Yale New Haven Health (YNHH) runs patient access the way a hospital runs triage: as the front door to everything that follows. Get it right, and patients reach the right care faster, with less friction, at a moment when they’re often already anxious. Get it wrong, and every downstream step in that patient’s care gets harder.

For YNHH, a seven-hospital system with more than 1,500 physicians across Connecticut, the front door had a problem. Six disconnected contact center systems meant that even small operational changes required IT tickets and coding-level work, while agents juggled multiple screens just to help a patient reschedule an appointment. Working with implementation partner Amplix, YNHH consolidated those systems onto Genesys Cloud with Health CX, integrated with Epic, and cut repeat patient calls in half.

Quick Answer: Yale New Haven Health, a seven-hospital system in Connecticut, reduced repeat patient calls by 50% and cut average handle time by roughly a minute per call by consolidating six disconnected contact center systems onto Genesys Cloud with Health CX, integrated with Epic. Amplix served as the implementation partner, delivering the initial rollout in seven weeks.

The Challenge

Six Systems, One Front Door

Patient access at YNHH was a strategic priority tied directly to growth, satisfaction, and the system’s mission of coordinated care. But the technology behind it was working against that goal.

• Six disconnected CX systems required heavy customization and constant IT involvement for routine changes
• Reporting was limited, so supervisors lacked real-time visibility into what was actually happening in the contact center
• Even simple routing adjustments meant lengthy ticketing processes and coding-level work
• Agents had to navigate multiple systems mid-call, adding friction for both staff and patients

“Every change within the previous system was coding-level work dependent on IT teams,” said Bryan Cofrin, Chief Technology Officer for YNHH. Leadership had already begun centralizing patient access operations, but the technology wasn’t built to keep pace with that ambition.

The Approach

Consolidate First, Then Layer In Intelligence

YNHH wanted a modern, cloud-based platform that could unify the experience across patients, agents, and care teams, while integrating natively with Epic, the electronic health record system its teams rely on for nearly every interaction. Genesys Cloud, running on AWS, stood out as the strongest fit.

Rather than treating the Epic integration as an add-on, Amplix and YNHH built the deployment around it from the start: assessing workflows, routing logic, and patient journeys before activating new capabilities, so that each feature landed with clear operational value instead of just being switched on.

Amplix compressed what would typically be a 16-week deployment into seven weeks, consolidating six complex CX systems into a single unified platform and reducing technical debt in the process.

The Solution

Patient Context That Follows the Call

With Genesys Cloud and Health CX, integrated with Epic, live, patient context now follows the individual from the automated phone system to a live representative and on to the right care team, rather than resetting at every handoff.

• Health CX, integrated with Epic saves 15 to 30 seconds on every call, adding up across roughly 15,000 daily interactions without adding headcount
• Authentication completed earlier in the call makes channel and department transitions smoother
• Redesigned call flows let patients returning calls from nurses, pharmacy, or physician offices route directly back to the originating department
• Managers can reassign agents and adjust routing in real time, without waiting on IT

The result is a system that identifies patients earlier, routes them more intelligently, and gets them to the right team with less repetition.

The Outcome

Fewer Repeat Calls, Faster Answers

The consolidation produced measurable gains in both patient experience and operational performance.

• Repeat calls per patient dropped from approximately 2.2 to 1.1 — a 50% reduction driven by better routing and fewer transfers
• Average call handle time fell by roughly a minute per call
• Average speed of answer improved to under one minute across most programs, with YNHH now targeting a best-in-class 45 seconds
• Real-time reporting replaced a process that once took days to surface the same insight

The difference in data reporting and dashboard is like a completely different world, said Cofrin. Now we have real-time reporting, real-time analytics, and the ability to drill directly into interactions.

Even historically difficult moments, like Monday-morning call spikes, became more manageable through improved IVR capabilities and the operational flexibility to adjust staffing on the fly.

Why Amplix

With patient access now unified on an AI-ready platform, YNHH is working with Amplix to identify where automation can reduce administrative burden and support routine patient needs, without losing the human element that healthcare depends on. That includes exploring conversational AI, automated demographic validation, and quality and sentiment analysis at a scale that manual review never allowed. For a closer look at how Amplix approaches customer experience modernization for healthcare organizations, visit our CX capabilities page, or talk with an Amplix advisor about your own contact center environment.

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Frequently Asked Questions

What is Health CX, integrated with Epic?

It’s a Genesys Cloud capability that connects contact center workflows directly to Epic, giving agents patient context and verified identity in one place instead of requiring them to work across separate systems.

How does integrating a contact center with Epic improve the patient experience?

Patient context follows the caller from the automated phone system to a live agent and on to the right care team, so patients spend less time repeating information and reach the right resource faster.

How long does a healthcare contact center modernization project take?

It depends on scope, but mapping workflows and routing logic before go-live can significantly shorten the timeline. Amplix delivered YNHH’s initial rollout in seven weeks against a typical 16-week estimate.

What results can a health system expect from consolidating contact center systems?

Common outcomes include fewer repeat calls, shorter handle times, and real-time operational visibility that no longer depends on IT tickets to adjust.

What role does Amplix play in a Genesys Cloud healthcare deployment?

Amplix serves as the implementation partner: assessing workflows and routing logic ahead of go-live, managing the rollout, and providing ongoing advisory as the health system expands into automation and AI use cases.