Even though the healthcare sector is skyrocketing in terms of infrastructural development & provision of world-class medical aid, it often struggles with offering a seamless customer experience to patients. Maintaining the health records of patients is mandatory as ongoing treatment might demand leafing through previous health records and prescriptions.
Sharing incorrect details might jeopardize a patient’s life. This indicates the dire need for electronic health record software (EHR) like EPIC. As you flip through this blog, you’ll understand more about EPIC & the role of its software modules in enhancing services in healthcare contact centers.
The bonus tip for the need for EPIC CTI integration & its benefits are also discussed in the blog. Read on and find out if your healthcare contact center requires EPIC integration services.
EPIC – Empowering Healthcare Contact Centers
EPIC is one of the giants in the healthcare software market. Medical institutions use it for maintaining patient EHRs. EPIC comes equipped with 3 key modules named EPIC Hyperspace, Hyperdrive, and Cheers. Here’s a glance at these modules.
EPIC Modules for Healthcare Contact Centers
EPIC Hyperspace
Hyperspace is the front-end app seen first by the user upon launch. It effortlessly supports on-prem deployment i.e. the software can be easily connected to a local server tethering computer systems within an organization.
EPIC Hyperdrive
Hyperdrive is the consolidation of the above-stated Hyperspace into its web version. It is easy to integrate with existing software and comes pre-equipped with a sturdy security system.
EPIC Cheers
Popularly known as Cheers, it is a CRM by EPIC that enables healthcare consumerism. The healthcare industry has been using this tool for maintaining colossal patient EHRs, tracking patient journeys, automating workflows, etc., to improve overall CX.
Though EPIC is sufficient in aligning the workflow, it faces challenges in providing seamless communication within EPIC modules and external channels. Since it results in a communication gap, the issue can be addressed with the help of a CTI connector for EPIC.
CTI Connector For EPIC
Supercharging the potential of EPIC to deliver exceptional CX can be achieved by integrating a CTI connector for it. EPIC connector integrates the telephony system with CRM and allows healthcare officials to resolve patient queries faster & accurately.
It is compatible with Amazon Connect, Avaya, Cisco, Dialpad, Five9, NICE, Webex, and Zoom.
The EPIC CTI integration embeds a CTI connector inside the EPIC workspace. It equips agents with call controls and eliminates the requirement for switching between screens. It not only helps healthcare services save funds but refines patient experience too!
Read ahead about how EPIC CTI integration refines patient experience.
EPIC CTI Integration for Patient Experience
Unified Patient Information
EPIC CTI integration offers a consolidated view of the patient & its key details. This is possible through the screen pop feature of the CTI Connector. Soon after the call is received, the patient’s information flashes on the agent’s CRM screen thus, eliminating the need for jumping between screens to collect the patient’s details.
The information to be displayed can be changed as per the requirements set by the healthcare service provider. In the case of a new patient, it redirects to a fresh page where the agent can fill in essential information about the patient.
Smart Appointment Scheduling
With the help of a CTI connector for EPIC, it becomes easier for patients to book a doctor’s appointment without repeating their ailment and other information. Since appointments are scheduled through the system, patients keep getting real-time updates about the slot availability even if the appointment is canceled due to some urgent reasons.
Curb Medical Errors
Utmost accuracy is always lauded across verticals including the medical sector. The EPIC CTI integration assures provision of the updated information to contact center agents to dispense informed medical advisory.
For example, if a chronic patient requires immediate attention, the call can be transferred to the aptly skilled agent to impart the right medical knowledge.
Upscaled Agent Productivity
When contact center agents are equipped with adequate tools & technology, they’ll be more productive to achieve goals. Since repetitive tasks are automated by integrating EPIC CTI connectors, agents can focus on important tasks on urgent priority.
Final Words
EHR software like EPIC is a crucial part of the medical ecosystem. It entails the track record of patients with complete accuracy & allows agents to speed up their work. By integrating the CTI connector for EPIC, the potential of the CRM gets a boost.
Eventually, the KPIs like average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSAT) are improved to uplift the overall performance of the contact center.
Get a hang of EPIC CTI connectors at NovelVox. It is a leading CX player in the market with CMMI level-3 certification. Its product line includes CTI connectors, agent desktops, case management systems, chatbots, and wallboards.