Our client is a large regional healthcare system that employs more than 12,000 people.
The client was less than three weeks from the go-live of their new electronic healthcare record (EHR) system when they realized they needed additional phone support for patients who would call with requests to transition to the new EHR. They engaged CTG because they needed a partner who could quickly stand up a support system to handle the increased volume of patient requests and issues.
CTG leveraged Amazon Connect to quickly stand up an Epic MyChart patient portal phone support program prior to the EHR go-live. By routing patient calls to specifically trained agents via a single phone number and implementing a chat feature, patients now have access to high-quality support and an improved user experience.