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Patients interact through contact centers, self-service tools, virtual agents, voicemail, and outbound outreach every day.
When those interactions never reach Epic, staff start without the full picture and patients are often asked to repeat themselves.
Patients interact through self-service tools, contact centers, virtual agents, voicemail, and outreach campaigns. The challenge is ensuring those interactions remain connected.
Help care teams access more of the patient's communication history.
Support automation of encounter creation for approved workflows.
Reduce communication gaps between patient-facing teams.
Use encounter information to support downstream workflows.
Failed self-service request → Agent → Encounter → Epic
Voicemail → Transcript → Encounter → Follow-Up
Conversation → Summary → Encounter → Epic
Outreach Activity → Encounter → Care Team Visibility
Recent encounter information can support more informed routing decisions when patients contact your organization again.
Use encounter history to understand what recently happened before routing begins.
Give workflows access to existing context instead of asking patients to explain everything again.
Route callers based on recent activity, workflow requirements, and customer-defined rules.
We'll review one workflow, identify where context may be getting lost, and explore how Encounters can support a more connected patient journey.
Talk With An Expert
Patients interact through contact centers, self-service tools, virtual agents, voicemail, and outbound outreach every day.
When those interactions never reach Epic, staff start without the full picture and patients are often asked to repeat themselves.
Patients interact through self-service tools, contact centers, virtual agents, voicemail, and outreach campaigns. The challenge is ensuring those interactions remain connected.
Help care teams access more of the patient's communication history.
Support automation of encounter creation for approved workflows.
Reduce communication gaps between patient-facing teams.
Use encounter information to support downstream workflows.
Failed self-service request → Agent → Encounter → Epic
Voicemail → Transcript → Encounter → Follow-Up
Conversation → Summary → Encounter → Epic
Outreach Activity → Encounter → Care Team Visibility
Recent encounter information can support more informed routing decisions when patients contact your organization again.
Use encounter history to understand what recently happened before routing begins.
Give workflows access to existing context instead of asking patients to explain everything again.
Route callers based on recent activity, workflow requirements, and customer-defined rules.
