Release Notes | Talkdesk Healthcare Experience Cloud

Talkdesk Healthcare Experience Cloud™ is an end-to-end solution to manage interactions across channels and support a better patient experience. For more information, please visit our Talkdesk Healthcare Experience Cloud documentation.

 

June 19, 2024 - Talkdesk Healthcare Experience Cloud for Providers 

On Wednesday, June 19th, 2024, we will release the following in the Healthcare Experience Cloud for Providers:

 

New:

  • The Patient 360 application as the first tab: Now, it can be configured as the first tab displayed when an agent picks up a call, increasing your agents’ efficiency. It also allows your agents to act faster, provide more personalized support, and focus more on the customers’ interaction. 

To know more information, please read our documentation.

 

April 30, 2024 - Talkdesk Healthcare Experience Cloud for Providers 

On Tuesday, April 30th, 2024, we will release an improvement in the cross-channel experience for the Healthcare Experience Cloud for Providers.

Now, transitioning from digital chat to live agent support is smoother than ever and ensures uninterrupted customer journeys across various touchpoints.

Enhancements: 

  • Unified User Details: When a conversation begins in a digital chat and escalates to a live agent, the agent gains access to comprehensive user details. This empowers agents to provide personalized assistance, equipped with a complete understanding of the user's journey.
  • Persistent Authentication: Authentication performed during the conversation is securely saved and seamlessly integrated with Talkdesk. This ensures that authentication status persists throughout the interaction, eliminating the need for users to repeatedly verify their identity or for agents to manually connect that interaction to a contact.
  • Connected Interactions: All interactions initiated in the chatbot are now seamlessly linked to a contact, providing a holistic view of the customer's engagement history. This facilitates more informed decision-making and fosters deeper customer relationships.

April 24, 2024 - Talkdesk Healthcare Experience Cloud for Providers

On April 24th, 2024, we will release the Expand Screen Pop Capabilities for the Healthcare Experience Cloud for Providers.

Enhancement:

  • Epic Screen Pop capability: We're excited to announce that our Epic Screen Pop capability has been upgraded to accept a wider range of search parameters, thus allowing for more flexibility and efficiency in handling customer needs. Now, it is possible to collect the following parameters and open them in the assigned Epic Context (Triage, CRM, Scheduling, Member Call, Phone, Refill, Guar Acct, Hosp Acct, and TC):
    • Social Security Number
    • Phone Number
    • Guarantor Account Number.
    • Hospital Account Number.
    • Insurance ID

April 19, 2024 - Talkdesk Healthcare Experience Cloud for Providers

On Friday, April 19th, 2024, we will release an enhancement to the Patient Omnichannel Interactions Report available for the Healthcare Experience Cloud for Providers.

Enhancement:

  • Patient Omnichannel Interactions Report: Now available by Explore API, it is designed to empower our customers with seamless integration capabilities and enhanced insights into patient interactions. Customers will gain a holistic view of patient engagement across voice and digital channels by seamlessly connecting with third-party applications to build tailored dashboards to facilitate the data management and analysis process.

Find out more about the Patient Omnichannel Interactions Report on our Data Dictionary and our public API documentation.

 

March 4, 2024 - Talkdesk Healthcare Experience Cloud for Providers

On Monday, March 4th, 2024, we will release an enhancement to the Patient 360 workspace for Talkdesk Healthcare Experience Cloud for Providers.


Enhancement:

  • Patient 360 Appointment Management: The latest enhancements to the Patient 360 workspace are aimed at streamlining appointment management and improving overall efficiency for healthcare provider agents. With these new features, managing patient appointments has never been easier. In the Patient 360 workspace, navigate to the Patient Journey section and click on Upcoming Visits to view the detailed appointment information. Within it, you will find the following new appointment actions:
    • Confirm: Easily validate patient attendance by confirming appointments with a simple click. Streamline the confirmation process and ensure accurate scheduling.
    • Cancel: Effortlessly cancel appointments when needed, providing flexibility and responsiveness to patients' changing needs.
    • Reschedule: Seamlessly adjust appointment dates and times to accommodate patient preferences or unforeseen circumstances, enhancing scheduling flexibility and patient satisfaction.

