Case Study: a regional healthcare system improves patient portal support with CTG and Amazon Connect

CTG Improves Healthcare System's Patient Portal Support with Amazon Connect

A major regional healthcare system faced a challenge during the transition to a new electronic health record (EHR) system, anticipating a high volume of patient support calls. With less than three weeks before the go-live date, they required a partner to quickly implement a phone support system. The healthcare system engaged CTG to provide a solution for handling patient portal requests.

CTG utilized Amazon Connect to implement a patient portal support program. They quickly set up a single phone number and a new chat feature, routing calls to trained agents. CTG integrated the system with workforce management and reporting tools to ensure staffing met demand. The solution was deployed on time, and CTG has consistently met key service level agreements, including answering over 80% of calls within 30 seconds and maintaining a call abandonment rate of less than 5%.