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The Challenge
One of the largest healthcare systems in the US was tasked with leading the transformation of patients from reactive to proactive healthcare participants. Although digital was already playing an important role in the cooperation between patient and provider, COVID-19 accelerated the need for the organizations to rethink how they engage consumers. In the Post COVID-19 era, Cook County Health needed to advance the use of digital tools for two-way conversations, to make the healthcare experience more convenient, less stressful, informative, and of course, rapid.
The Solution
To help Cook County Health solve this challenge, we provided some of our top cloud native developers to develop custom user interfaces, customized business logic, real time and batch integrations with their EHR System with their cloud native Customer Relation Management (CRM) System. We built workflows specifically to help the Health Care System unify consumer information and capabilities into a single view for contact center agents helping to empower them for a more personalized experience for individual patients.
Technology Involved
Outcomes
After constructing their digital ecosystem inclusive of their CRM, Cook County Health was able to effectively engage with their consumer using a unified approach every step of their patient care journey. The healthcare system can now target and acquire new customers, deliver and manage care, and then take the steps to engage them in their post care.