Integrating EHRs With Your Contact Centre Platform

Jim Burke at Talkdesk shares insights on integrating EHRs with healthcare contact centre platforms.

Connecting to vital patient data helps deliver more efficient and more personal interactions.

Healthcare contact centres are the entry point for the vast majority of patient interactions, so helping patients through complex interactions like managing a referral or rescheduling appointments is vital to patient experience. A negative experience here often results in poor overall patient satisfaction.

Patients frequently complain about frustrating and unhelpful interactive voice response (IVR) systems. When they do finally speak with an agent, having an unpersonalized or repetitive interaction drags the experience down even further.

This is critical because, according to Talkdesk Research’s ‘The patient experience (PX) revolution in healthcare’ report, 75% of patients reported they are more loyal to providers that invest in improving patient experience.

That’s why modern healthcare contact centres leverage better technology and more patient-centric processes that lead to personalized, convenient, and contextualized experiences.

One way leading health systems achieve this is through the integration of their contact centre with EHR systems. This integration provides agents access to critical information right at the tips of their fingers and directly within the contact centre application.

Whether scheduling appointments, addressing clinical questions, after-visit follow-ups, billing, prescription refills, or claims, an EHR integration with the contact centre helps streamline patient communications in a meaningful and effective manner.

Talkdesk integrations help deliver better operational and patient satisfaction outcomes:

• Patient data, flags, and appointment information is visible in the Talkdesk Workspace, improving agents’ access to information and allowing them to provide better patient service.
• Patient journeys are more connected and create a seamless experience.
• Agents finally get a complete picture of each patient, with information available as soon as calls come in so they can address issues in context and deliver a personalized experience.
• Because conversations are contextualized and simplified, agents can achieve faster call resolution.