The Contact Hub activity helps contact center staff efficiently respond to and document patient calls and automates some of the actions users must take as part of a call.

Resources
  • Contact Hub Overview - (Handout) The Contact Hub activity helps staff efficiently respond to and document patient calls and automates some of the actions users must take as part of a call. A Customer Relationship Management (CRM) record is created to capture the details of the call. Documentation entered in the CRM record does not become a part of the patient’s medical record. 
  • Document a Call Using Contact Hub - (Handout) Document an Incoming or Outgoing Call regarding a patient in Epic utilizing the Contact Hub. Calls documented using this workflow are not discoverable within the patient’s chart. In some cases,  a Customer Relationship Management (CRM) record may be created, which is only accessible by staff with certain Epic security to view and 
    pull reports on CRM’s in Epic. 
  • Documenting a Call About Multiple Patients - (Handout) It is possible to document an Incoming or Outgoing Call regarding more than one patient in Epic utilizing the Contact Hub. After the initial patient’s call is documented, use the “Switch Family Member” option to change the subject of the call without changing the caller information.
  • Document an Anonymous Caller in Contact Hub - (Handout) It is possible to document an Incoming Call for a caller who has not or does not need to identify themselves to handle the call.
  • Document an Outgoing Call - Schedule an Appointment Request - (Handout) It may be necessary to document an attempt to contact a patient for scheduling. Document an outgoing scheduling call using Contact Hub either from the Appointment Desk or from the Workqueue. For any work that is completed (ex: scheduling an appointment or routing the call), document a CRM to record completion of the task. If the task is not completed (ex: the patient was unable to be reached), simply document the call attempt and save.
  • Routing a Clinical Call from Contact Hub - (Handout) Use the Contact Hub to document an incoming call and route to clinical staff. This documentation is not saved in the patient’s record.
  • Transferring a Clinical Call from Contact Hub (Integrated Call Center Staff) - (Handout) Integrated Call Center staff can use the Contact Hub to document a telephone call encounter and route it to the clinic. Telephone call encounter documentation is viewable within the patient’s chart.

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