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Pharma and Life Sciences

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

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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 Verification for Gundersen Health via MyChart

Key Challenges

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Cumbersome manual verification of patient identity in their EHR

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Wasted time and money due to the lack of tech efficiencies

Business Benefits

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99% accuracy since launch, with 150 requests processed per week

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Freed up hundreds of staff hours a month

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Completed project in just 6 months

“I think the goal and fear was, how is this bot going to affect our patients? Are our patients going to notice a difference and ask, “What is going on?” After all the testing and double-checking that CTG did, it was seamless.”

-  Becky Kilen-Carter, Manager, Privacy and ROI, Gundersen Health System

Challenge

Gundersen Health System – part of Bellin and Gundersen Health System, which is becoming Emplify Health – supports communities in the Midwest through patient-centric care, spanning 7 hospitals and 65 clinics. Previously, Gundersen staff manually verified patient identity in their electronic health record (EHR) system when patients sent messages or requested medical records through Epic’s MyChart. Gundersen recognized the need to save time, improve cost savings, and test new technology to increase efficiencies.

Solution

Gundersen, powered by CTG, opted to pilot the high-volume task of patient verification for automation. To achieve this, CTG created a HIPAA-compliant bot that cross-referenced patient messages and recorded requests with existing patient data in the EHR. Once a patient was verified using demographic identifiers, access permissions to MyChart were granted via automatic email notifications containing verification codes. 

Given the many anomalous situations that can arise during the patient verification process, the bot was trained to either handle or flag the following, among other scenarios: 

  • "Break the Glass” situations that necessitated record or care delivery before full verification
  • Access to information for patients such as infants, the elderly, and those with disabilities
  • Outdated records
  • Patients with multiple identities

Building Trust with "Human in the Loop"

During the first two weeks of the bot’s launch, it was instrumental for staff to monitor and approve its activities and to verify accuracy. This was achieved through a Human-in-the-Loop (HITL) approach that combines supervised and active learning, where people play a crucial role in both training and testing the algorithm. To address this, CTG incorporated bot-generated reports displaying which messages had been addressed and which had been flagged. This process was paramount to establishing trust and a framework for addressing any niche issues prior to the move to full automation. 

Outcome

After a two-week long HITL period, the bot was successfully transitioned to full automation. Since launch, patients have not flagged any treatment discrepancies when requesting access to MyChart records. As a result, more than 150 requests have been processed per week, freeing up hundreds of hours a month for staff to focus on higher-level tasks. 

Care to share?