Academic Health System

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.


The health system wanted to cultivate a more engaged and informed patient community and improve patient experience through enhanced Epic MyChart patient portal support, which also had to meet the high volume of support for their many campuses and disciplines. They sought a partner to help them achieve this goal with a solution designed to meet their objectives by supplementing their current activities, methods, and tools with industry best practices.


CTG provides 24x7x365, single-point-of-contact Patient Portal Support for all MyChart patient calls and messages, delivering a scalable managed service. 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.

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.

Key results include: 

  • 13,000–19,000 contacts per month over the past 12 months
  • MyChart first contact resolution rates of 99.8%
  • Abandonment rate of <2% after 30-second threshold
  • 82.5% of calls answered within 30 seconds

Read the Full Case Study Here

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