CUSTOMER SUCCESS

Founded in New York in 1916, this trusted health care provider is a non-profit organization that delivers reproductive health care, sex education, and information to millions of teens, parents, and educators worldwide. This organization also specializes in advocacy, communications, and protects the health and safety of women everywhere.

Fast Facts:

  • 2.4M Patients
  • 600+ Clinics
  • 5,000+ Employees
  • HQ: New York, NY

Setting the Stage

In 2019, the non-profit established a Clinical Health Network (CHN). A key initiative of the CHN was to act as a managed services provider for the organization by providing front- and back-end services to all members. To make its services (inbound/outbound communications and Epic workflows) available to members, the CHN needed to set up a communication platform.

The Clinical Health Network purchased a combined UCaaS and CCaaS solution from RingCentral, which was already a reference provider to several chapters of the organization. The goal was to integrate the combined communication platform with the organization’s existing Epic EHR system. However, the communication platform was missing the EHR component the health care provider needed.

Streamlining Epic Workflows with the Acqueon Epic EHR Integration

As a reseller of NICE CXone, RingCentral was given access to Acqueon’s portfolio and pulled our team into the sales process. Acqueon is widely regarded as the most advanced and capable outbound dialer among enterprise contact center and CX leaders. However, the platform’s capabilities extend far beyond its preview, predictive, and progressive dialing strengths.

In this instance, CHN was particularly interested in Acqueon’s Epic EHR Integration. CHN wanted to be an early adopter and was attracted to the Epic EHR Integration’s streamlined workflows. Acqueon’s ability to expand on the supported workflows to include Prescription Refills, Nurse Triage, and Referrals while showing a path to patient self-service was a key selling point.

Integrating the existing Epic EHR system with the communication platform would allow CHN members to easily access these four powerful workflows:

Scheduling Workflow

Schedule, reschedule, or cancel appointments; Patients can schedule appointments with an agent or use self-service.

Referral Workflow

Patients are forgetful! Now, agents can help patients accomplish important referral tasks & schedule appointments.

Pharmacy Workflow

Agents can help patients fulfill new prescriptions or refills, send medications to the pharmacy, or have them delivered.

Triage Workflow

The Triage Workflow is virtual care at its best. Agents can automatically identify who’s calling, get a 360-degree view of the patient journey, and access family history, patient history, immunizations & medications.

Acqueon & RingCentral: Stronger Together

Integrating the Epic EHR system with the communications platform created an array of opportunities for CHN to optimize operations, reduce expenses, enhance efficiencies, and most importantly, improve the patient experience.

CHN also saw stand-out benefits, including:

  • Improved agility & ease of use due to single-screen access
  • No more missed appointments thanks to seamless scheduling workflows
  • Fast, significant improvements to revenue & staffing
  • Massively expanded IVR capabilities for customer self-service

See what the Acqueon Epic Connector can do for your hospital or health system.