Operator Workflow Solution

For Healthcare Provider Organizations

Operators play a vital role in Hospital Organizations and are the front line for a wide range of different inbound call workflows. Operators spend a lot of time identifying who they are speaking to, tracking the journey of the caller (patient, nurses, providers), looking up directory information, and taking action (transferring, paging, and securing text). SpinSci is pleased to offer an efficient call processing system that is integrated with Epic and other data sources to provide efficient telephony functions to the operators and better customer service for the patients, nurses, providers, etc.

SpinSci Solution

SpinSci provides an intuitive plug-and-play solution that natively integrates Cisco UC/Cisco Contact Center with the Epic to bring rich user experience to the operators for efficient call processing.

The following features are included:

  • Integrated EHR data via HL7 feed for quick access to inpatient directory
  • An integrated view of the Cisco UC functions for quick access to directory speed dials, corporate speed dials, and personal speed dials
  • An integrated view of Cisco UC functions to park a call, page and unpark the call
  • Integrated with Customer paging solution for one-touch paging based on the workflow
  • Integrated with secure texting platforms
  • Hot buttons for quick and easy one-step transfer or conferencing
  • Visual display of calls in the queue with call data to cherry-pick calls and park calls
  • Alerting respective nurses and clinicians around a Code Blue or Code STEMI
  • Integrate with On-call scheduling system to consolidate the UI experience
  • Automation Patient identification via Epic APIs
    Out of box reporting with Cisco

Why SpinSci

The following features are included:

  • Fully integrated solution with Cisco and Epic
  • Easy deployment with a robust middleware architecture that is scalable to growing business needs
  • Simple and easy UI experience that is native to Cisco Contact Center (Cisco Finesse)
  • Configuration-driven with an opportunity to customize for growing business needs