Epic Systems Real-time Integrated Autopay by Phone IVR System from 1-800 Notify (App Orchard Partner)

This documentation provides details to help install and maintain the 1-800 Notify Autopay by Phone IVR system.  This system communicates in real-time with your Epic Environment using Web Services.  We support both client-hosted and Epic Systems-hosted environments. 

1-800 Notify is an App Orchard partner.  Learn more at: https://apporchard.epic.com/.  Learn more about Epic Systems at: https://www.epic.com/

Want to Get Started or Need Help?

Contact us at info@1800notify.com or call us at 1-800-939-1853.

Technical Overview of Solution:

ivr-epic-call-data-flow.png

The image above highlights key areas of work to successfully implement your Epic Systems-Integrated IVR Autopay by Phone System.   (Each of the numbers shown in the above image will be described in detail below.)

Pre-Requisites

App Orchard Account: Your organization must have an active Epic App Orchard Account to download and implement the Web Services required for the IVR System.

Compatible Payment Processor: Your organization must have an active account with one of the compatible payment processors that work with 1-800 Notify.  Currently we support InstaMed and TSYS.  If you work with someone else, please let us know and we can talk with you.

1.0  Your Phone System Work

There is nothing to install on your site to get the IVR up and running, however you will have to make some adjustments to your Phone System in order to offer the choice for callers to use the Automated IVR system instead of talking to your staff.

1.1  Phone Menu System

Adjust your phone menu system to allow callers to "Press 1 to use your secure automated phone system.  Please have your guarantor account number and account holder's date of birth ready for your security."  You will have to transfer the callers to a dedicated toll-free number we assign to your organization.

1.2  On-Hold Queue Transfer Option

If your phone system can support it, you can also offer an on-hold periodic break-in message offering the same transfer option to callers who are on hold waiting for one of your customer service agents.  Example: "Remember, if you need to check your balance or make a payment, you can use our automated system by pressing 9 now."

1.3  Offer Speed Dial from Your Agent's Phones

If you make the business decision to allow your Customer Service Agents to offer a transfer for a patient to make a secure PCI compliant payment on the IVR, you will need to add a speed dial / transfer option for your Agents.  Example:  "Would you like to make your payment using our automated system?  It's fast, easy and secure.  May I transfer you now?"  If the patient agrees, then the Agent will need an easy way to transfer them to the IVR.

1.4  Publish your Dedicated IVR Number

You may also choose to put your dedicated toll-free IVR phone number on your statements or web site.  Example: To make a phone payment or check your balance 24/7, please call 1-8xx-xxx-xxxx.

2.0  Proxy Server 

NOTE: If your Epic environment is hosted by Epic Systems, you will need to contact your Epic Technical Support person to get this step completed.

2.1  Proxy Server Configuration

In order to allow the external IVR Server access to your Epic Environment, you will have to configure your proxy server / web server to allow external traffic for specific web services. (listed below in 3.1)

3.0  Web Services Server / Interconnect 

NOTE: If your Epic environment is hosted by Epic Systems, you will need to contact your Epic Technical Support person to get this step completed.

3.1  Web Service List

The web services listed below will need to be enabled for your IVR.  A few of the ones below may not be required depending on the functions you choose to enable on your IVR.

We suggest you contact your Epic Technical Support for assistance in getting the following web services implemented.

GetBillingPatientFromGuarantor >> Patient ID

/api/epic/2012/Billing/Account/GETBILLINGPATIENTFROMGUARANTOR/Account/Billing/Guarantor/Patient/ID

GetBillingPatientFromHospitalAccount >> Patient ID

/api/epic/2012/Billing/Account/GETBILLINGPATIENTFROMHOSPITALACCOUNT/Account/Billing/HospitalAccount/Patient/ID

GetPatientDemographics >> Demographics used for authentication on the IVR (e.g. Date of Birth, Phone)

/api/epic/2015/Common/Patient/GetPatientDemographics/Patient/Demographics

GetPatientBillingDetails >> Pull patient balance, payment plan info

/api/epic/2012/Billing/Account/GetPatientBillingDetails/Patient/Billing 

PostPayment >> Post payment to Guarantor Account

/api/epic/2012/PatientAccess/Patient/POSTPAYMENTPatientAccess/Patient/Payment

GetAccountPayments >> Recent payments

/api/epic/2012/Billing/Account/GetAccountPayments/Account/Payments

SendHospitalAccountDetailBill

/api/epic/2012/Billing/Account/SENDHOSPITALACCOUNTDETAILBILL/Account/Billing/HospitalAccount/DetailBill

Get Account Demographics

/api/epic/2012/Billing/Account/GetAccountDemographics/ Billing/Account/Demographics

3.2  Web Service URL Prefix for Non-Production and Production Access

You will need to setup both a non-production and production URL prefix for the web services.

For Client-hosted environments, these URLs prefixes typically look like:

Non Production: https://nonprd.healthsystem.org/

Production: https://prod.healthsystem.org/

If you are hosted by Epic Systems, these URLs prefixes will typically look like:

Non Production: https://epicproxy-np.etnnnn.epichosted.com/IVRARR

Production:  https://epicproxy.etnnnn.epichosted.com/IVRARR

4.0  Activate Client IDs with Epic App Orchard

You will need to activate the 1-800 Notify Client-IDs for both Production and Non-Production access to your Epic Environments with Epic App Orchard personnel.

Conact 1-800 Notify to receive the required Client-IDs

Send them to your App Orchard Technical support contact in order to get these activated so they will be allowed to use your Web Services for the IVR.

 

5.0  Setup an Epic User for Web Services Access

5.1  Setup an EMP user for the IVR server to access Web Services.

This user will have the same / similar security as a billing call center agent.  Ability to access patient accounts, balances, make and post payments.

If you have an External Payment Page (EPP) setup, you will have an EMP user already setup for the EPP.  The IVR will be able to function with similar security as this user.

 

6.0  Payment Processor Setup

6.1  IVR-Specific Outlet

You will want to setup a new outlet for the exclusive use of the IVR system.  This will allow you to segregate all your IVR payments from other payment channels, such as from your Staff or from MyChart.

6.2  Credentials To Access your Payment Processor's API

You will need to supply credentials to your 1-800 Notify Techncial Team in order for the IVR to access your payment processor's API to collect payments on your organization's behalf.  We support credit, debit and bank account (ACH) type payments.  

7.0  Customer Service Agent Training

7.1  Pre-Launch Training

You will want to be sure your Customer Service Agents are fully aware of the IVR Autopay system.  Specifically, how patients will identify an authenticate themselves.  This will allow your Agents to assist patients who might be having trouble getting used to the new system.  

If you have opted to allow your Agents to transfer a patient to the IVR to complete a payment, then this functionality will have to be trained.

7.2  Post-Launch Training

The key training for post-launch of your IVR system will be for your Agents to gather feedback on the IVR, especially from patients who are having difficulty with the IVR.  If a patient says "the IVR didn't work," then it's very important for your staff to be able to ask detailed questions to pinpoint the issue and help determine if adjustments / fine-tuning of the IVR is needed.

-  If you got stuck, where was it?  (Entering your guarantor number, your date of birth, credit card, etc.)

- What were you doing right before you had trouble?

- Are there any details you can tell me about what did not work for you?

- Did you hear your balance correctly?

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