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.
- May 11, 2023 - Talkdesk Healthcare Experience Cloud for Providers
- May 9, 2023 - Talkdesk Healthcare Experience Cloud for Providers
- May 4, 2023 - Talkdesk Healthcare Experience Cloud for Providers
- September 30, 2021 - Talkdesk Healthcare Experience Cloud for Providers
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:
- Patient 360 workspace, Talkdesk Virtual Agent™, and Talkdesk Studio™.
- Epic, Cerner, Athenahealth, and FHIR Customers integrations.
- 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™.
How to Access or Install
Talkdesk Healthcare Experience Cloud™ is intended for any healthcare provider organization using Epic EHR, and it’s available in all editions.
If you wish to start using Talkdesk Healthcare Experience Cloud™, please reach out to your Customer Success Manager.