CTG Improves Healthcare System's Patient Portal Support with Amazon Connect

Key Challenges

Urgent need for additional phone support to manage high patient call volume during the transition to a new EHR system, with less than three weeks until go-live

Business Benefits

Successfully set up support system to meet go-live deadline

1 phone number for all portal issues

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

Challenge

The client, a regional healthcare system employing more than 12,000 people, was less than three weeks from the go-live of their new electronic healthcare record (EHR) system when they realized they needed additional phone support for patients who would call with requests to transition to the new EHR. They needed a partner who could quickly stand up a support system to handle the increased volume of patient requests and issues.

Solution

CTG leveraged Amazon Connect to help the client stand up an Epic MyChart patient portal phone support program prior to the EHR go-live. Our agents helped patients easily transition to the new EHR and resolved portal issues quickly so they could access their information, increasing satisfaction.

The optimized management solution presented used Amazon Connect to quickly and easily route patient calls to CTG agents, who were specifically trained to handle MyChart patient portal concerns, via a single phone number. We also implemented a chat feature that allowed patients to communicate with support agents via this additional channel, giving them more flexibility.

CTG onboarded agents quickly and built call flows for the new phone queue. In most traditional on-premises phone systems, that would be a challenge due to the level of effort needed to build out the call flows and the licensing needed to handle the additional agents. With Amazon Connect, it only took a few hours to claim a new phone number and build and test the workflow. There were no additional capital costs to license new agents to support the client.

Additionally, CTG integrated the Amazon Connect instance with Calabrio Workforce Management System so call arrival patterns from Amazon could be analyzed by Calabrio to develop the correct staffing plan to meet the agreed-upon service-level agreements (SLAs). Integrations with PowerBI were also developed, which helped automate the reporting of our performance metrics.

CTG was able to meet the deadline for having agents onboarded, trained, and ready to take calls, and delivered a successful go-live. Since the beginning of the engagement in January 2022, CTG has 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."