Group-Wide Telehealth Migration

Powering AI-Driven Patient Care at Scale

Zendesk

Integration

Streamlined the workflow for a 100+ FTE patient experience team

PMS

Integration

Reduced clinic effort by embedding telephony directly into the client’s in-house Patient Management System (PMS)

Bespoke

Reporting

Developed a custom pipeline to ingest interaction data into Google Big Query for advanced medical reporting.

July 2024 – Ongoing

Telehealth – Amazon Connect; Zendesk Integration; Patient Management System; Advanced Analytics

About Client

Our client is a rapidly expanding online medical group and telehealth provider. They leverage a sophisticated technology platform to support a fully remote workforce and multimodal patient interactions at a national scale.

The Opportunity

Following a period of meteoric growth, the client’s limited cloud phone system could no longer support their volume or integration requirements. They needed to automate inbound traffic, reduce manual effort for clinic staff, and find a way to securely integrate telephony into their proprietary medical software.

Our Solution

Contacx designed a multifaceted solution centred on Amazon Connect:

PMS Embedment: We are currently developing a custom integration that places the Amazon Connect Contact Control Panel (CCP) directly inside the client’s Patient Management System, including sensitive data features like phone number redaction.
Advanced Analytics: Using Kafka, we built a bespoke data bridge to the client’s Google Big Query platform, allowing for complex analysis of Contact Lens transcriptions and sentiment.
GenAI Screening: We are prototyping a Generative AI patient screening process to support the nursing team, alongside automated note-taking features that save transcribed clinic notes directly to patient files after doctor review.

The Conclusion

The deep integration has led to quicker resolution times and a more satisfying environment for the patient experience team. By removing the need for agents to switch between systems, the client has significantly reduced operational overhead while improving the accuracy of their patient records.