Innovative and empathetic 360-degree patient views will usher in the next phase of UTHealth Houston’s digital experience expansion.
On Tuesday, May 23, university leaders gathered to plan the implementation of Epic Systems’ customer relationship management (CRM) suite, Cheers, in February 2024.
With more than 150 people in attendance, the kick-off celebration included a detailed project view, a demonstration of Cheers tools, introduction of team leaders, and specialty breakout sessions.
“Cheers will interweave data points to centralize and elevate personal communications with our patients,” said Andrew Casas, senior vice president of UTHealth Houston and chief operating officer of UT Physicians. “The suite will help validate insights, foresee employee and patient needs, and build an omnichannel customer experience.”
Cheers includes two core modules that feature call management and campaigns. With a 360-degree patient view, Cheers enables employees to have empathetic, personal, and knowledgeable conversations with patients. The new modules provide compelling benefits that will help with customer service requests, encourage an efficient call center flow, and engage and attract new patients.
“Imagine being able to anticipate callers’ needs, promote the next best actions, and boost productivity all at the same time,” said Stephanie Dixon, MBA, UTHealth Houston Cheers project manager. “Cheers will do that and so much more for the university and our patient population. Health care is experiencing a pivotal shift to valued-added equitable access, empowered patients, interoperability, and data sharing.”
This collaborative project will include members from operations, the Healthcare Transformation Initiatives department, physician leads, clinical technology, Epic implementation team, patient access centers, and clinical staff.
Tony Lovett, MBA, director of the patient access center for UT Physicians, is excited Cheers will provide greater accessibility to the work his team does for their stakeholders – clinics, clinical management, and providers.
“Now, if there is a question about a patient, it’s sent via email with a time lag,” Lovett said. “With the new product, it will occur quickly. This gives us a closer relationship with patients to see all aspects of total care and closer collaboration with stakeholders.”