{"id":606954,"date":"2025-12-04T20:51:59","date_gmt":"2025-12-05T04:51:59","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/the-power-of-integration-connecting-epic-with-the-contact-centre"},"modified":"2026-02-15T14:28:10","modified_gmt":"2026-02-15T22:28:10","slug":"the-power-of-integration-connecting-epic-with-the-contact-centre","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-power-of-integration-connecting-epic-with-the-contact-centre","title":{"rendered":"The Power of Integration: Connecting Epic with the Contact Centre"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=”” el_class=”d-none”]If you work in healthcare, chances are you know Epic*, the Electronic Health Records (EHR) giant that \u201c<\/span>runs the show<\/span><\/a>\u201d behind the scenes at many hospitals and health systems across the United States. In fact, more than<\/span> 325<\/span><\/a> million patients have a record in Epic, making it the go-to system for charting, documenting care and organising clinical data. <\/span>Epic is a powerful healthcare tool for healthcare providers.\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]This article was written by Fran Horner, <\/em>F<\/em>ounder and President of VoC Consulting Group, an independent contact centre consultant.<\/em><\/strong><\/p>\n

If you work in healthcare, chances are you know Epic*, the Electronic Health Records (EHR) giant that \u201c<\/span>runs the show<\/span><\/a>\u201d behind the scenes at many hospitals and health systems across the United States. In fact, more than<\/span> 325<\/span><\/a> million patients have a record in Epic, making it the go-to system for charting, documenting care and organising clinical data.<\/span><\/p>\n

Epic is a powerful healthcare tool, providing just some of the following as technology for healthcare providers<\/span>:<\/span><\/p>\n

Patient records management:<\/strong> Epic EHR is the central repository for patient information, including medical history, diagnoses, treatment plans and medications.<\/span><\/p>\n

Clinical documentation:<\/strong> Healthcare providers use Epic to document patient encounters, including progress notes, assessments and orders.<\/span><\/p>\n

Workflow optimisation:<\/strong> Epic automates many clinical and administrative tasks, such as scheduling, billing and order entry \u2014 leading to improved efficiency.<\/span><\/p>\n

Clinical decision support:<\/strong> Epic provides tools and resources to support clinical decision-making, such as alerts, reminders and guidelines.<\/span><\/p>\n

Data analysis and reporting:<\/strong> Epic offers robust analytics and reporting capabilities, enabling organisations to monitor performance, identify trends and improve quality of care.<\/span><\/p>\n

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.<\/span> Lisa Griffin<\/span><\/a>, MBA, CCCM, Chief Consumer Officer, Consumer Experience and Patient Access at University Hospitals shared her perspective in a\u00a0<\/span> Becker\u2019s Healthcare Podcast<\/span><\/a> saying, \u201cOne of our goals is driving operational efficiency, making sure that we leverage analytics and any actionable insights from tools lie our launch of Epic.\u201d<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Healthcare Has Changed \u2014 So Have Expectations<\/span><\/h2>\n

Today\u2019s patients don\u2019t want to feel like they\u2019re stuck in a maze just to receive care. They want the same kind of seamless, personalised experience they get from their favorite retail brands or streaming services. In fact,<\/span> 80%<\/span><\/a> of consumers say they want easier access to healthcare services and information digitally \u2014 on par with industries like banking and travel.<\/span><\/p>\n

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

Payors are trying to step up too \u2014 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.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

What Happens Without Orchestration?<\/span><\/h2>\n

Healthcare orchestration refers to patient care delivery, focusing on optimising 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.\u00a0<\/span><\/p>\n

When systems don\u2019t communicate effectively, fragmentation causes gaps \u2014 missed follow-ups, delayed diagnoses and incomplete data. It\u2019s not just inconvenient; it can lead to patient safety issues. <\/span><\/p>\n

Orchestration<\/a> reduces confusion, frustration, and feelings of neglect. Equally important, it supports the care team, so they don\u2019t have to jump between systems, trying to piece together the patient\u2019s story.<\/span><\/p>\n

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.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

What Changes When You Focus on the Patient Journey?<\/span><\/h2>\n

Connecting Epic to a modern customer experience platform helps everyone get on the same page \u2014 both literally and figuratively. Patient journey management involves orchestrating end-to-end experiences<\/a> that align with real patient needs while driving meaningful business outcomes.\u00a0<\/span><\/p>\n

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\u2019s how it helps:<\/span><\/p>\n

For Patients It Means Holistic Care<\/h4>\n

Everything in one place:<\/strong> Appointments, reminders, lab results and education \u2014 no more hunting across portals or playing phone tag.<\/span><\/p>\n

Faster, smoother access:<\/strong> Clear instructions, helpful nudges and self-service options mean less waiting and fewer surprises.<\/span><\/p>\n

More personalisation:<\/strong> Messages and care plans that actually feel tailored to them \u2014 not just another generic email.<\/span><\/p>\n

Real-time support:<\/strong> With integrated chat, AI-powered answers and live help when needed, patients get answers fast \u2014 right from their phones.<\/span><\/p>\n

For Providers It Means Continuity of Care<\/h4>\n

Less admin, more care:<\/strong> Automations and streamlined workflows minimize manual tasks, allowing more time for what truly matters.<\/span><\/p>\n

Better engagement:<\/strong> Patients arrive informed and on time and genuinely follow up on next steps.<\/span><\/p>\n

Stronger relationships:<\/strong> When communication flows efficiently, trust develops \u2014 and that can lead to improved outcomes.<\/span><\/p>\n

Smarter insights:<\/strong> When Epic data integrates with engagement tools, providers can identify trends, detect risks and intervene sooner.<\/span><\/p>\n

For Payors It Means Better Outcomes<\/h4>\n

Better visibility:<\/strong> Real-time data sharing facilitates quicker approvals, streamlines care management and can reduce delays.<\/span><\/p>\n

Smarter collaboration:<\/strong> There are\u00a0easier ways to partner with providers and members throughout the care journey.<\/span><\/p>\n

Efficiency gains:<\/strong> More proactive care leads to fewer ER visits and unnecessary procedures.<\/span><\/p>\n

Improved satisfaction:<\/strong> When members feel seen, heard and supported, it reflects in loyalty, outcomes and even member retention.<\/span><\/p>\n

For Care Teams It Means Improved Patient Engagements<\/h4>\n

Everyone\u2019s in the loop:<\/strong> Front desk staff, nurses, specialists \u2014 all collaborate from the same playbook.<\/span><\/p>\n

Clearer communication:<\/strong> Alerts and insights appear when and where they\u2019re needed.<\/span><\/p>\n

Less burnout:<\/strong> When technology genuinely helps, people feel supported \u2014 not overwhelmed.<\/span><\/p>\n

More time for patients:<\/strong> Integration relieves teams from screen overload, allowing them to focus on what they do best \u2014 caring for people.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Your Contact Centre Is Your Key to the Patient Experience<\/span><\/h2>\n

The contact centre is the core<\/a> of patient experience because it serves as the primary point of contact between patients and the healthcare organisation, influencing the patients\u2019 overall perception and satisfaction. Through consistent and efficient handling of interactions (calls, texts, emails and more), contact centres can significantly affect patient satisfaction and build strong patient\u2011provider relationships. The contact centre can:<\/span><\/p>\n