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Meet your patients where they are with 24/7/365 answers to their portal questions - Nuance - Blog

Meet your patients where they are with 24/7/365 answers to their portal questions

As patients take increasingly active, hands-on roles in their healthcare—truly becoming part of the care team—they need immediate, reliable access to the medical records, test results, and care plans so they can continue to advocate for themselves.

With the Epic MyChart Patient Portal, healthcare organizations enable exactly that: secure, online, on-demand access to their health information. But as we have written over the last several weeks, it isn’t enough to simply turn on the portal and assume patients will have positive, engaging experiences that keep them coming back. From choosing the features that drive adoption to attaining and maintaining organizational buy-in, there can be a lot to manage—including, perhaps especially, the need and ability to resolve your patients’ questions in real-time.

Consider the patient who’s trying to log into their MyChart on Saturday evening and has forgotten their username and/or password and has been waiting for important lab results. Likewise, patients may have trouble navigating the self-service tools for refilling prescriptions or requesting appointments. They need to reach out to someone for support in that moment or chances are good that they’ll leave the site and not return, meaning your organization is less likely to achieve your meaningful use goals.

Thus, the focus of the final chapter in our series, “Making the most of your Epic MyChart Patient Portal,” is to answer this key question: how do you help your patients utilize MyChart whenever, wherever, they need help? The allure of a patient portal is its around-the-clock accessibility, but most IT departments are simply not structured to operate and respond to patients in this way.

The answer lies in a real-time, patient-centric support model. Supporting your patients in this way helps encourage adoption of the key features and builds confidence and trust in a well-defined patient portal and, by extension, your office. When you’re evaluating your options, look for a partner who becomes an extension of your own team and shares your view of patient care. In addition, look for a partner who:

  • Knows and understands Epic MyChart, through and through, and can help optimize the development of the patient portal to align with your patient engagement objectives.
  • Understands how to help build a successful cross-departmental committee and gain buy-in for maximum results
  • Acts as an extension of your organization’s patient-centric culture to help navigate billing, prescription refills, e-Visits, eCheck-in processes, and more
  • Provides certified, bilingual representatives to resolve your patients’ inquiries through omni-channel communication 24/7/365
  • Can organize, manage, and support customized outreach campaigns to your patients to help make the most of your investment
  • Resolves patients’ questions quickly and successfully: within an average of 60 seconds on the phone, and in less than two hours via email

Healthcare is, and always will be, personal. When we have questions about our health, we need answers urgently, and not just during “normal” business hours. Make the most of your Epic MyChart patient portal investment by meeting your patients where they are with timely, effective support as they navigate the valuable tools you’ve given them. At the end of the day, you’ll create happier, healthier patients who are actively engaged in their care.

Learn more about the Nuance Epic MyChart Service Desk, and hear from our customer, Dr. Stephanie Lahr, CMIO from Regional Health, about how the service has improved their patients’ experience using, and adopting the patient portal.


Publish Date: August 21, 2019

2022 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

View more from Nuance

Recent Blog Posts:
Customer Success: 6 steps to make your customer touchpoints countSeptember 12, 2019
How Apple Business Chat can help enterprises with their call deflection goalsSeptember 10, 2019
Hear the Call for Help! How Siren Detection Can Make Your Car a Force for Good.September 9, 2019
Nuance IQ is back for the summerAugust 26, 2019
Meet your patients where they are with 24/7/365 answers to their portal questionsAugust 21, 2019
Contact center transformation pitfalls (and how to avoid them)August 8, 2019
Robots here, there and everywhere, and now in the officeFebruary 14, 2019
3 ways speech recognition helps in police incident reportingJanuary 22, 2019
Building trust with a virtual assistant voiceJanuary 22, 2019
Television viewing is no longer a one-way streetNovember 15, 2018

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