Note: This is available for all EHRs except for the "Confirm" appointment action, which is not available for Cerner. 

For detailed information about the Patient 360 workspace, please refer to the Talkdesk Healthcare Experience Cloud page.

 

 

February 12, 2024 - Talkdesk Healthcare Experience Cloud for Providers

On Monday, February 12th, 2024, we will release the new pre-built Capabilities for Healthcare Autopilot Solution in the Healthcare Experience Cloud for Providers. 

New Capabilities:

  • Symptom Checker: The Symptom Checker Foundation is a powerful tool designed to empower patients by providing them with the ability to assess the best course of care for their specific symptoms. By using this feature, patients can make informed decisions and enhance their outcomes while reducing the burden on call centers and increasing appointment bookings. Leveraging the advantage of being connected with a schedule flow allows for a complete experience. 
  • Find a Physician: "Find a physician" is a common feature in healthcare chatbots. It allows users to search for healthcare providers based on various criteria such as location, specialty, gender preference, and languages spoken. This feature aims to help users easily locate and connect with the right healthcare professional. It is connected with the scheduling systems that allow users to book appointments directly through the chatbot.

For more information on our Healthcare Autopilot Solution, please see this article.


January 26, 2024 -Talkdesk Healthcare Experience Cloud for Providers

On January 26th, 2024, we will release the Multi-EHR integration in an instance for the Healthcare Experience Cloud for Providers.

Enhancement:

  • Connect and configure one Talkdesk instance using multiple Electronic Healthcare Records (EHR): This enhancement will streamline operations and better serve the needs of our diverse customer base. From now on, it will be possible to connect and configure one Talkdesk instance using multiple Electronic Healthcare Records (EHR) that can be utilized across various clinics.
    For example, if one group of clinics is using different EHR systems across their facilities, the system can understand with which clinic the patient wishes to speak and adjust the EHR settings accordingly. The solution is flexible and can accommodate various use cases.


November 6, 2023 - T
alkdesk Healthcare Experience Cloud for Providers

On Monday, November 6th, 2023, we will release an enhancement to the out-of-the-box integrations for the Healthcare Experience Cloud for Providers.

Enhancement:

  • Outgoing SMS API Integration for Synchronized EHR Data into Automated Notifications: The goal is to enhance the Epic customer experience by enabling proactive patient engagement and improving communication efficiency. This integration offers a host of valuable benefits for both healthcare providers and patients. Key advantages include:
    • Appointment Reminders: Providers can leverage the API to send automated appointment reminders to patients via SMS. These reminders can include the date, time, and location of the appointment, helping reduce no-show rates and improve patient punctuality.
    • Follow-up Care Instructions: After a patient's visit or procedure, providers can send follow-up care instructions via SMS using the API. This helps patients understand post-care requirements, such as wound care, medication adjustments, or lifestyle recommendations.
    • Pre and Post-Operative Instructions: Providers can use the API to send pre-operative instructions to patients, ensuring they are well-prepared for surgery. Additionally, post-operative instructions can be sent via SMS to guide patients through the recovery process and address any concerns.

The implementation of the Outgoing SMS API Integration for Automated Notifications will significantly enhance patient experiences, streamline healthcare processes, and strengthen the connection between providers and their patients within the Epic ecosystem. 

This enhancement is only available for Epic Customers.


September 26, 2023 - Talkdesk Healthcare Experience Cloud for Providers

On Tuesday, September 26th, 2023, we will release an enhancement to the Patient 360 workspace for the Talkdesk Healthcare Experience Cloud™ for Providers.

