customer stories
Streamlining Healthcare Delivery with Talkdesk.
USE CASE
Service & Support
INDUSTRY
Healthcare & Life Sciences
INTEGRATION
Talkdesk Healthcare Experience Cloud
Epic EHR
KEY METRIC
↓ 98% in wait time
↑ Autopilot empowering customer to a 45% self-service rate
Provide quality healthcare for all
Evara Health is a federally qualified health center (FQHC). They treat around 60,000 patients per year and receive up to a quarter of a million visits in any given year.
"We did a much deeper dive with our integration with Epic, and we were able to have patients reschedule, cancel, and make new appointments without ever having to talk to an agent."
Howard Rubin Chief Information Officer at Evara Health
Evara Health has revolutionized its patient service approach with Talkdesk, addressing key challenges in remote work, patient access, and operational efficiency. By leveraging Talkdesk’s Autopilot, Evara Health now efficiently manages 45% of its call volume through automated systems. This automation allows human agents to focus on more complex issues, leading to a reduction in average handling time and improved care quality.
The impact on patient experience has been significant. Previously, patients faced wait times ranging from 20 to 60 minutes to connect with an agent. With Talkdesk Autopilot, these wait times have been reduced enhancing accessibility and overall satisfaction by nearly 120%. This transformation underscores Evara Health’s commitment to setting new standards in healthcare efficiency and patient care.
