CTG Transforms Patient Experience at Academic Health System With Amazon Connect

The Challenge and Opportunity

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.

The Solution and Results

CTG was engaged to provide 24x7x365, single-point-of-contact Patient Portal Support for all MyChart patient calls and messages. This support is delivered as 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, chat, or In Basket 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 patient contacts, bringing a scalable, cloud-based application to support a growing patient community via multiple channels, with Generative AI quality assurance reviews on every contact. Amazon Connect provides a single interface for CTG analysts to help resolve patient logon issues, navigate their MyChart account, and provide support on how to perform MyChart functions (e.g., request an appointment, download their vaccination history).

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.

Highlights of CTG’s ongoing support include:

• Average of 21,000 contacts per month over the past 12 months
• MyChart first contact resolution rates of 99.8%
• Abandonment rate of <2% after 30-second threshold
• 86+% of calls and chats answered within 30 seconds