Intermedia Contact Center with Epic Care

Key features:

• Expedited Patient Verification and Call Resolution with Patient Assist: Patient Assist automatically looks up a patient’s caller ID connected to their record in Epic and pops up a dashboard with relevant patient information. Quickly view additional members in household, outstanding bills, prescriptions, and other information to streamline patient care.
• Inbound Self-Service Voice with Patient Engage: Deflect inbound calls using Intermedia’s Interactive Voice Response (IVR). IVR uses input supplied by the patient (patient ID, date of birth, etc.) to look up information with Epic and fulfill simple patient requests like bill payments, appointment setting, and prescription refills.
• Automated outbound notifications with Patient Notify: Eliminate time-consuming outreach efforts by automatically sending voice, text, and email notifications based on real-time EHR events such as upcoming appointments, prescription refills, and outstanding bills. Allow patients to respond to notifications with a simple confirmation or let them connect to a member of your healthcare organization.

Benefits:

• Streamline communications: Get instant access to patient health records, important information faster, and patients ultimately get better care.
• Greater convenience: Allow patients to quickly fulfill simple tasks themselves without talking to a healthcare employee using self-service options.
• Increase productivity: Save time spent on patient verification, simple tasks, and patient outreach using workflow automation.
• Increase revenue: Use automated notifications to remind patients of upcoming appointments and outstanding bills to reduce no-shows and expedite payment.
• Secure communications: By complying with HIPAA guidelines, our solution offers the confidentiality of patient information and adheres to healthcare regulations. Intermedia can execute Business Associate Agreement upon request to address HIPAA compliance.