At HIMSS25, eClinicalWorks will focus on practical applications of AI

The HIMSS25 exhibit hall in Las Vegas will be filled with many hundreds of vendors of all stripes, showing off new technologies for a wide array of healthcare use cases. And you can probably guess that many of them will be touting how they’re using artificial intelligence. 

Electronic health record, revenue cycle management and practice management systems vendor eClinicalWorks will be no exception. A longtime health IT leader – and HIMSS25 Anchor Exhibitor – eCW (which can be found in Booth 3921) will be showing how AI is powering more and more of its technology suite. One of its biggest announcements will be the launch of a new  AI-powered contact center system to be integrated into its EHR.

Healthcare IT News spoke with eClinicalWorks cofounder and CEO Girish Navani about the company’s other news and plans for HIMSS25.

Q. What is the focus this year for eClinicalWorks at the annual HIMSS Conference & Exhibition?

A. The company will unveil its latest advancements, integrating artificial intelligence across multiple facets of healthcare delivery.

Our AI-powered innovations are designed to enhance efficiency and improve patient outcomes, seamlessly integrating with electronic health records, revenue cycle management and patient engagement systems – all while ensuring compatibility with various EHR systems. We also will showcase our standalone ER product, which our customers have been asking for.

A key highlight will be demonstrating the integration of Sunoh.ai, the cutting-edge AI medical scribe. By leveraging ambient listening and multilingual capabilities, Sunoh.ai reduces daily documentation time by up to two hours, significantly alleviating physician burnout.

This innovation enhances provider efficiency by delivering accurate, real-time documentation, allowing clinicians to focus more on patient care. Dr. Jose Ma of Clinica Medica Primaria de Rising Sun has reported a 33% reduction in documentation time, illustrating the tangible impact of AI-driven workflow improvements.

Sunoh.ai also integrates with multiple EHR systems, bringing AI-powered ambient listening and AI-based scribing capabilities to a broad network of providers. As an EHR-agnostic system, it has quickly become a transformative tool, empowering more than 75,000 providers nationwide with cutting-edge documentation support.

In addition, eClinicalWorks has developed a system that uses AI models to streamline the processing of medical documents. This tool employs AI Document Intelligence to extract patient data from incoming documents in PDF, fax or CCDA formats, accurately identifying and matching patients for 75–85% of these documents.

By automating this process, healthcare providers have analyzed millions of documents, saving up to one minute per document and allowing clinicians to dedicate more time to patient care.

Furthermore, the company will showcase advancements in population health tools designed to improve patient outcomes for value-based care organizations. Our comprehensive systems include Hierarchical Condition Category coding, HEDIS Measures, Disease Explorer, and Cost and Utilization Explorer.

These tools empower healthcare providers to gain better visibility into patient populations, identify high-risk patients, and prioritize care to meet the demands of value-based healthcare models.

We’re also proud to highlight that eClinicalWorks has achieved Qualified Health Information Network (QHIN) designation, reinforcing our commitment to interoperability. PRISMANet, our QHIN system, facilitates seamless data exchange across health systems, empowering providers with complete patient records across hospitals and ambulatory practices for better care coordination.

Q. You will be introducing at HIMSS25 the integration of the healow Genie AI-powered contact center into the eClinicalWorks EHR. Please talk about this product upgrade.

A. In today’s fast-paced healthcare environment, efficient patient communication is crucial. Recognizing this need, healow has developed Genie, an AI-powered contact center system designed to enhance patient engagement, improve patient satisfaction, and reduce operational burdens on medical practices, hospitals and payers.

This March, healow Genie will be available to healthcare organizations across the nation. Managing after-hours calls and patient inquiries poses immense operational challenges. That’s why healow Genie operates 24/7, routing calls to on-call providers during nights, weekends or busy periods. It also generates detailed transcripts and summaries to facilitate efficient follow-ups, ensuring continuous patient support.

