Cheers: The CRM for Healthcare
Providing your patients with a warm, tailored, and meaningful experience can help improve care outcomes and encourage them to return in the future. With Epic’s CRM application, Cheers, you can holistically understand your patients and consumers, connect them with care, and personalize future interactions.
Close Care Gaps and Keep Patients Healthy
Cheers can help your contact center agents make the most of each interaction, using opportunities to proactively identify and address important health maintenance tasks that patients might not have on their radar.
Close Care Gaps and Keep Patients Healthy
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Attract New Patients
Prospective patients can complete forms on your website to express interest in your services, such as neurology or orthopedics. Cheers can then automatically follow up, helping bring new patients into your organization. In addition, Cheers can identify existing patients who are candidates for new services or who might be interested in new locations and share those opportunities with them.
Attract New Patients
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Track Engagement and Outcome Metrics
As you contact patients through Cheers, you can track each step of the engagement journey, including message open and click rates. You can also track outcomes such as appointments scheduled and completed as a result of a campaign, patients who are diagnosed based on preventive screenings, and revenue generated from that care.
Track Engagement and Outcome Metrics
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Understand Patients and Provide a Consistent Experience
The people who answer the phones in your call center are often the first point of contact for new patients, leaving a lasting impression. The Cheers – Call Management module helps by providing information on callers’ past interactions with your organization, helping your staff have a more personalized, informed conversation about topics ranging from scheduling appointments to billing questions.
Understand Patients and Provide a Consistent Experience
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Help Patients Find Providers
When patients call the clinic or call center to change their PCP, find a provider who is accepting new patients, or understand which providers are available in which locations, staff can use Epic’s Provider Finder feature to locate providers and their contact information.
Help Patients Find Providers
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Help Call Center Staff Keep Requests Moving
Cheers includes a number of tools to help call center staff and their managers make sure that patient communications are routed to the correct department or clinician, that patients get responses in a timely manner, and that issues are closed promptly and with the appropriate follow-up.
Help Call Center Staff Keep Requests Moving
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Prioritize Outreach and Effectively Strategize
Prioritize which leads to reach out to first, ensuring a campaign reaches its most critical leads. To make sure your organization has enough resources to accommodate all of your leads, tailor campaigns to dynamically change population size based on upcoming appointment availability.
Prioritize Outreach and Effectively Strategize
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For one patient, the time from text message to completed eye exam was just 45 minutes. The patient was across the street from his clinic getting coffee when he got the message. He noticed there was an open appointment time in 20 minutes. He walked across the street and got the exam he needed. It can be that fast from campaign to completion.
—Tarun Kapoor, MD, Senior Vice President and Chief Digital Transformation Officer at Virtua Health
One Place for Over One Million Calls: Centralizing Communication with Epic's Healthcare CRM
Yale New Haven Health System’s call center provides a single point of entry for both new and established patients. Using Epic’s healthcare CRM, Cheers, it personalized the caller experience and activated over 9,000 patients on MyChart in under five months.
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Closing Care Gaps: Scheduling Thousands of Mammograms Through Automated Outreach
To get back on track with routine breast cancer screening after the COVID-19 pandemic, Community Health Network and Froedtert Health used automated outreach campaigns that increased response rate and saved staff time. Combined, the campaigns resulted in over 4,500 people receiving a mammogram, with breast cancer identified in 27 of those individuals.
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From 'Me' to 'We:' Creating One Atrium Health with a Centralized Call Center
"Patients used to have an allegiance to a particular physician or practice, so they had more tolerance for long wait times or 'the way my doctor does things.' Now, patients don't have that level of tolerance. They expect good customer service because that’s what they get in other areas of their life. The patient doesn't see us as 'Atrium pediatrics' or 'Atrium family medicine'—they see the whole organization as 'Atrium Health,' one single entity, and they want us to see ourselves that way, too."
Read the full article on EpicShare →
Closing Preventive Care Gaps and Improving Population Health with Automated Outreach
Healthcare organizations are using automated outreach to connect with patients with preventive care gaps. Scripps Health and the Franciscan Missionaries of Our Lady Health System gave flu shots to tens of thousands more people; Santa Clara Valley Medical Center Hospital and Clinics provided pediatric immunizations to 1,000 kids; and UTHealth Houston helped prevent cancer by administering HPV vaccines to over 700 children and teens.
Read the full article on EpicShare →
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