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Why CTG

We collaborate with clients to enhance digital agility, solving today's problems while preparing for future shifts.

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CTG, a Cegeka Company

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Applications

Empowering businesses with modern, scalable, efficient apps.

Cloud

Supporting all phases of your cloud journey.

Business Solutions

Offering Cegeka's MS Dynamics 365 solutions for pharma and life sciences.

Data

Enabling data-driven decision making and increased efficiency.

Service Desk

Providing 24x7 support with an exceptional end-user experience.

Talent

Rapidly delivering IT and business talent to accelerate digital initiatives.

Automation and AI

Leveraging tech to increase efficiency, lower costs, and empower employees.

Infrastructure

Laying the groundwork for a successful digital organization.

Advisory Services

Combining industry and tech expertise to align technology with business needs.

Testing

Ensuring the quality and reliability of enterprise software.

Cybersecurity

Enhancing the cyber resilience of your organization.

Industries Back
Industries

Our digital solutions are customized for the unique challenges, requirements, and regulations each industry we serve faces.

Explore industries

Healthcare

Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

Energy

Empowering energy organizations to thrive with data-driven insight and process innovation.

Government

Modernizing operations to improve citizen engagement and service delivery for all levels of government.

Manufacturing

Enabling seamless, efficient operations and increased speed to market with enterprise apps.

Finance and Insurance

Meeting the industry's need for enhanced efficiency, automation, compliance, and customer experiences.

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Case Studies

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Contact us
CTG Why CTG
Why CTG

We collaborate with clients to enhance digital agility, solving today's problems while preparing for future shifts.

Learn more

About Us

Delve into the values, mission, and vision that drive our company.

Partners

Explore our tech and industry partners, who amplify the value we provide.

CTG, a Cegeka Company

Learn more about our parent company, Cegeka, a global IT provider.

Corporate Responsibility

Read more about our commitment to being a good corporate citizen.

Culture

Discover the workplace culture we've built that makes CTG a great place to work.

Careers

Check out our employee benefits and start your career journey with CTG.

Learn More

Our Locations

Leadership Team

Company News

Events

Solutions

Applications

Empowering businesses with modern, scalable, efficient apps.

Cloud

Supporting all phases of your cloud journey.

Business Solutions

Offering Cegeka's MS Dynamics 365 solutions for pharma and life sciences.

Data

Enabling data-driven decision making and increased efficiency.

Service Desk

Providing 24x7 support with an exceptional end-user experience.

Talent

Rapidly delivering IT and business talent to accelerate digital initiatives.

Automation and AI

Leveraging tech to increase efficiency, lower costs, and empower employees.

Infrastructure

Laying the groundwork for a successful digital organization.

Advisory Services

Combining industry and tech expertise to align technology with business needs.

Testing

Ensuring the quality and reliability of enterprise software.

Cybersecurity

Enhancing the cyber resilience of your organization.

Industries
Industries

Our digital solutions are customized for the unique challenges, requirements, and regulations each industry we serve faces.

Explore industries

Healthcare

Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

Energy

Empowering energy organizations to thrive with data-driven insight and process innovation.

Government

Modernizing operations to improve citizen engagement and service delivery for all levels of government.

Manufacturing

Enabling seamless, efficient operations and increased speed to market with enterprise apps.

Finance and Insurance

Meeting the industry's need for enhanced efficiency, automation, compliance, and customer experiences.

Insights
Insights

We're thrilled to share our insights and expertise with you. Learn about industry trends, how to navigate common challenges, client success stories, and more.

Case Studies

Learn how we collaborate with clients to ensure their success.

Videos

Explore videos about CTG’s solutions, client testimonials, and more.

Blogs

Read blogs about tech, innovation, business, employees, and more.

News

View company news and insights from our experts in top publications.

Resources

View e-books, white papers, guides, infographics, and more.

Webinars

Learn from our experts, based on real-world experience across industries.

Join our team Contact us

Client Success Story

CTG Transforms Patient Experience at Academic Health System

Key Challenges

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Cultivating a more engaged patient community

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Improving patient experience

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Enhancing Epic MyChart Patient Portal Support

Business Benefits

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13,000–19,000 contacts per month over the past 12 months

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MyChart first contact resolution rates of 99.8%

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Abandonment rate <2% after 30 second threshold

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82.5% of calls answered within 30 seconds

The Client

CTG was engaged by a large academic health system in the U.S. that is consistently recognized for high-quality patient care, specialty providers across a range of disciplines, and innovative research. CTG was engaged by a large academic health system in the U.S. that is consistently recognized for high-quality patient care, specialty providers across a range of disciplines, and innovative research to improve patient experience through High-Quality Epic MyChart Patient Portal Support, powered by Amazon Connect.

Challenge

A large U.S. academic health system wanted to cultivate a more engaged and informed patient community and improve patient experience through enhanced Epic MyChart Patient Portal Support.

Solution

CTG provides 24x7x365, single-point-of-contact Patient Portal Support for all MyChart patient calls and messages, delivering a scalable managed service based on a defined services plan with Service Level Agreements (SLAs). Our analyst team assists patients with tasks such as account activation, password resets, and portal navigation via phone, email, or InBasket message. CTG also provides support to patients prior to telehealth visits and pediatric remote proxy activation support, including reviewing medical records for documentation precluding access as a proxy.

We leverage Amazon Connect Cloud Contact Center to manage support calls, bringing an omnichannel, scalable, cloud-based application to support a growing patient community’s calls and chats, with quality assurance reviews on all calls. Amazon Connect provides a single interface for CTG analysts to validate patient identities, review medical histories, and schedule appointments. The application’s scalability enables CTG to quickly add analysts to meet the health system’s changing needs.

CTG consistently exceeds SLAs while also taking on an increased number and variety of calls. By focusing on and achieving a high first-level resolution rate, fewer tickets escalate to senior analysts, enabling them to focus on optimization and strategic projects. Importantly, the client has seen a significant rise in MyChart usage and receives more online payments versus mail. 

Following our success providing effective problem resolution to patients, CTG was engaged for MyChart Outbound Calling services. CTG reviewed and enhanced the patient enrollment process and delivered custom enrollment campaign strategies to drive engagement.

Care to share?