Epic is one of the most used electronic health record systems in the world. According to a Klas report, EHR purchases were high in 2023 and this surge was driven by larger healthcare organizations bulk purchasing healthcare solutions.
The top-selling EHR was none other than Epic. Epic’s market share from 2021 to 2023 rose from 31% to 39.1%. – Becker Hospital Review
“Both current and prospective large-organization customers are drawn to Epic because they see the vendor as a consistently high performer that provides strong healthcare IT, quality relationships, and the opportunity to streamline workflows and improve clinician satisfaction,” researchers said. “Large specialty organizations have also turned to Epic to consolidate IT systems.”
So, evidently Epic is consistent and technologically adept for the modern healthcare requirements and is thus pioneering the EHR/EMR industry. More and more organizations are opting Epic as their go-to healthcare solution provider therefore understanding Epic integration with contact centers becomes even more important than before.
But before we get into it, let’s first understand the need for Epic EHR integration with contact centers.
The Need for EHR Integration with Contact Centers
Healthcare contact centers are essential to establishing and sustaining a well-rounded patient experience. And of course, patients are more likely to come back to healthcare providers who are able to match the expectations of patient experience. In fact, according to the patient experience revolution in healthcare report, 75% of patients reported to be more loyal to providers that work on improving their patient experience.
This is where the need for better technology comes in. And EHR integration is one such example. EHR integration helps simplify a lot of healthcare contact center processes and provides the agents with critical information in real time directly within the contact center application interface.
With EHR integration with contact center agents have access to all the relevant patient information, helping them understand the context and lead more personalized interactions.
From appointment scheduling to addressing critical queries and following up on previous checkups, EHR integration with contact centers can render the day to day healthcare activities seamless and easy.
Let’s take an example to better understand the need for EHR integration with contact centers:
Jacob works as a nurse at a prestigious hospital in South America. As a nurse, he often has to manage calls from different patients inquiring about their healthcare, appointment, situation, and whatnot.
With EHR integration, Jacob is able to see the relevant patient information pop up on his screen as soon as he makes or receives a call from a patient. This way, Jacob learns about the critical information related to the patient and leads the call accordingly. For instance, when a patient reaches out to Jacob about appointment timing, Jacob is able to see the patient’s history and the physician whose care they have been under, setting up the appointment according to that particular doctor’s availability.
EHRs can be extremely helpful in a healthcare environment as they ease the task of both the agents and the patient. Not to mention, it helps improve productivity and accuracy of care.
Epic EHR and its Impact on Modern Healthcare Applications
Alright, EHRs are pretty important in healthcare contact centers. But how does Epic come into the play? As mentioned earlier, Epic is one of the most popular and most preferred health record systems out there. One of the reasons Epic is preferred over its competitors is the reliability that comes with the solution.
The benefits of Epic EHR transcend to multiple roles across the healthcare organization. For instance, healthcare providers gain the advantage of automation which helps them free up their time and allow them to focus on delivering sound care.
Patients get to access their health report by logging into the patient portal and communicating with their caregiver more efficiently and conveniently.
The healthcare organization improves its overall productivity and revenue generation with reduced administrative workload and automated workflows.
All in all, Epic is one of the most well-rounded, scalable EHR systems and continues to evolve as per the needs and preferences of healthcare providers and patients.
| 💡Also Read | The Truth About Epic EMR/EHR Software |
What is Epic Integration?
Epic integration is the process of connecting Epic EHR solution with contact center telephony system in such a way that it allows data exchange and interoperability. This integration helps healthcare providers access critical patient information such as previous diagnoses, prescribed medication, appointments (if any), and general health information, all in real time.
Epic has a number of modules that the organization has released over the years to cater to different departments in the healthcare industry. We will be discussing Hyperdrive, Hyperspace, and Cheers in this article.
Epic Hyperspace: Epic Hyperspace is Epic’s primary end-user interface that serves as the center point to access every other application. Hyperspace is deployed on premises and is hosted on Citrix. Those who use any Epic solution are first greeted with Epic Hyperspace as their login screen. Once logged in, agents see different menus, tasks, and options depending on their role and requirements.
Hyperspace lies at the core of Epic healthcare solutions and can be considered as the central solution for every operation.
Epic Hyperdrive: Hyperdrive is a web-based application that is replacing Hyperspace. So instead of needing a server as they did in the case of Hyperspace, healthcare organizations can run the application directly on a web browser. Epic Hyperdrive is easier to deploy, comes with a much more user-friendly interface, and enhanced security measures.