Enhancement:

  •  At present, it is possible to introduce an authorization layer that takes information management to the next level. With this update, a dynamic pop-up layer will provide the agents with crucial insights by:
    • effortlessly identifying the patient in question. 
    • gaining a comprehensive understanding of the individuals who possess authorized access to the patient's data. 

This enhancement is available for Cerner and FHIR Customers. 

 

July 27, 2023 - Talkdesk Healthcare Experience Cloud for Payers

On Thursday, July 27th, 2023, we will release the following enhancements for Talkdesk Healthcare Experience Cloud™ for Payers.

Enhancements: 

  • Epic “Member Benefits” Out-of-the-Box Integration: The Epic Tapestry out-of-the-box integration for “Member Benefits” allows convenient access to the member benefits and claim status directly from the Epic system.
    It is prepared to offer a robust self-service solution to allow members to easily gain insights into their coverage plan details and stay informed about the status of their claims.
    This enhancement is available only for Epic Customers.

 

July 18, 2023 - Talkdesk Healthcare Experience Cloud for Providers

On Tuesday, July 18th, 2023, we will release the following feature for Talkdesk Healthcare Experience Cloud™ for Providers.

 

New: 

  • "Patient Referral Information" feature: This new feature has been designed to enhance agents' efficiency and improve the patient experience. In Patient 360, we will provide agents with the necessary context to identify open referrals that need to be converted into appointments, ensuring timely and convenient patient scheduling. Agents will then be able to provide patients with comprehensive information and clarifications regarding referral status and details.
    On the patients’ side, in self-service workflows, the referral information can be used to provide information to patients about open referrals ready to be transformed into appointments.
    This new feature is available for customers using Cerner, Athenahealth, and FHIR.

 

July 14, 2023 - Talkdesk Healthcare Experience Cloud for Payers

On Friday, July 14th, 2023, we will release the following feature for Talkdesk Healthcare Experience Cloud™ for Payers.

 

New: 

  • Epic Tapestry for Payers Integrations: The new out-of-the-box integrations with Epic Tapestry for Payers, available only to Epic customers, provides enhanced functionalities to Payers through the Epic Foundation. Some of these functionalities include:
    • "Member Lookup" feature: enables payers to quickly access and retrieve member information directly from the system.
    • "Screen Pop" functionality: provides seamless integration with relevant member data, automatically displaying relevant information when interacting with a member's record.
    • "Pause and Resume" feature: automatically pause ongoing processes and resume them later, ensuring flexibility and efficiency in their workflow.

 

 

June 15, 2023 - Talkdesk Healthcare Experience Cloud for Providers

On Thursday, June 15th, 2023, we will release the following EHR achievement and enhancement for Talkdesk Healthcare Experience Cloud™ for Providers.

 

New:

  • Cerner Certification: Healthcare Experience Cloud for Providers has achieved certification with Cerner. With this certification, Healthcare Experience Cloud for Providers is now available in the Cerner App Market, enhancing care delivery and patient experiences. By integrating with Cerner EHR, Healthcare Experience Cloud empowers providers with advanced tools and features to streamline workflows, enhance collaboration, and deliver personalized care to their patients.

 

Enhancement: 

  • Confirm Appointment use case for all Electronic Healthcare Records: With this update, all customers, regardless of the EHR they use, will now have the ability to include a "Confirm Appointment" feature within the Autopilot. This will enable patients to confirm their attendance for a specific appointment within a self-service flow. Integrations with Cerner, supported by Athenahealth, Ellkay, and FHIR R4. The confirmation will be automatically synchronized with the respective EHR system, ensuring seamless patient and healthcare provider coordination. 

 

May 11, 2023 - Talkdesk Healthcare Experience Cloud for Providers

On Thursday, May 11th, 2023, we will release the following enhancements for Talkdesk Healthcare Experience Cloud™ for Providers.

