Center’s star rating improved from 2.3 to 4.6, and they collected over 1,400 reviews within three years. This influx of positive feedback strengthened patient trust and made Genesis a more attractive choice for prospective staff.
Genesis is Ready for a Future Built on AI
Genesis Counseling Center’s success demonstrates the transformative power of AI. By enabling faster, safer, and more meaningful connections, Birdeye AI ensures that Genesis delivers hope and assistance when patients need it most.
Are you ready to transform your patient engagement with AI? Schedule a demo today, call 1-800-561-3357 ext 1, or send an email to sales@birdeye.com.
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