Introducing EHRConnect® Switchboard: A Smarter Way to Connect with Care

EHRConnect®, powered by EDCi, is a leading EHR contact center integration designed specifically for healthcare providers. With over a decade of experience, it streamlines patient engagement by embedding real-time data from systems like Epic into workflows, automating tasks like appointment scheduling, billing, and outreach campaigns.

At EDCi, we believe that every connection in healthcare should be simple, secure, and meaningful. That’s why we are excited to introduce Switchboard, a new feature within EHRConnect designed to transform how hospitals handle incoming calls. From loved ones reaching out to patients, to departments coordinating care across facilities, EHRConnect Switchboard provides a faster, simpler way to connect while easing workload on hospital staff.

EHRConnect’s Switchboard is more than just a call routing tool – it’s a thoughtful solution built with empathy for both patients and staff. By combining advanced bot flows, intelligent call routing, and deep integration with hospital systems like Epic, Switchboard ensures that every call is answered quickly, routed accurately, and handled with the highest levels of privacy

Whether a grandmother calls to check on her grandson in recovery or a nurse needs to transfer critical information to another department, Switchboard delivers a seamless, consistent experience. This results in happier patients and families, reduced staff burden, and operational cost savings—all while supporting growth across multiple hospital locations.

The Impact of Switchboard

Hospitals are busy places, staff are stretched thin, and patients deserve timely, compassionate communication. Switchboard helps by:

• Reducing Wait Times: Calls are routed automatically to the right room or department, minimizing delays.
• ‍Scaling Across Networks: Handles multi-hospital environments, inter-hospital transfers, and unique routing needs like VIP patient handling.‍
• Improving Efficiency: Automates routine call handling, deflecting common inquiries to self-service and freeing operators to focus on complex or urgent situations.‍
• Providing Security & Privacy: Protects sensitive patient information, automatically filtering and managing flagged or VIP patient calls to ensure confidentiality.‍
• Enhancing Patient & Family Experience: Reduces wait times, ensures accurate transfers, and delivers consistent service across locations.‍
• Increasing Cost Savings: Minimizes the need for large operator teams and reduces dependency on high-cost third-party systems like Spok.‍
• Delivering Business Value: This solution combines operational efficiency, patient satisfaction, and cost control into one that drives measurable ROI.

How It Works

EHRConnect Switchboard uses real-time ADT data from systems like Epic to guide calls to the right destination. If a patient’s room can’t be reached directly, the system transfers the call to a live operator. It’s smart, secure, and built for healthcare.

Key Features Include:

• ‍Self-Service Call Routing: Allows remote contacts to reach patients’ inpatient rooms without operator intervention‍
• Automated Call Handling: Uses IVR and bot flows to route calls based on the caller’s needs‍
• Integration with Existing Systems: Connects to systems like Epic and uses real-time hospital ADT data to ensure accurate, up-to-date routing‍
• Fallback Procedures: Transfers calls to live agents when patient data is unavailable‍
• Multi-Site Scalability: Supports multiple hospital locations, inter-hospital transfers, and specialized routing scenarios‍
• Enhanced Patient Privacy: Automatically manages VIP or flagged patient calls with controlled routing to protect confidentiality.

Ready to Learn More?

If you’re looking to improve communication, reduce costs, and deliver a better experience, EHRConnect’s Switchboard feature is ready to help. Reach out to our team of experts at EDCi to explore how this new feature can further support your goals.

Let’s make every call count – with empathy, efficiency, and excellence.