Epic Cheers: Cheers is Epic’s healthcare-centered CRM. Cheers is integrated into the larger Epic ecosystem and offers enhanced healthcare operations, improved agent experience, and improved patient engagement. Not unlike other CRMs, Epic Cheers offers patient data integration, self-service functionality, centralized contact center, automation tools, and easy integration capabilities.
Why Should You Integrate Epic Applications with Your Contact Center?
The main reasons to integrate Epic with contact center come down to the convenience and productivity improvements it brings. For instance, with Epic EHR integration, agents are able to handle regular calls in a much more efficient and streamlined manner. Moreover, it promotes interoperability, ensuring that agent information is updated and accessible across various systems in real time.
Here are some of the most immediate benefits of integrating Epic system with your contact center:
Improved patient care
First and foremost, Epic integration with your contact center helps streamline patient coordination. With easier access to relevant and accurate patient information, caregivers are more confident and well-versed in delivering optimum patient experience. Not to mention, the consolidation of patient data into an easily accessible record allows doctors to make more informed decisions and reduce instances of medical error.
| 💡Free Demo Video | Epic CTI Connector and Unified Agent Desktop for Healthcare |
Simplified workflows
A doctor’s workflow is often complicated wherein they have to deal with a number of responsibilities. Moreover, there’s professional camaraderie to take care of while delivering the best patient care they can deliver through extensive clinical research and administrative process. Epic helps make it all simpler and easier to handle by providing the professionals with a single, digital solution for patient data management, documentation, admin tasks.
Enhanced security measures
Epic is HIPAA and HITRUST compliant software, which means the data stored and regulated on Epic systems is secure and encrypted. Epic encrypts PHI and brings in strict access control, ensuring patient data is safe from the hands of unauthorized individuals and general breaches.
Audit trails are yet another feature of Epic EHR that helps sustain patient data privacy. Essentially, it helps create documentation that keeps track of every action taken with the patient information by recording and registering who accessed the software, along with their address, access time, and activities.
Interoperability
Epic plays a vital role in enabling interoperability and data transparency. In fact, it was one of the first EHR to adapt to the standards provided by HL7 International, allowing third-party apps to access EHR records. With integrations to other systems like another EHR, government entities, and third-party consumer applications, Epic enables the following benefits in patient care:
- Allowing patients access to their own medical records
- Allowing patients to share data to third-party applications
- Ensuring other EHR users have access to the patient’s data for continuity of care
- Sending data to patient registries
Built-In Analytics and Business Intelligence
Epic EHR comes with built-in analytics and business intelligence modules, encouraging insightful decision making. One can generate reports, create dashboards, and perform real-time analytics on the data hosted within the Epic database.
Epic BI applications include Lumira, Observant, Conduction, and Relay, enabling graphing and visualizing, population health analytics, quality reporting, and dynamic clinical notifications, respectively. Insights gained from these applications enable guided strategies around care protocols, resource allocation, initiatives, and more.
Widespread Industry Adoption
Epic is one of the most used EHR systems in the world. With more than 285 million patient records, Epic is the largest healthcare IT vendor. It is used by the majority of the hospitals and is the most preferred EHR platform across the globe.
Moreover, Epic is continually expanding its system to include project management, technical infrastructure, training, and go-live support. It also offers industry-leading customization and scalability to optimize workflows and ensure maximum value.
With one of the largest breadth of customers, continued investment in scaling, and comprehensive roster of services and applications, Epic has solidified itself as the leader in the healthcare industry. Therefore, it comes with widespread adoption and high levels of data interoperability.
Challenges and Best Practices in EHR Integration
EHR implementation challenges come down to the technical compatibilities.
Integrating Electronic Health Records (EHR) into healthcare systems comes with several challenges, but platforms like Epic play a significant role in mitigating these issues. Here are some key challenges and how Epic helps:
Interoperability: Many healthcare systems use disparate software, making data sharing between providers difficult. Epic’s Care Everywhere tool facilitates seamless data exchange across health systems, ensuring that patient information flows securely and efficiently.
Data Privacy & Security: EHRs house sensitive patient data, making security paramount. Epic’s HIPAA-compliant infrastructure provides robust encryption, role-based access, and audit trails to safeguard patient information.
Customization and Scalability: Healthcare providers vary in size and specialization, so a one-size-fits-all approach doesn’t work. Epic’s customizable modules allow institutions to tailor their workflows and scale as needed without disrupting operations.
User Adoption: Physicians and staff may struggle with learning new systems. Epic offers extensive training and user-friendly interfaces, reducing the learning curve and ensuring smoother transitions during integration.
