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

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.

The Solution

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.