Back in the day, healthcare organizations like many others were known for their paper-based record-keeping systems. You might recollect the images of bulky cabinets filled with patient’s files. Retrieving medical records from these files was often a tedious process that involved time-consuming manual searches. This scenario has witnessed a transformative shift with the advent of modern technology.
One of the most ground breaking advancements in the healthcare industry is the introduction of Electronic Health Records (EHR) and Electronic Medical Records (EMR) systems. These digital platforms have transformed how healthcare providers manage patient information, enabling them to access, update, and share medical records seamlessly and securely.
One such EHR system is EPIC – known across healthcare organizations for its comprehensive suite of features and functionalities designed to optimize the efficiency of clinical workflows. However, this is not the end-all and be-all of healthcare efficiency. Bringing a CTI Connector into the picture can up the game for healthcare services even further.
Why Do You Need a CTI Connector, Again?
So EPIC EHR gives healthcare agents a pretty comprehensive picture of their patients – including their previous interactions and patients’ history apart from basic communication details like name, contact information, etc. But is this all that a healthcare agent needs?
The primary job of any agent is to communicate with patients – understand their queries and propose a solution. This indicates the use of a telephony system. While the agent requires the use of both – a telephony system and the EHR system, there is a huge void between the two. In most organizations, these systems do not communicate, requiring the agents to manually switch between the systems while interacting with a patient. Quite a hassle, right?
Now, a CTI Connector acts as a bridge bringing the two systems together, easing the job of healthcare agents. The integration embeds the CTI gadget inside the EPIC environment, equipping agents with quick call controls and key patient information, resulting in seamless call handling and improved patient experiences.
| 💡Also Read | Patient and Member Experience Trends in Healthcare Contact Centers |
How EPIC CTI Can Elevate the Care Factor in Healthcare Contact Centers?
Now that we know what a CTI Connector is and how it can bridge the glaring gap between the two most important systems that an agent works on, here are a few examples of EPIC CTI in action.
1. Streamline Clinical Workflows
Gone are the days of shuffling through stacks of paper charts and manually transcribing patient data. However, even today most healthcare organizations don’t have streamlined workflows – hampering agent productivity and patient experiences. EPIC CTI Integration resolves this problem by connecting EPIC’s EHR system with the contact center’s telephony system.
This integration enables agents to access patient records, update information, and document interactions in real-time, without switching between multiple systems. By eliminating manual data entry and reducing administrative burden, EPIC CTI enhances efficiency, accuracy, and productivity in clinical workflows, ultimately improving patient outcomes.
2. Personalize Patient Engagement
When a patient calls, the agent instantly gets a pop-up displaying the patient’s medical history, appointments, and treatment plans within EPIC’s EMR system. This real-time access to critical patient information enables agents to provide personalized assistance, expedite appointment scheduling, and ensure continuity of care.
This comprehensive picture allows agents to tailor interactions to meet the unique needs of each patient. Whether scheduling follow-up appointments, providing medication reminders, or offering wellness resources, agents can deliver proactive, and personalized support that fosters patient satisfaction and loyalty.
| 💡Download Whitepaper | Crafting a Seamless Patient Experience in Contact Centers |
3. Adapt to Modern Channel Preferences
In today’s digital age, patients expect seamless communication across multiple channels, including phone, email, chat, and social media. EPIC CTI enables healthcare contact centers to adapt to modern channel preferences by integrating with various communication channels.
Whether a patient reaches out via phone, email, or chat, agents can access relevant patient information in real-time and provide consistent, high-quality support across all channels. By offering omnichannel communication options, EPIC CTI enhances accessibility, convenience, and satisfaction for patients, empowering them to engage with healthcare providers on the channels of their preference.
4. Deliver Competent Remote Care
During the COVID wave, many organizations especially in the healthcare sector preferred remote/ telehealth services owing to the ground realities. This trend has continued even after the epidemic waves subsided. It has become a standard requirement for patients across the age spectrum to access healthcare remotely.
EPIC CTI Connector facilitates remote care by enabling agents to seamlessly connect with patients via telephony, video conferencing, or chat while accessing patient records and clinical information in real-time. Whether conducting virtual consultations, triaging urgent inquiries, or remote monitoring, EPIC CTI aids in timely, efficient, and personalized care to patients, regardless of their location.
5. Add Precision to Care with Advanced Analytics
Making informed decisions is a crucial part of healthcare – from the surgeon to the healthcare agent. EPIC CTI Integration assures patients of this precision right from the moment the patient places the call. The centralized platform displays details of call patterns, patients’ pain points, their preferences, and more – giving insightful assistance to agents on how to handle them.
Further, the integrated EPIC interface displays stats about agent states and allows supervisors to monitor agents via barge-in, silent monitoring, and whisper-in. The administrators get a birds-eye view of the agent’s performance, allowing them to make informed decisions regarding resource allocation, process optimization, and overall service strategy – critical to delivering better healthcare services.
Wrap Up
Choosing the right tools and technologies is a must in today’s digitally driven healthcare landscape where patient expectations have soared. Simply hanging on to legacy systems and traditional methods of doing things would impact the overall efficiency of the organization and ultimately patient experience. Stay true to efficiency and care by automating manual workflows and prioritizing patient preferences. Allow patients to interact on a channel of their choice without impacting the care standard. Integrate your existing phone systems like Cisco, Avaya, and Genesys with EPIC EHR and meet patient’s expectations of personalized care.
Render the required assistance and value to your patients with EPIC CTI Connector from NovelVox.
