By - Rahul Mishra
Patient experience is the future of the healthcare industry. With new digital healthcare solutions available daily from big-box and independents alike, consumers have a wide range of options to choose from.
In this web story, we will discuss and list 7 ways to enhance the patient experience.
Epic, a leading telemedicine software provider, offers a comprehensive suite including Epic Hyperspace, Hyperdrive, and Cheers CRM. To enhance communication efficiency, a vital CTI Connector is proposed, bridging the gap between Epic modules and external channels, fostering seamless healthcare coordination.
Epic CTI enhances healthcare contact center efficiency by instantly displaying patient medical and interaction history on agents' screens upon contact. Offering a comprehensive view, it streamlines communication and ensures a connected, responsive, and patient-focused healthcare experience.
Empowered by EPIC CTI, healthcare contact centers extend beyond physical limits, enabling virtual patient support through various channels like phone and chat. CTI seamlessly transitions between these channels, offering a patient-centric experience, enhancing accessibility, and actively involving patients in their healthcare journeys.
EPIC CTI streamlines the appointment process, sparing patients from multiple calls and forms. Agents access real-time data for efficient scheduling, minimizing the average 76-day wait for complex procedures. This enhances appointment effectiveness, saves time, and reduces patient frustration, with CTI notifying and reallocating appointments in case of schedule shifts.
The integration of healthcare contact center telephony with EPIC applications enables real-time alerts, notifying patients and agents of appointment changes, urgent medical updates, or emergencies. EPIC CTI fosters efficient, responsive healthcare organizations in emergencies, ensuring patient safety through seamless collaboration, call transfers, and prompt record updates.
Integrated with EPIC, CTI streamlines healthcare workflows by centralizing patient interactions and administrative tasks. Beyond bridging telephony and healthcare apps, it simplifies agent tasks, enhancing operational efficiency. This reduces manual burden, allowing agents to prioritize patient care, while ensuring real-time data synchronization across connected platforms.
Integrating healthcare contact center telephony with EHR ensures agents have accurate, up-to-date information for precise interactions with patients. Beyond retrieving data, CTI enables informed advice and, in urgent cases, can escalate calls to relevant professionals. EPIC CTI aligns agents' guidance with individual healthcare profiles, mitigating risks and enhancing patient care.
EPIC CTI integration forms a unified platform empowering healthcare agents with informed decision-making. In addition to patient interaction data, it displays call patterns, preferences, and pain points, enabling tailored and personalized services. The platform provides statistics on agent states and logout, allowing supervisors to monitor through barge-in, silent monitoring, and whisper-in.