Academic Health System

CTG was engaged by a large academic health system that is consistently recognized for high-quality patient care, specialty providers across a range of disciplines, and innovative research.


The health system wanted to cultivate a more engaged and informed patient community and improve patient experience through enhanced Epic MyChart patient portal support, which also had to meet the high volume of support for their many campuses and disciplines. They sought a partner to help them achieve this goal with a solution designed to meet their objectives by supplementing their current activities, methods, and tools with industry best practices.


As the health system’s chosen partner, CTG provides 24x7x365 MyChart Patient Portal Support as the single point of contact for all MyChart patient calls and messages. A team of CTG analysts assists patients with tasks such as account activation, password resets, or portal navigation via phone, email, or system In Basket message. The company also provides technical support to patients prior to their telehealth visits and pediatric remote proxy activation support, which includes reviewing the medical record for any documentation that would preclude access as a proxy.

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