The healow Genie also promotes access to care. With the AI agent, patients receive instant answers to common inquiries – such as operating hours, appointment scheduling, bill payments and medication refill requests – through voice, text, chat or chatbot interactions.

This ensures timely responses without the need for patients to wait on hold. For more complex questions, Genie intelligently escalates the inquiry to human agents, ensuring patients receive the necessary assistance. This seamless transition combines the efficiency of AI with the personal touch of human interaction.

Genie initiates natural-language conversations to send health reminders, improve compliance and connect with patients through multiple communication modes. This proactive approach enhances patient engagement and promotes better health outcomes. By estimating the likelihood of appointment no-shows, Genie enables practices to generate intervention calls for patients with a high probability of missing appointments.

By integrating healow Genie into their operations, medical practices can streamline communication, increase patient satisfaction and ensure no call goes unanswered. This innovative system represents a significant advancement in healthcare communication, combining the best features of a traditional call center with the irreplaceable human touch that only medical professionals can provide.

Q. What do you believe will be the hot topics at HIMSS25, and what is your take on each?

A. Several key tech-focused topics are expected to dominate discussions at HIMSS25, reflecting the industry’s clear focus on AI and technological innovation. As AI becomes increasingly integral to healthcare, the focus is shifting toward responsible development and risk management. Ensuring patient safety necessitates rigorous validation of AI algorithms to prevent errors that could compromise care quality.

Addressing ethical concerns, such as algorithmic bias, is crucial to maintaining equitable inpatient treatment. Implementing robust data governance frameworks is essential to protect patient privacy and uphold trust in AI-driven healthcare systems.

AI’s integration into medical decision making offers significant opportunities, including enhanced diagnostic accuracy and personalized treatment plans. However, challenges persist, such as the potential for overreliance on AI systems, which may lead to diminished clinical judgment among healthcare professionals.

Ensuring transparency in AI decision processes is vital to facilitate clinician understanding and acceptance. Ongoing education and training for medical staff are necessary to effectively incorporate AI tools into clinical workflows.

Additionally, it can be anticipated that the need for improved interoperability for data sharing will be a key topic at HIMSS25. Steps have been taken to improve interoperability with The Trusted Exchange Framework and Common Agreement (TEFCA) that aims to establish seamless interoperability of patient records via Qualified Health Information Networks (QHINs).

This initiative enhances care coordination by equipping healthcare providers with comprehensive access to patient histories. However, challenges in data-sharing persist – we will need consistent participation among healthcare entities to fully realize the potential of interoperable health records.

Lastly, we expect HIMSS25 to highlight the complex regulatory landscape, technological hurdles and the need for clinical validation that have historically impeded the widespread adoption of innovative technologies. Digital health startups have long been heralded as catalysts for transformation within the healthcare sector.

In recent years, their influence has become increasingly tangible, with innovative systems addressing various challenges in patient care and system efficiency. Despite these advancements, the journey for startups in healthcare is fraught with challenges.

Q. If you can get just one message across to HIMSS25 attendees in the exhibit hall that they can take home to their hospitals and health systems, what would it be?

A. It would be that eClinicalWorks is leading the charge in democratizing AI across the healthcare ecosystem. Our AI-powered systems – ranging from documentation assistance to automated contact centers and intelligent revenue cycle management – are meticulously designed to enhance operational efficiency, reduce costs and elevate patient care. We take pride in being at the forefront of this transformative movement.

Products like healow, Sunoh.ai and healow Genie integrate seamlessly with any system, ensuring all providers, regardless of their platform, can leverage the benefits of AI. This commitment allows organizations to adopt AI with minimal disruption while maximizing operational improvements.

Organizations that integrate these technologies will lead the industry in efficiency and patient satisfaction. We invite healthcare leaders to explore how AI-powered innovations can transform their operations and improve patient outcomes.

eClinicalWorks will be in Booth 3921 at HIMSS25.