WellConnect Lead Courtney Watkins describes the transition of handling MyChart Support calls to the WellConnect team as a “natural fit.” As a customer service-based department, the team was already helping patients establish relationships with healthcare providers, navigate health insurance, and access CRH services, so it made sense.

MyChart support calls were previously handled by MyChart analysts, often taking up 10-15 hours of weekly worktime, on top of the projects they were already managing. Now the analysts can focus more on high-priority projects. “I have been able to focus solely on my role as an analyst, which has included completing and implementing a large project that better supports our patients, focusing on new Epic release content, and finding more time to investigate and implement requested optimizations from our CRH staff,” said Epic Analyst Hannah Curtis. “It benefits the analysts tremendously by having more availability to focus on our role as analysts and what Epic/CRH/our patients require of us. This ability to focus on our necessary tasks while the patients are being assisted in real time via WellConnect is a huge relief to our team and our patients,” she said.

Several weeks of training occurred to ensure a smooth transition.  Hannah provided general MyChart functionality training, documentation regarding frequent patient scenarios, contact information throughout the network should they need assistance (Billing, Privacy, Record Requests, etc.), and at-the-elbow training that included a variety of patient interactions. Hannah also created an in-depth presentation to educate the WellConnect team on all functionality within “MyChart Admin," the hub in which our end users support our patients’ MyChart.

While support calls were previously sent to voicemail, the WellConnect team answers the calls in real time (during business hours). “We have so far been able to answer every call that has come in during our open hours,” said Courtney. “This means that patients calling in are getting assistance as soon as possible. The team also answers questions sent to the MyChart Support email account, and another benefit? They can meet with patients in person at NexusPark.  

The new process is “a huge patient satisfier,” said Manager of System IS Application Services George Fields, adding that the addition of on-site MyChart assistance “has truly elevated our CRH patient support to the next level.”

Congratulations to both teams on this great work that will improve efficiencies both in your daily work and for serving our patients!