How a major EHR provider makes patient engagement easy and reliable with CSG’s real-time communications

See how this EHR provider boosts patient access with fast OTPs and scalable appointment reminders—secure, real-time and built for healthcare.

How a major EHR provider makes patient engagement easy and reliable with CSG’s real-time communicationsHealthcare

Keep patient portal access secure and swift

The customer

A leading electronic health records (EHR) software company in the U.S. The company provides solutions that help hundreds of healthcare practices connect their providers and patients with digital communications and workflows.

The challenge

Healthcare runs on reliable communication. Especially when it comes to the care delivery itself—appointments. As this company grew, it needed to ensure the appointment reminders it delivered over voice could 1) scale to high volumes and 2) ensure HIPAA compliance. But the vendors that provided its interactive voice response (IVR) systems could guarantee neither. Also, the company’s SMS reminders and one-time passcode (OTP) authentication—crucial for patients to log into healthcare portals—lacked speed and reliability.

Keep patient portal access secure and swift

Patients want portal access to be quick and easy. When they’re frustrated, they abandon the actions you need them to take: checking test results, scheduling appointments, messaging providers, paying bills and more. Still, security can’t take a back seat. With CSG Xponent, you can deliver OTPs that let patients get secure access to their health info in a heartbeat.

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Appointment Management and Secure OTP

The company turned to CSG to uplevel its patient communication strategy. Together, they implemented scalable, HIPAA-compliant solutions for voice and SMS outreach:

IVR for appointment management: The system provides real-time notifications and connects directly with clinical systems for up-to-date information. The company can now handle high call volumes without delays or throttling and has an 89.5% average success rate for appointment reminder calls. The success rate of this outreach helps the company reduce costly appointment no-shows and keeps patients connected in their care journey.
SMS OTP for secure portal access: The SMS delivery is scalable and reliable, helping to keep patients’ accounts secure and their access easy. And it’s fast—with under 1.2 second average OTP delivery time, beating the 5 second industry benchmark. The solution was custom-built to the company’s requirements and includes real-time delivery metrics.
Real-time analytics and reporting: The company receives reporting on every outreach—whether the call was answered, a message was left, or the number was invalid. This insight helps staff update contact info, re-engage patients through better channels, and refine outreach strategies to drive stronger engagement over time.

The company is helping its provider customers minimize no-shows and ensure easy portal access for patients. With built-in analytics and scalable infrastructure, it can continuously optimize and expand its outreach efforts.