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 their 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 faced the challenge of limited patient portal support, causing delays in healthcare information requests. To improve the process and make it easier for patients to resolve portal issues over the phone, 24x7, Gundersen sought to establish a more streamlined and efficient method of managing the volume of patient calls and messages.

 

SOLUTION

CTG implemented an optimized management solution using Amazon Connect to bridge the gap in support. This solution connects patients with CTG agents who are specifically trained to handle Epic MyChart concerns, providing a single point of contact for patients to call for assistance at any time. By streamlining the process for addressing patient portal issues over the phone, patients now have access to high-quality support and an improved user experience.

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