Epic’s comprehensive EHR solutions address these integration challenges, helping healthcare providers deliver better, more coordinated care.
| 💡Also Check | Streamlining Your Healthcare Contact Center Operations with EPIC CTI Connector |
Future Trends in Contact Center Integration with Epic
AI and Automation
Artificial intelligence (AI) is rapidly transforming how contact centers operate, especially when integrated with Epic. Predictive analytics, powered by AI, can anticipate patient needs based on their medical history and behaviors. This allows contact center agents to offer personalized recommendations or flag potential health concerns before they escalate, enhancing the overall quality of care.
Additionally, AI-driven chatbots and virtual assistants can handle routine queries such as appointment scheduling, lab result requests, and FAQs, freeing up agents to focus on more complex patient interactions. These AI tools not only improve efficiency but also ensure 24/7 patient engagement, providing real-time support even during non-working hours.
Omnichannel Communication
In the age of digital communication, patients expect to interact with healthcare providers across multiple channels, not just phone calls. Epic’s integration with contact centers is moving toward an omnichannel approach, where services are available seamlessly across voice, text, email, and social media. This allows patients to choose their preferred method of communication, whether it’s through a quick text for an appointment reminder or a detailed email query about treatment options.
With all these channels integrated into a single platform, contact center agents have a comprehensive view of each patient’s interactions, ensuring consistent and coordinated communication. This type of flexibility enhances patient satisfaction while streamlining operations.
Telehealth Expansion
As telehealth becomes a more significant part of healthcare delivery, contact centers play a crucial role in supporting remote consultations. Epic integration allows contact center agents to facilitate telemedicine appointments by scheduling consultations, providing technical support, and even following up on patient satisfaction post-consultation.
Patients no longer need to visit a physical clinic for routine check-ins or follow-ups, and contact centers act as the first point of contact to guide them through these virtual healthcare experiences. This trend not only makes healthcare more accessible but also reduces the strain on in-person services, improving resource allocation for healthcare organizations.
| 💡Download Whitepaper | Crafting a Seamless Patient Experience in Contact Centers |
Advanced Analytics and Personalization
The future of contact center integration with Epic will be heavily driven by data. Advanced analytics allow healthcare providers to deliver highly personalized patient interactions, tailoring each communication based on the patient’s health history, preferences, and past interactions.
For instance, a patient with chronic conditions can receive targeted recommendations for their condition, proactive follow-ups, and reminders for medication adherence. Contact center agents, with the help of Epic’s insights, can predict patient needs and provide timely, relevant care. This data-driven approach helps optimize care delivery, improving patient outcomes while enhancing their experience with the healthcare provider.
These trends collectively point to a future where contact centers are not just support hubs, but integral parts of a comprehensive, tech-enabled healthcare system. The fusion of AI, omnichannel communication, telehealth support, and advanced analytics ensures that healthcare providers can deliver patient-centric care more efficiently than ever before.
Conclusion
The integration of Epic with contact centers is not just a technological upgrade—it’s a transformation in how healthcare organizations deliver care. By bringing together real-time patient data and efficient communication channels, this integration empowers contact center agents to provide personalized, informed, and timely support. Whether it’s scheduling appointments, answering complex medical queries, or coordinating care, having direct access to patient records via Epic ensures that every interaction is seamless, accurate, and patient-focused.
Looking to the future, trends like AI-driven automation, omnichannel communication, and telehealth integration are set to further enhance this relationship. Predictive analytics will allow healthcare providers to anticipate patient needs before they even arise, while AI chatbots will handle routine tasks, freeing up human agents to focus on more critical issues.
The shift toward omnichannel communication means patients can engage with their healthcare providers on their own terms—via phone, text, email, or social media—enhancing accessibility and satisfaction. As telehealth continues to grow, contact centers will become the central hub for virtual care, guiding patients through remote consultations and ensuring continuity of care.
What truly sets Epic apart in this integration is its commitment to data transparency, security, and interoperability. With strict compliance to HIPAA regulations and advanced encryption measures, Epic ensures that sensitive patient information remains protected at all times. Additionally, the platform’s capacity for cross-system integration allows seamless collaboration between various healthcare providers, ensuring that no matter where a patient receives care, their records are up-to-date and accessible.
Ultimately, the integration of Epic with contact centers goes beyond operational efficiency—it transforms patient engagement. Patients can now experience smoother, more personalized interactions with their healthcare providers, while organizations benefit from improved workflows, better care coordination, and enhanced patient loyalty.
As the healthcare industry moves toward more digital and patient-centric models, Epic’s comprehensive integration with contact centers will continue to be a driving force in shaping the future of healthcare delivery. The result? A healthcare system that is not only more efficient but also more human.
