RevSpring's Outbound IVR Solution Now Available with Epic EHR Solution

While electronic health records (EHR) are mandated in U.S. healthcare settings, the rollout of the technology has been bumpy, often because different elements of the EHR system aren’t well integrated, or institutions and offices are using different solutions that don’t communicate with one another at all. As a result, in recent years, healthcare technology providers have been racing to build a more cooperative, integrated kind of EHR.

Financial engagement and payment solutions company RevSpring announced this week that its proprietary outbound IVR solution, called IVR Advantage, is now available with Epic for outbound calling, offering the ability to efficiently execute outbound communications and seamlessly update account notes for patients. Epic Systems Corporation is a Wisconsin-based healthcare software company that produces an electronic health records platform that manages a patient’s entire journey, from appointment scheduling to medical records and testing to billing and follow-ups.

The new partnership between RevSpring and Epic is expected to provide customer support representatives with the insight they require to understand engagement steps on accounts for transparency and consistency.

In the announcement, RevSpring noted that its proprietary outbound IVR solution, which is now available in App Orchard, automatically updates account notes for a specific patient based on the call result, saving call center staff time and effort. This automated flow of information can help improve the quality of patient information and provide call center staff with easier access to activity history for speed, convenience, and patient consistency. Staff members are also empowered to quickly identify when a patient was called and the type of message the call involved. IVR Advantage also has integration into Epic for Inbound IVR calls and tracking, which is also available in App Orchard.

"The ability to automate the sharing of call information in real-time means our customers can now enjoy the full value of our outbound IVR solution and have full transparency of those calls," said Jordan Kordosky, product manager, voice technologies at RevSpring. "This powerful capability eliminates the need for staff to create and manage daily workflows manually and ensures that staff has full visibility of call history within Epic to ensure a consistent patient experience."

Edited by Luke Bellos