The Power of Integration: Connecting Epic with the Contact Center

This article was written by Fran Horner, Founder and President of VoC Consulting Group, an independent contact center consultant.

If you work in healthcare, chances are you know Epic*, the Electronic Health Records (EHR) giant that “runs the show” behind the scenes at many hospitals and health systems across the United States. In fact, more than 325 million patients have a record in Epic, making it the go-to system for charting, documenting care and organizing clinical data.

Epic is a powerful healthcare tool, providing just some of the following as technology for healthcare providers:

Patient records management: Epic EHR is the central repository for patient information, including medical history, diagnoses, treatment plans and medications.

Clinical documentation: Healthcare providers use Epic to document patient encounters, including progress notes, assessments and orders.

Workflow optimization: Epic automates many clinical and administrative tasks, such as scheduling, billing and order entry — leading to improved efficiency.

Clinical decision support: Epic provides tools and resources to support clinical decision-making, such as alerts, reminders and guidelines.

Data analysis and reporting: Epic offers robust analytics and reporting capabilities, enabling organizations to monitor performance, identify trends and improve quality of care.

Epic also facilitates appointment scheduling, billing and revenue cycle management, lab integration and results, e-prescriptions, a patient portal (MyChart), and now artificial intelligence (AI) and machine learning. Lisa Griffin, MBA, CCCM, Chief Consumer Officer, Consumer Experience and Patient Access at University Hospitals shared her perspective in a  Becker’s Healthcare Podcast saying, “One of our goals is driving operational efficiency, making sure that we leverage analytics and any actionable insights from tools lie our launch of Epic.”

Healthcare Has Changed — So Have Expectations

Today’s patients don’t want to feel like they’re stuck in a maze just to receive care. They want the same kind of seamless, personalized experience they get from their favorite retail brands or streaming services. In fact, 80% of consumers say they want easier access to healthcare services and information digitally — on par with industries like banking and travel.

At the same time, healthcare providers are stretched thin. One in five healthcare workers has left their jobs since the pandemic began, and burnout remains a top concern across the industry.

Payors are trying to step up too — playing a bigger role in care coordination and striving for better outcomes at lower costs. Everyone is working hard. But without the right tools in place, things can still feel disconnected.

What Happens Without Orchestration?

Healthcare orchestration refers to patient care delivery, focusing on optimizing patient experiences and outcomes by efficiently managing patient flow, workflows and data across different healthcare settings and providers. Having a comprehensive platform that orchestrates various aspects of healthcare delivery, from patient care to administrative and financial processes, ultimately improves efficiency, patient outcomes and the overall healthcare experience. 

When systems don’t communicate effectively, fragmentation causes gaps — missed follow-ups, delayed diagnoses and incomplete data. It’s not just inconvenient; it can lead to patient safety issues.

Orchestration reduces confusion, frustration, and feelings of neglect. Equally important, it supports the care team, so they don’t have to jump between systems, trying to piece together the patient’s story.

Patients want providers to spend more time talking to them and less time clicking through screens. They expect easy access to health information, scheduling appointments and communicating with providers to improve engagement and self-management. This becomes achievable when your EHR connects to a customer experience platform.

What Changes When You Focus on the Patient Journey?

Connecting Epic to a modern customer experience platform helps everyone get on the same page — both literally and figuratively. Patient journey management involves orchestrating end-to-end experiences that align with real patient needs while driving meaningful business outcomes. 

By focusing on the entire journey rather than fragmented interactions, healthcare can uncover new opportunities for growth and create much stronger connections between patients and providers. Here’s how it helps:

For Patients It Means Holistic Care

Everything in one place: Appointments, reminders, lab results and education — no more hunting across portals or playing phone tag.

Faster, smoother access: Clear instructions, helpful nudges and self-service options mean less waiting and fewer surprises.

More personalization: Messages and care plans that actually feel tailored to them — not just another generic email.

Real-time support: With integrated chat, AI-powered answers and live help when needed, patients get answers fast — right from their phones.

For Providers It Means Continuity of Care

Less admin, more care: Automations and streamlined workflows minimize manual tasks, allowing more time for what truly matters.

Better engagement: Patients arrive informed and on time and genuinely follow up on next steps.

Stronger relationships: When communication flows efficiently, trust develops — and that can lead to improved outcomes.

Smarter insights: When Epic data integrates with engagement tools, providers can identify trends, detect risks and intervene sooner.

For Payors It Means Better Outcomes

Better visibility: Real-time data sharing facilitates quicker approvals, streamlines care management and can reduce delays.

Smarter collaboration: There are easier ways to partner with providers and members throughout the care journey.

Efficiency gains: More proactive care leads to fewer ER visits and unnecessary procedures.

Improved satisfaction: When members feel seen, heard and supported, it reflects in loyalty, outcomes and even member retention.

For Care Teams It Means Improved Patient Engagements

Everyone’s in the loop: Front desk staff, nurses, specialists — all collaborate from the same playbook.

Clearer communication: Alerts and insights appear when and where they’re needed.

Less burnout: When technology genuinely helps, people feel supported — not overwhelmed.

More time for patients: Integration relieves teams from screen overload, allowing them to focus on what they do best — caring for people.

Your Contact Center Is Your Key to the Patient Experience

The contact center is the core of patient experience because it serves as the primary point of contact between patients and the healthcare organization, influencing the patients’ overall perception and satisfaction. Through consistent and efficient handling of interactions (calls, texts, emails and more), contact centers can significantly affect patient satisfaction and build strong patient-provider relationships. The contact center can:

• Act as a first point of contact and the bridge to care: The contact center is often the first interaction a patient has with a healthcare provider, shaping their initial impression. It acts as a bridge, connecting patients with resources and specialists within the organization. 
• Enhance the patient experience: The contact center enhances the patient experience through timely responses of inquiries, appointments and other requests, leveraging patient data to provide specific information and empathetic communication.
• Facilitate seamless care: Helps to make care more seamless through appointment scheduling, real-time updates for patients and coordination of care, which helps coordinate referrals to ensure continuity of care.  
• Build trust and loyalty: By prioritizing patient needs and providing a positive experience, contact centers can help build trust and loyalty between patients and healthcare providers. A positive interaction can create a sense of value and reassurance, encouraging patients to return for future care. Having the “forever” patient is the ultimate objective.
• Provides feedback and improve services: Contact centers can collect valuable feedback from patients, including performance metrics and conversations, to improve and enhance the organization’s services.
  

The contact center isn’t just a point of contact; it’s a critical hub for delivering quality patient experiences. By focusing on timely responses, personalized services and empathetic communication, contact centers can significantly impact patient satisfaction, build trust and ultimately improve healthcare outcomes.

Bringing It All Together

Epic is a powerful system. When it’s combined with a modern customer experience contact center platform like Genesys Cloud, it becomes unstoppable. That’s how you create a better experience — not just for patients, but for the entire care ecosystem. There are fewer gaps, more connections, and a healthcare experience that feels a little more human.

Learn more about Health CX, integrated with Epic, to learn how your healthcare organization can deliver a better patient experience while maintaining compliance and improving outcomes.

*Epic and MyChart are registered trademarks of Epic Systems Corporation.