Smarter Workflows for Agents. Faster Coordination for Operators.

How a large regional health system connected patient context, operator workflows, and hospital communications through one integrated platform.

Across contact center and hospital operator functions, the health system was managing communications through disconnected systems, requiring manual EHR lookups, directory searches, and other tools to route calls and coordinate staff. The organization needed a more connected approach that gave agents real-time patient context while providing operators with a unified workspace for communication and coordination.

The Challenge

Disconnected workflows were creating unnecessary manual work and making it difficult to deliver consistent interactions at enterprise scale.

Key challenges included:

• Manual EHR navigation for contact center agents
• Disconnected directories and operator workflows
• Manual documentation after patient interactions
• Reliance on individual knowledge for complex scenarios
• Friction coordinating calls, staff communications, and clinical codes

The Solution

SpinSci deployed Patient Assist and Operator Console together, integrating with the health system's EHR, contact center platform, paging system, and on-call scheduling tools.

The solution brought together:

• Real-time patient context and tailored workflows for agents
• Automatic call transcription and EHR documentation
• Unified operator access to patient search, staff directories, and on-call schedules
• Integrated call transfer, paging, and one-click code dispatch
• Embedded decision trees to standardize complex operator workflows

The Results

Connecting patient access and hospital operations through a single integrated communication environment delivered measurable improvements:

• Faster call handling
• Reduced manual documentation
• Real-time patient context for agents
• Consistent handling of complex scenarios
• Unified workflows replacing multiple disconnected systems

What changes when contact center agents and hospital operators can work from connected, context-rich workflows?

Download the case study to see how a large regional health system unified patient context, operator communications, paging, and emergency workflows to create a more efficient and consistent communications environment.