A healthcare organization's contact center is the primary source of contact with a patient, so an efficient, seamless patient experience should be a top priority. Because access to patient data is required to handle calls, this requires contact center agents to move between their call center dashboard and the EHR system in order to address patient needs. Naturally, this bumps up the average call time and creates inefficiencies and inaccuracies within the contact center.

But what if your EHR system integrated with your contact center application?

With Cisco it is possible for you integrate your EHR system with your contact center agent dashboard, making it possible for agents to access patient information from a single pane of glass without needing to switch between different windows or applications. This increases efficiency by immediately providing the call agent with a 360° view of the patient chart, decreases the average call handle time, which in turn decreases patient queue times, and increases both patient and agent satisfaction.

Here are four reasons why you should consider an EHR integration for your contact center:

1. Faster Access to information

By integrating EHR data into the agent’s contact center view, agents can quickly access patient data and provide more personalized support from a single pane of glass. This minimizes the amount of time agents spend switching between tools, reduces call handling times, and improves the overall customer experience.

2. Increased Patient Safety

With easy access to patient EHR data, agents can easily use the consult feature to contact medical providers to assist in providing medical care such as pharmaceutical refills and appointment scheduling. This can increase access to care by reducing potential risk from medication interactions and avoiding reschedules.

3. Better Quality of Care

When EHR data is immediately available to a contact center agent, healthcare organizations can provide a more coordinated and seamless patient experience. This helps to improve overall quality of care, drives better patients outcomes, and increases patient satisfaction.

4. Enhanced Compliance

By having EHR data accessible through the agent dashboard, healthcare organizations can ensure that agents are providing accurate, compliant, secure information to patients in line with regulatory requirements set out by HIPPA and other governing bodies. This helps to reduce the risk of regulatory violations and associated penalties.

EHR integrations are helpful tools that increase efficiency and reduce cost for your healthcare organization. Webex contact center with EHR integration is a robust, powerful, cloud based solution for your call center.

If you are interested in learning more about integrating your EHR system with your contact center, or want to know what a cloud based contact center could do for you and your organization, then reach out to sales@telcion.com and our Healthcare Technology Consultant will give you more information.