Fusion CX agents are trained on the major EHR and patient management platforms. Our technology team manages API and CRM integrations so your outsourced contact centre operates within your existing clinical workflow — not as a disconnected satellite.
- ✓ Epic — scheduling, patient registration, MyChart support
- ✓ Cerner (Oracle Health) — patient access and clinical data queries
- ✓ Athenahealth — billing and claims query integration
- ✓ Salesforce Health Cloud — member CRM and case management
- ✓ Verint / NICE — quality management platform integration
- ✓ Major CCaaS platforms — Genesys, Five9, NICE CXone
A large multi-state health system was experiencing a significant backlog in prior authorisation processing, with 31% of authorisations requiring a callback due to incomplete information on the first call. Patient satisfaction scores for the scheduling and referral journey had declined over three consecutive quarters.
Fusion CX deployed a 48-agent dedicated prior auth team via Ameridial, with Epic integration, structured intake templates, and real-time AI QMS monitoring. Arya Agent Assist was configured with payer-specific prior auth criteria to guide agents through the correct documentation capture on every call.
Within 90 days: first-call completion for prior auth intake reached 94%. Average authorisation handle time reduced by 38%. Patient satisfaction scores for the scheduling journey improved by 21 percentage points.
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