CTG Improves Emplify Health's Patient Portal Support With Amazon Connect

"CTG provided a seamless implementation from start to finish. From the exceptional communication amongst team members and excellent patient call/message response rate to the streamlined training to allow for a consistent user experience, we have high confidence in the work CTG does and how they work with our patients.”

—Enterprise Privacy Officer/Manager of Privacy, Emplify Health

The Challenge and Opportunity

Emplify Health (Emplify), a Midwest U.S. healthcare network comprised of the Bellin and Gundersen Health Systems, spans 11 hospitals and more than 100 clinics. Emplify did not have 24x7 coverage for patient portal support, resulting in patients calling medical records departments and doctors’ offices to get their healthcare information or simply having to wait. With the volume of calls and messages being hard to manage, they wanted to establish a more streamlined process to make it easier for patients to resolve portal issues over the phone at any time, giving them quicker access to their information and increasing their satisfaction and engagement.

The Solution and Results

CTG presented an optimized management solution to Emplify that uses Amazon Connect to quickly and easily route patient calls to CTG agents who are specifically trained to handle Epic MyChart patient portal concerns. By partnering with CTG for application managed services, patients now have a single number to call at any time for patient portal issues.

Amazon Connect allowed our contact center leaders to easily manage our operations with out-of-the-box, real-time reporting dashboards. PowerBI was also integrated, which helped automate the weekly and monthly reporting of our performance metrics.

Using Amazon Connect reduces the time it takes to train agents on the phone system by 75%; instead of two hours it now takes only 30 minutes. Hundreds of agents have been onboarded, which adds up to hours of saved training time, allowing agents to start addressing patient issues faster.

Since March 2022, CTG has provided patients of Emplify with high-quality, streamlined patient portal support. Our agents help them resolve issues quickly so they can access the information they need and have a better user experience. Month-over-month, we consistently meet the SLAs, demonstrating our strength as an Epic MyChart support partner.

Highlights of CTG’s ongoing support include:

• 6,500+ contacts served per month
• 83+% of calls answered in 30 seconds
• <2% of calls abandoned
• MyChart first contact resolution rates of 99+%
• 75% less time to train agents

With CTG and Amazon Connect, you can streamline healthcare communication, empowering agents and enhancing patient experiences through AI-powered efficiency. You can learn more in our e-book, "Modernizing the healthcare contact center."