Case Study: Emplify Health achieves faster patient verification with CTG automation

CTG Transforms Patient Verification for Gundersen Health

Emplify Health, formed from Bellin and Gundersen Health Systems, faced the challenge of a cumbersome and time-consuming manual process for verifying patient identity when they requested records through Epic's MyChart. This manual system was inefficient, wasted staff resources, and limited the organization's ability to explore new technological efficiencies. To address this, they partnered with vendor CTG to find an automated solution.

CTG developed and implemented a HIPAA-compliant automation bot to handle the patient verification process. The solution cross-referenced patient requests with EHR data and utilized a Human-in-the-Loop approach to ensure accuracy before moving to full automation. The results were highly successful, achieving 99% accuracy since launch and processing an average of 750 requests monthly. This automation freed up hundreds of staff hours for higher-level tasks, providing significant time and cost savings for Emplify Health.

Gundersen Health System

Becky Kilen-Carter

Manager, Privacy and ROI