Better Healthcare Interactions Start with Proper Orchestration!

Native workflow integration driving over 70M+ annual EHR interactions

System of Orchestration

Orchestration enables the front-office staff and clinicians with real-time access to patient records every time a patient makes a call.

EHR to contact center integration
Automation of patient access workflows
Quick action for speed to care
A 360º view of the patient
Real-time EHR integration eliminating delays
Omni-channel self-service (Voice | Text | Chat)
Automation of workflows driving speed to care
Delivering patient reminders and notification triggered by real-time EHR events
Integrating with contact centers for high touch encounters as needed
Driving quick action and speed to care

Patient Engage

Patient Assist

Patient Notify

Patient Engage meet the ever changing needs of patients by integrating key systems directly into their communications

Patient Assist provides high touch assistance with contact center integration to EHR. By delivering critical info to agents, our solution allows them to save time and increase speed to care

Patient Notify increases patient loyalty and rentention. How? Eliminating wait times associated with record lookups boosts patient satisfaction. Patients will appreciate the value you place on their time

doctor handshake with a patient at doctors bright modern office in hospital

Enhanced User Experience

Patients want self-service allowing them
to participate in their own workflows
Patients want a high touch experience
Providers want to Increase Patient Loyalty and Retention

Ask yourself

A journey of a thousand miles begins with a single step. Changing and improving your PX begins with 6 Questions.

Speak to an Expert

How are you coping with call volume, call
deflection, and average handle time (AHT)
challenges that impact agent ability to
meet SLAs and resolve patient calls?
What’s your current rate of scheduling
no-shows and cancellations? Did you
know contact centers with real-time EHR
integration can improve your business
metric?
How is your referral to registration
workflow being tracked? Did you know
contact centers can play a big role in
creating a proactive engagement to
contain revenue leakage?
Hospital billing, Professional billing, or
Single Billing office – Did you know
Contact Centers can improve patient
financial operations by consolidating
patient bills for a contact center agent?
PCI compliance is top of mind for
Contact Center operations where credit
cards are processed by agents. Did you
know your contact centers can be free of
PCI sensitive data?
Automated pause and resume operations
during financial transactions is a manual
process and can jeopardize the
compliance guidelines. Did you know we
can automate the voice and screen
recordings natively from EHR (Epic)?

Prime puts it together

Prime combines the Virtual Call Center from Vonage with SpinSCI to leverage your EHR investment

Patient Engage Use Cases

Real-time Epic updates
Update EHR of patient actions such as confirming appointments, rescheduling, added to waitlist, and more.
Authenticating patients

Enable self-service functions within Patient Access workflows by authenticating patients via multi-factor authentication

Scheduling IVR
Enable patients to execute on Scheduling, Self-Service routines. Also, can enable Self-service options for registration and contactless check-in process

Empower Patients to execute self service routines

Provide self-service features for billing via voice, chat, and SMS (DTMF or NLU enabled-voice)
Pharmacy IVR
Self-service flows for a prescription refill with Epic Willow (Epic AppOrchard approved solution).

Patient Assist Use Cases

Identifying patient of interest

Using matching parameters (single match, multi match, no match or mis-match), agents can quickly identify the patient of interest
Caller source and subject matching
Not all the time is a patient calling in, easily verify whether a patient, provider, clinician, etc is calling and the seamlessly understand where the caller was trying to reach (source of the call.)

PCP Information
Easily pull up primary care provider information for patient of interest and have ability to verify insurance.

Patient Journey mapping
Have a wholistic view of past encounters with each patient (clinical and telephony.)

Context Management
Scree Pop into any Epic/EHR Module and
retain all essential context of patient
interaction

Patient Notify - Use Cases

Pharmacy and Billing notifications
Send bill reminder notification from Epic resolute or pharmacy prescription pickup notifications based on dispense codes in Epic
WAM (Willow ambulatory)
Real-time Patient appointment notifications
Enabled with direct integration to Epic Cadence and Epic Prelude/EHR
Easy-to-use Management Portal
SpinSci Web management portal offers pre-built campaigns with predefined rules and predefined messages for multi-language support.
Increase in digital usage with Patient Portal
Real-time notifications for users to sign up for mobile app (Patient Portal) for digital interaction
Engage with Patient via the right channel
All notifications are sent based on the channel that the patient listed as their preference inside of Epic/EHR
Virtual Check in and Registration
Integration with Epic DAR report for registration notification for contact-less check-in

Prime, Spinsci and Vonage Put it all Together!

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Better Healthcare Interactions Start with Proper Orchestration!

System of Orchestration

Patient Engage

Patient Assist

Patient Notify

Enhanced User Experience

Ask yourself

Prime puts it together

Patient Engage Use Cases

Patient Assist Use Cases

Patient Notify - Use Cases

Prime, Spinsci and Vonage Put it all Together!

Real Time Epic Updates

Authenticating Patients

Self Service Routines

Scheduling IVR

PCI Compliant Billing IVR

Pharmacy IVR

Caller Source and Subject Matching

Patient Journey Mapping

PCP Information

Context Management

Geolocation

Real Time Appointment Notifications

Virtual Check in and Registration

Pharmacy and Billing Notifications

Strategy Kit