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One Place for Over One Million Calls: Centralizing Communication with Epic’s Healthcare CRM

Yale New Haven Health System’s call center provides a single point of entry for both new and established patients. Using Epic’s healthcare CRM, Cheers, it personalized the caller experience and activated over 9,000 patients on MyChart in under five months.

Yale New Haven Health System (YNHHS) uses Epic’s healthcare Customer Relationship Management (CRM) software, Cheers, to make sure call center staff know more about callers’ medical histories and can take direct actions to get patients the care they need. Patients can call to ask health questions, schedule appointments, get connected to the right department, and follow up after an ED visit or hospital admission. YNHHS saw increased patient engagement and more patients taking ownership of their health journey: In the first five months after launching Cheers, 9,000 patients activated a MyChart account. During the first two years of the call center’s existence, staff answered over a million calls, brought in at least 2,400 new patients, and helped boost MyChart activation from 60% to 80% – a 33% increase.

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