Your Questions Answered. Patient Scheduling Services in Epic® EHR
Discover how our patient scheduling services integrated with Epic® EHR can streamline appointment management for your healthcare institution.
Are all of your receptionists based in the US?
All of our call center receptionists are based in the United States, providing a distinct advantage in terms of cultural understanding, language proficiency, quality of service, and HIPAA Compliance.
Can you work in my practice’s time zone?
Yes. Patient Connect staffs based on our client’s local time zone.
Can you handle all our patient scheduling tasks?
We can build a solution to fit your practice’s needs, but typically, we handle the entire scheduling role. This solution includes new patient registration, existing patient scheduling, TC & In Basket utilization, refill support, Q&A patient support, Epic® Chat with In-house staff, insurance verification, and other more customizable solutions dependent on each practice's needs.
How do you schedule patient visits within our Epic® EMR?
Our medical receptionist teams will be provided with Epic® EHR login credentials the same way your in-house team is provided with credentials. If your practice leases Epic® from a healthcare system that requires mandatory Epic® training before issuing credentials, then our receptionists will register and take the classes to obtain credentials.
How do you communicate with our clinical team in real-time?
We typically use Epic® Chat, TC encounters, or InBaskets to communicate with your clinical team. We have also used 3rd party tools such as Microsoft Teams to communicate in real-time with in-house staff or by simply calling the back line to connect patients in urgent situations.
How much scheduling experience will my receptionists have?
All Patient Connect medical receptionists have at least two years of experience scheduling appointments in a doctor's office. Additionally, we prioritize hiring receptionists with experience in the clinic's specialty to simplify the onboarding process further.
Will I have a dedicated point of contact?
Yes. You will have three levels of support:
- ⟩⟩ A Team Lead for all day-to-day interactions.
- ⟩⟩ A Supervisor who oversees the receptionist’s performance, including stats.
- ⟩⟩ A Program Manager who ensures we are following and exceeding your set scheduling expectations.
How long is the onboarding process for your receptionists who specialize in Epic®?
The timeline depends on how many receptionists your group would like to onboard, but typically, the entire process takes roughly 45-60 days from start to finish.
Can you schedule patient visits for Cardiology Practices in Epic®?
Yes. We schedule patient visits in the Epic® EHR system for all practice specialties.
How many receptionists do we need for Epic® EHR patient booking?
If you are unsure how many receptionists you need to support your volume, please contact a support specialist for assistance. We can review your volume and scheduling requirements and make recommendations based on other clients' similar volume and need requirements.
What if certain days are busier than others, and all of my team’s receptionists are busy?
Included for all Patient Connect customers, we provide a free feature called InQueue call back. This gives patients the option to leave their call back number and not lose their position in line. When it’s their turn, our receptionists will then return a call to them to help with their inquiry.
Our practice is part of a larger group that requires a security audit for any 3rd party vendors interacting with PHI, is this a problem?
This is common, and we have a team that will work directly with your compliance departments. Patient Connect is HIPAA compliant, undergoes annual compliance audits and Penetration testing, and strictly complies with our BOE.
Can you hire receptionists that specialize in Epic® for other languages?
Yes. The most common languages we support are English and Spanish. However, we also have clients that we support in Mandarin, Korean, Tagalog, Arabic, and other languages.
How do I get started with your receptionist services for my practice?
All you have to do is setup a call with a support specialist. From there, we’ll design, implement, and maintain the appropriate training materials that follow your practice’s specific protocols. As the next step, we’ll screen, hire, train, and manage your dedicated Epic® receptionist team so you can get back to focusing on your in-house patients.
Ready to Start With Your Dedicated
Scheduling Receptionists?
Complete the form below, and an experienced team member will contact you to discuss your needs.
Patient Connect
111 Town Square Place
Jersey City, NJ 07310
