Suppose you suffer from a chronic condition that requires ongoing medical attention. You need to do three things today: refill your prescription, check your lab results, and schedule a follow-up appointment. If you have tried to do these things over the phone with your healthcare provider, you already know it results in long hold times and endless transfers. Additionally, you may have to repeatedly discuss your problems, which can leave you feeling overwhelmed and stressed.
But, there is a better alternative that modern healthcare contact centres are providing to patients. They have equipped their contact centers with the tools that can reduce unnecessary steps for the patients and streamline the entire conversation.
Agents perform at their best and provide remarkable patient care when supported by accurate, real-time patient data through the right tools and integrations. That’s where the role of EPIC CTI Integration comes in.
In this blog, we will explore how the EPIC CTI Connector has made the patient journey smoother, faster, and more personalized for individuals.
How the EPIC CTI Connector Provides Support for Patients & Healthcare Teams
The CTI Connector serves as a bridge, connecting the contact center to the EPIC EHR system. It facilitates the connection of calls to patients and provides real-time information about them to the agent’s workspace. The agents have the vital information about the patients, such as open issues, demographics, appointment history, and many more, without switching multiple systems.
Let’s see how a healthcare contact center connected to EPIC through the NovelVox CTI connector transforms the healthcare experience for their patients.
Screen Pop-Ups to Provide the Right Info at the Right Time
Screen pop-ups help agents know who’s calling and why. It’s because when the agents pick up, and even before they say hello, the patient’s complete profile appears on their screen. This profile includes name, recent appointments, date of birth, open issues, lab results, and relevant details.
With EPIC CTI-powered screen pops, the interaction starts differently, as agents don’t need to dig through tabs, put someone on hold to track their information or search multiple systems. With this, patients feel understood and seen, and agents feel prepared and empowered.
Less Clicking with Click-to-Dial
Every second counts in a busy healthcare call center. Agents need to deal with a long list of patients to call, follow up on lab results, confirm prescriptions, and send reminders about upcoming appointments. However, the entire process slows down and leaves room for mistakes when agents need to switch between screens, copy and paste numbers, or retype digits into a separate dialer.
| Download Whitepaper | Empowering Patient Journeys with Modern Healthcare Contact Center Technology |
The EPIC CTI Connector provides click-to-dial functionality, allowing agents to make calls directly from a patient’s record in EPIC. Hence, it saves agents from having to switch tabs and retype numbers. The overall result is a reduction in errors and an acceleration of workflows. Moreover, agents remain focused, which creates an opportunity for more effective conversations.
Advanced Call Control for Smooth Call Handling
Healthcare calls are not simple ones. A patient may initiate the interaction by inquiring about a missed appointment, but ultimately request to speak with a specialist or discuss billing. This makes transitions difficult, and agents may struggle to manage them smoothly. Such situations can only be handled when your agents have the right tools.
With the EPIC CTI Connector, agents have complete control at their fingertips, allowing them to transfer calls to the correct department, loop in colleagues for immediate consultation, and put patients on hold to verify details. There is no space for fumbling through menus or placing the patient on hold.
No More Manual Notes with Automated Call Logging
Taking notes during or after patients’ calls is mentally exhausting, and it also consumes extra time. Additionally, manually entering patients’ details, such as the reasons for discussion, who initiated the call, and why the patient called specifically, becomes a tedious task.
With automatic call logging, the EPIC CTI Connector makes it easy for agents. It records every call automatically in the system, complete with duration, key context, and timestamps. Hence, agents don’t need to put pressure on their minds to remember what just happened or try to type notes while on call.
| Download Use Case | Reducing Wait Times in Healthcare Contact Center with CTI Connector |
It brings huge relief not only for agents but also for healthcare providers. They gain access to a clear and comprehensive picture of their patients’ communication history.
Conclusion
This EPIC CTI integration makes the entire process human and smooth. The patients feel valued, heard, and supported. The agent feels focused and prepared. Additionally, they don’t need to waste time jumping between systems or screens because they are equipped with the right tools, integrations, and information from the moment a call begins. It helps them to lead faster and more confident conversations, as well as reduce stress for the healthcare team.
Connecting EPIC CTI brings patients and healthcare teams to the same level of efficiency. NovelVox’s CTI connector for EPIC allows healthcare teams to provide personalized, stress-free patient experiences. Patients don’t have to explain their problems and wait longer hours repeatedly. This means that connecting your EPIC system through the NovelVox CTI connector delivers a humanized patient experience and excellent staff efficiency.
Contact the NovelVox team today to discover how CTI connectors can enhance your healthcare contact center and deliver improved patient care.
