Hummingbird Healthcare is working with Genesys®, a global leader in agentic orchestration for customer experience (CX), to deploy the Genesys Cloud™ platform, helping health systems modernize contact center operations and create simpler, more connected patient experiences.
By bringing together its Epic-first patient access expertise and managed services with Genesys Cloud, Hummingbird is creating a pre-built, ready-to-run contact center model designed around the needs and workflows of health systems. The approach gives healthcare organizations a faster path to modernization by reducing the need to independently piece together technology, Epic integrations, workflows and operational best practices.
For many Epic health systems, building a modern contact center is a significant undertaking. One that requires sourcing the right technology, navigating Epic integrations, and developing operational best practices largely from scratch. This collaboration brings together the platform, the Epic expertise, and the operational know-how that health systems have historically had to piece together on their own.
Why Genesys
Genesys Cloud brings both together in a way that aligns with how Hummingbird operates, including native Epic integration and partnership, paired with workforce management, AI-powered routing, and quality assurance built into a single platform. This allows Hummingbird to run a unified operation for clients rather than managing a patchwork of tools and vendor relationships on their behalf.
Genesys Cloud works alongside a health system’s broader technology decisions rather than replacing them, so we can evolve platform usage as Epic’s capabilities expand. That kind of adaptability is what it means to be Epic-first.
“When someone reaches out to their health system, they just want to get to the right person or answer without unnecessary friction,” said Tara Mahoney, vice president of global healthcare at Genesys. “Hummingbird is bringing the technology, workflows and day-to-day operations together in a way that can make things easier for patients and the teams supporting them.”
What the Model System Means for Health Systems
Central to this operating model is the Hummingbird system, a pre-built contact center operating model designed around Epic workflows, built on Genesys Cloud, and refined through real-world implementations. Rather than building from scratch, Hummingbird deploys a single model system to clients, so every health system benefits from feature advances and lessons learned across the client base, not just its own experience.
This approach is what differentiates Hummingbird’s solution from buying a CCaaS platform on its own. Health systems get Hummingbird’s operational expertise, Epic-specific workflow design, and a team that manages and optimizes the system and workflows post-live. These are all pieces that determine whether a contact center performs and exceeds established benchmarks. The result is a long-term operating model, not just a technology deployment.
“We’re combining the best in the industry from both the EHR and the CCaaS platform with the operational know-how to run it. For the first time, health systems have a real standard for what a modern patient navigation contact center looks like, not just a switchboard.”
Raychel Haberer, President, Hummingbird Healthcare
What’s Ahead
As the model system matures Hummingbird plans to continue expanding its use of Genesys Cloud, incorporating new capabilities, while sharing results from health systems already putting it to work. For health systems evaluating how to modernize patient access, centralize contact center operations, or simply want to stop going it alone, let’s chat.