What You Should Know:
– Talkdesk, Inc. has announced the integration of its Talkdesk Advanced Dialer with Epic through the Epic Workshop program.
– The new integration directly connects Epic workqueues and Cheers outreach campaigns to the Talkdesk AI-powered contact center platform, enabling healthcare organizations to automate proactive patient outreach and close gaps in communication and care.
From Manual Tasks to Automated Workflows
Following up with patients is a process that has traditionally been manual, involving moving data between systems, repetitive dialing, and significant staff time. This inefficiency makes it difficult for health systems to measure the impact of outreach programs and delays patient engagement. The new integration between Talkdesk and Epic automates this process to create a more efficient and effective system.
The integration allows Epic to identify patients who need to be scheduled and automatically initiate contact through digital channels such as MyChart messages, text messages, or emails. If a patient does not respond to these messages, Talkdesk can automatically place an outbound phone call directly from Epic workqueues.
The Talkdesk Advanced Dialer intelligently routes patients to the best available resource, whether that’s an AI Agent for Healthcare or a human staff member. This frees up staff time, reduces costs, and improves patient satisfaction. The system also automatically records call outcomes and context back into Epic, creating a complete and synchronized communication record. Additionally, incoming calls are enhanced with workflows that automatically launch the correct patient record and trigger the appropriate Cheers workflow, such as scheduling an appointment or preparing an estimate.
“Setting up and managing outbound calls to patients has traditionally been a fragmented and time-consuming process for healthcare organizations,” said Patty Hayward, vice president and general manager of Healthcare and Life Sciences at Talkdesk. “Our partnership with Epic is a game-changer. Integrating Talkdesk Advanced Dialer directly with Epic enables providers to automate proactive patient outreach, eliminate manual steps that divert time from patient care, and gain complete visibility into call results to improve patient outcomes. The result is faster, more efficient connections between patients and providers.”
