Delivering Better Patient Self-Service and Real-Time Agent Context

How a leading pediatric health system modernized patient access with conversational IVR, self-service scheduling, and real-time EHR-integrated agent context.

High inbound call volumes were compounded by a traditional, menu-based IVR that made routing more difficult and required the health system’s agents to manually search for patient information and handle routine appointment requests. The organization needed a more connected patient access experience that could understand patient intent, enable self-service, and give agents the context they needed when human support was required.

The Challenge

The existing IVR relied on menu-based navigation rather than understanding patient intent. This contributed to misrouted calls, unnecessary transfers, and longer resolution times. At the same time, agents had to manually search the EHR for patient information, while appointment workflows depended heavily on agent involvement.

Key challenges included:

• Menu-based IVR and limited understanding of patient intent
• Misrouted calls and increased transfers
• Manual EHR searches before agents could assist
• High agent involvement in routine appointment workflows
• Growing demand for a more scalable patient access model

The Solution

SpinSci deployed Patient Engage and Patient Assist, integrating with Epic EHR and the Cisco contact center to connect patient self-service with a more informed agent experience.

The solution combined:

• Conversational IVR with natural language understanding and intelligent call routing
• Multi-intent call steering across scheduling, billing, clinical triage, registration, and general inquiries
• Self-service scheduling for appointments and cancellations
• Real-time patient context within the agent desktop
• EHR screen pop and contextual navigation to reduce manual lookup

Together, these capabilities created a more connected patient access experience, allowing patients to express their needs naturally while helping agents begin interactions with relevant information already at hand.

The Results

The organization improved both patient access and contact center efficiency, with outcomes including:

• Improved call routing accuracy
• Fewer call transfers and increased first-call resolution
• Lower reliance on agents for routine appointment tasks
• Faster agent response with real-time patient context
• A more scalable model for supporting growing call volumes

What changes when a health system moves beyond traditional IVR and connects conversational self-service with real-time EHR context?

Download the case study to see how a leading pediatric health system modernized its patient access experience, improved call routing, and gave both patients and agents a more efficient way to get things done.

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