Enhancing Provider and Employee Experiences with FHIR adoption for the largest EPIC-implemented health system
Overview.
For the largest EPIC-implemented health system in the US serving 24 hospitals, 200 clinics and 3 million patients. Coforge transformed the call center by integrating 24 call centers into a single call center with integration to EPIC scheduling.
With 24 call center locations, patients never had a consistent experience and provider scheduling was a challenge as it was difficult to keep all the provider scheduling variations straight across all the different locations. Provider and employee satisfaction was low as it was a frustrating environment.
Solution
Pega CS implementation and FHIR integration into the EPIC scheduler in real time.
This allowed EPIC to be the source of truth for the schedule, but the Pega interface and business rules engine made it easier for agents to schedule and managed all the scheduling complexity seamlessly.
The Impact
Reduced training time by 6 weeks for very complex scheduling system.
