A Multi-Site Primary Care Group Streamlines Its Contact Center with SpinSci Patient Assist

How a growing primary care group gave agents real-time patient context to reduce handle times, improve first-call resolution, and increase productivity.

A growing multi-site primary care group was managing increasing call volumes while agents manually searched the EHR for patient records during live interactions. Without automated screen pop or a unified patient view, routine calls took longer, first-call resolution suffered, and agents spent valuable time navigating systems instead of helping patients.

The Challenge

Manual processes were creating friction across a growing, multi-site contact center.

Key challenges included:

• Manual EHR searches during live calls
• No reliable patient context at call arrival
• Longer average handle times
• Lower first-call resolution
• Fragmented workflows across locations

The Solution

The practice deployed SpinSci Patient Assist, integrated with its existing EHR and contact center platform to give agents areal-time, 360-degree view of each patient.

The solution included:

• Patient search with automated screen pop
• A unified workspace for demographics, appointments, referrals, and     medications
• Direct EHR integration
• Reduced manual lookup steps
• Consistent configuration and workflows across locations

The Results

The unified agent experience helped the practice improve contact center performance while creating a stronger foundation for continued growth.

• Reduced average handle time
• Improved first-call resolution
• Higher agent productivity
• More consistent patient experiences
• A scalable contact center foundation

What happens when contact center agents have the right patient information before they even say hello?

Download the case study to see how a multi-site primary care group used real-time patient context and EHR-integrated workflows to streamline its contact center.

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