How a Large Health System Enabled 140 Agents to Resolve More Patient Needs in a Single Call

How a large Florida health system gave 140 contact center agents real-time patient context to reduce handle times and improve first-call resolution.

A large integrated health system in Florida was handling complex calls across appointments, referrals, billing, and medications, but agents had to manually locate and verify patient records before they could effectively assist. Without a unified patient view, agents were navigating multiple systems to build context during the interaction, slowing calls and making resolution more difficult.

The Challenge

Manual patient record access was creating unnecessary friction for agents and patients.

Key challenges included:

• Manual patient identification and verification
• Multiple-system navigation during live calls
• No unified patient view at call arrival
• Longer handle times
• Difficulty resolving multiple patient needs in a single interaction

The Solution

The health system deployed SpinSci Patient Assist across 140 contact center agents, integrating directly with Epic to provide a comprehensive patient workspace as each call connected.

The solution provided:

• Intelligent patient identification at call arrival
• A 360-degree dashboard with live patient information
• EHR screen pop to relevant patient records
• Visibility into appointments, referrals, billing, medications, insurance, and more
• A unified agent workspace that replaced fragmented workflows

The Results

Providing patient context before the conversation began improved both efficiency and resolution

• Reduced average handle time
• Higher first-call resolution
• More informed and consistent patient experiences
• Reduced cognitive load and system switching
• Greater efficiency across 140 agents

What changes when every agent starts the call with the patient context they need already in front of them?

Download the case study to see how a large health system connected its contact center and Epic EHR to help 140 agents resolve more patient needs in a single call.

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