“When a patient calls a contact center with a question, wouldn’t it be great if their contact center agent already knew their name, the reason they were calling and key elements of their medical record without having to spend time asking questions or drilling into multiple applications.”

Patient Assist delivers by:

  • EHR to contact center integration
  • Automation of workflows by simplification identification, authentication, and triage
  • Drives quick action for speed to care
KEY FEATURES
  • EHR Integration
  • Patient Identification / Authentication
  • Patient detail dashboard (demographics, appt detail, medications, bill detail, history, etc.)
  • Patient Geolocation
  • Patient Appointments
  • Patient Insurance Verification
  • Click to Call | Chat | Video from EHR
  • Screen pop to EHR
  • Channel Agnostic
WORKFLOW
  • Patient Appointment Scheduling
  • Patient Bill Payment
  • Patient Pharmacy Refills
  • Patient Nurse Triage
  • Patient Order Management
  • Patient Referral Management
COMPATIBILITY
  • Integrates with Epic, Cerner, and other EHRs
  • Integrates with Amazon Connect, Cisco & Five9 contact centers
  • Integrates with Calabrio
  • Integrates with SalesForce, ServiceNow & other CRMs
  • PCI Compliant
Agent performs quick action by context syncing with EHR.
Patient calls contact center directly or after IVR experience.
Patient information is auto-detected when a call is delivered to agent.
Agent identifies, verifies, and receives a 360º view of patient record.
Agent performs efficient triage to detect intent for the call.

Operational Efficiencies ▼


Decrease no-shows, Cancellations & Readmissions


Improve Medication Adherence


Improve Revenue Cycle & Financial Operations


Improve Referral Management

Patient Experience ▼


Provide proactive notifications supporting better control of care activities


Proactively provide
self-service options to patients


Improved access and speed to care

Organizational Objectives ▼


Improve Patient Engagement and Loyalty


Establish Metrics for Business Decisions


Flexibility to expand to additional workflows

SUCCESS STORY

A midwestern health system was seeking a solution to improve patient experience for their Nurse Triage service line leveraging their contact center and Epic EHR

BUSINESS OBJECTIVE:
To increase patient intake, reduce abandon rates, decrease handle times, and offer self-service option.

SPINSCI SOLUTION:

Provided an integration of Epic & the health system’s contact center through a patient detail dashboard for easy identification & verification with context management to Epic.