Epic setup guide

What your organisation needs, the seven setup steps, and what 2care reads, writes and never touches in Epic during a booking call.

4 min read

How it connects

2care connects through Epic's supported integration route, authorised by your organisation and scoped to what the agent needs to read and write. Availability is read live on every call, and the appointment is written into Epic during the conversation, so it exists before the caller hangs up.

Nothing is installed on your estate and no credentials are shared with us. The exact scope is agreed during implementation review, and every write is a discrete event your team can trace and undo.

• Department. The service a caller needs, worked out from how they describe the problem.
• Visit type. The kind of appointment, such as a new patient assessment or a review, which sets its length.
• Slot. An open time on a provider's schedule that the agent can offer.
• BAA. The Business Associate Agreement your organisation signs with 2care before any patient data moves.

Before you start

Setup

1. Sign the BAA. No patient data is read until it is in place.
2. Hold the implementation review. Together you and 2care agree the scope, the escalation rules and the department mapping.
3. Authorise the connection. Your onboarding specialist works alongside your integration team through each screen in Epic.
4. Map departments and visit types. The agent learns how each service is described, so it routes a caller from what they say rather than from a menu.
5. Confirm providers and locations. Providers, schedules and sites are matched to what Epic already holds.
6. Test against your own scenarios. The cases your team is most worried about are agreed in advance and run before any line moves. See how changes are tested.
7. Switch the line over. Your number forwards to 2care at the hours you choose. See forwarding your number.

On a booking call

The appointment is confirmed to the caller only once Epic has accepted it. If the slot was taken in the meantime, Epic refuses the write and the agent offers the next open time instead.

What 2care reads

• Departments and services, to resolve which service a caller needs
• Provider schedules, including working hours, existing bookings and blocks
• Visit types, so each appointment is booked at its correct length
• Patient identity, to recognise a returning caller and avoid a duplicate record
• Coverage already on file, so patients are not asked to repeat it

What 2care writes

• New, rescheduled and cancelled appointments
• Contact details captured on the call, confirmed aloud before anything is saved
• Coverage fields such as carrier and member identifier, so verification can run ahead of the visit
• The reason for the visit, recorded against the booking
• The call outcome, attached to the record as a traceable event

What 2care never touches

• Clinical documentation: notes are never read or written
• Results and reports: result calls go to your team. See refill and results requests
• Medication records: a request is taken down and passed on, never granted or changed
• Anything outside the scope your organisation configured

Department routing

Patients describe a symptom, not a department. The agent works out the department and visit type from that description, then books within that department's own rules.

Anything clinical is escalated on the protocol your organisation defines, with the transcript attached. See how urgent calls reach a person.

Questions

Does 2care write into Epic, or hand us a queue of requests?

It writes. Availability is read live and the appointment is created during the call, so there is nothing for your team to key in afterwards.

How many calls can it take at once?

2care handles 1,000+ concurrent calls, scaling elastically. Your morning peak is answered at the same speed as an overnight call.

Is everything auditable?

Yes. Each call is transcribed and each write records the call behind it. See encryption and audit logs.

Related

• Epic integration overview
• HIPAA and the BAA
• Go-live checklist