CTG Improves Gundersen’s Patient Portal Support With Amazon Connect

Key Challenges

Lack of 24x7, streamlined patient portal support created delays and inefficiencies

High call volumes respatient frustration

Business Benefits

75% less time to train agents

>=80% of calls answered in 30 seconds

<5% of calls abandoned

Gundersen Health System

CTG was engaged by Gundersen Health System (Gundersen), a top U.S. healthcare system serving over 600,000 patients in more than 20 counties in the Midwest, to streamline its patient portal support system.

"CTG provided a seamless implementation from start to finish. From the exceptional communication amongst team members and excellent patient call/message response rate to the streamlined training to allow for a consistent user experience, we have high confidence in the work CTG does and how they work with our patients.”

- Enterprise Privacy Officer/Manager of Privacy, Gundersen Health System

Challenge

Gundersen Health System (Gundersen), a Midwest U.S. healthcare system serving 600,000 patients in more than 20 counties, did not have 24/7 coverage for patient portal support, resulting in patients calling medical records departments and doctors’ offices to get their healthcare information or simply having to wait. With the volume of calls and messages being hard to manage, they wanted to establish a more streamlined process to make it easier for patients to resolve portal issues over the phone at any time,
giving them quicker access to their information and increasing their satisfaction and engagement.

Solution

CTG presented an optimized management solution to Gundersen that uses Amazon Connect to quickly and easily route patient calls to CTG agents who are specifically trained to handle Epic MyChart patient portal concerns. By partnering with CTG, patients of Gundersen now have a single number to call at any time for patient portal issues.

CTG integrated the Amazon Connect instance with Calabrio Workforce Management System, allowing Calabrio to analyze call arrival patterns to develop the correct staffing plan to meet the agreed-upon service-level agreements (SLAs). PowerBI was also integrated, which helped to automate the reporting of our performance metrics.

Using Amazon Connect reduces the time it takes to train agents on the phone system by 75%; instead of two hours it now takes only 30 minutes. About 50 agents have been onboarded, which adds up to 4,500 minutes of saved training time, allowing agents to start addressing patient issues faster.

Since March 2022, CTG has provided patients of Gundersen with high-quality, streamlined patient portal support. Our agents help them resolve issues quickly so they can access the information they need and have a better user experience. Month-over-month, we have consistently met the SLAs, including:

>=80% of calls answered in 30 seconds
<5% of calls abandoned

Ready to Modernize Your Service Desk?

With CTG and Amazon Connect, you can streamline healthcare communication, empowering agents and enhancing patient experiences through AI-powered efficiency. You can learn more in our e-book, "Modernizing the healthcare contact center."