 

Enhancements: 

  • Patient 360 Workspace: Patient 360 workspace now provides a complete view of the patient journey, enabling agents to make more informed decisions while interacting with patients: 
    • An intuitive view of information on upcoming and past visits, including appointments and surgeries. 
    • Along with the name of the visit, agents can now see the date, location, and provider, all in one place.
    • Since past patient interactions represent essential information for agents to provide optimal care, a dedicated card now highlights all patient interactions.

These enhancements are available for Epic, Cerner, Athenahealth, and FHIR customers.

 

  • “Orders” Card: The “Orders” card gives agents access to essential information critical for optimal patient care. Agents can now view all open orders for the patient in a single pane of truth, saving time and increasing efficiency. By having access to all information in one place, agents can make more informed decisions and provide better care to patients. 

This card is available for Epic, Cerner, Athenahealth, and FHIR Customers.

 

May 9, 2023 - Talkdesk Healthcare Experience Cloud for Providers

On Tuesday, May 9th, 2023, we will release the following feature for Talkdesk Healthcare Experience Cloud™ for Providers.

 

New:

  • “Patient Omnichannel Interactions” Report: With this report, administrators in Explore App can access the same information available in the Patient 360 workspace, to gain a deeper understanding of patients' communication habits. This includes details such as the number of phone numbers a patient has used to call and whether they have spoken on behalf of someone else. With this information, administrators can provide more personalized support to each patient, for an improved patient experience.

 

May 4, 2023 - Talkdesk Healthcare Experience Cloud for Providers

On Thursday, May 4th, 2023, we will release the following enhancements for Talkdesk Healthcare Experience Cloud™ for Providers.

 

Enhancements: 

  • “Epic FHIR R4” APIs: The “Epic out-of-the-box” integration now supports “FHIR R4” APIs. With this enhancement, it is now possible to check appointments, conditions, and medication using the FHIR standard capabilities. Interoperability has been improved, along with compliance and patient engagement with the “Epic EHR” system. With FHIR's standardized data exchange, our product can seamlessly communicate with Epic's EHR system, for a more efficient patient care experience.
  • Orders and Surgeries “HL7 FHIR R4” APIs: The “out-of-the-box HL7 EHR” integration now includes two use cases for accessing a complete patient history: open orders and past/future surgeries. These APIs are now available for use in:
  • Agent Mapping: Administrators can now add Epic IDs to specific agents during the bulk creation process. This will save time and effort while ensuring accurate mapping of agents to their corresponding Epic IDs. For more information, please check this article. 

 

September 30, 2021 - Talkdesk Healthcare Experience Cloud for Providers

On Thursday, September 30th, 2021, we will release Talkdesk Healthcare Experience Cloud™ for Providers.

Talkdesk Healthcare Experience Cloud is an end-to-end solution to manage interactions across channels and support a better patient experience. These are healthcare-specific capabilities that deepen and extend Talkdesk’s contact center technology to meet the requirements of complex healthcare use cases.

It’s an industry first for CCaaS to have purpose-built applications and out-of-the-box integrations that are specific to healthcare. We’re delighted to be at the forefront of these efforts, and to be helping address a major area of focus for healthcare today: the patient journey.

What’s included

The release includes the following main capabilities:

  • Healthcare Agent Workspace: To elevate contact center agents to become proactive and personalized service partners. We are bringing patient identity, as well as medical information, directly from the EHR into Talkdesk Workspace, keeping that vital context in a single unified view for the agent. 
  • Automated Notifications: To proactively text patients based on rules triggered by events in the EHR, CRM, or another system of record. This supplements existing outbound capabilities with a synchronized experience that will get important information like appointment reminders and gaps in care follow-ups to the people who most need them.
  • Epic Integration: To gather medical information and appointment details from Epic Systems EHR and also have the ability to modify those appointments via actions taken in Talkdesk’s product ecosystem. This is the deepest CCaaS integration available in Epic’s App Orchard, and it’s a key part of delivering on the elevated patient experience at the heart of Talkdesk Healthcare Experience Cloud™.

 

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