The new platform aims to enhance the way call center agents interact with patients by providing them with a customized view of a patient’s needs. The platform leverages the Salesforce Health Cloud and EHRs, enabling call center agents to tailor each interaction to each individual patient. Call center agents will have access to a patient’s medical history, insurance information, scheduled appointments and preferences in real time.
Conceptualized by Andrew Rubin, vice president for clinical affairs and ambulatory care at NYU Langone, and Nader Mherabi, senior vice president and vice dean, CIO at NYU Langone, the platform was developed through a partnership with Salesforce, Cisco and Mulesoft.
NYU Langone initially launched the platform at Huntington Station, N.Y.-based NYU Langone Huntington Medical Group, with plans to roll it out across all inpatient and outpatient locations by the end of the year.
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