Package or Connector type integration between RingCentral Contact Center and EPIC that provides screen pop based on caller ANI.
Goals: When a patient calls, Epic will open into the correct patient chart based on call identification data so that the agent can customize their greeting, as well as save time by skipping basic patient ID
1 - Patient calls IVR and selects option to make appointment
2 - Caller ID passed to Epic to see if there is a phone number match
3 - If not, system states that the caller ID did not match and asks patient to key in the phone number of the patient they are calling about.
1- If this leads to a match go to step 4
2 - If this still fails to create a match, send call to agent for manual match
4 - If one match only, system asks patient to key in DOB for second form of ID.
1 - If this matches, patient chart is opened for agent who answers the call. Agent validates ID.
2 - If DOB does not match, what do we do? Perhaps still open the chart but pop up a window that there is a mismatch so agent still needs to validate?
5 - If more than one match, system asks patient to key in DOB
1 - If this creates a single match, patient chart is opened for agent who answers the call. Agent validates ID.
2 - If this results in multiple matches, system asks patient for the last name of their doctor.
1 - If this results in a single match, patient chart is opened for agent who answers the call. Agent validates ID
2 - If this still results in multiple matches, Epic is opened with the list of possible patients based on phone number and DOB. Agent asks patient to state their street address and selects the correct patient.