Integrating EHRs with your healthcare contact center platform for seamless patient experiences
By Jim Burke
0 min read
Connecting to vital patient data helps deliver more efficient and more personal interactions.
Healthcare contact centers 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 a Talkdesk Research™ 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 centers 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 center with EHR systems. This integration provides agents access to critical information right at the tips of their fingers and directly within the contact center application.
