Deep Epic specialization for the full ecosystem.
InterScripts staffs 180+ Epic-credentialed analysts, certified Principal Trainers, and Cogito Developers who live inside Hyperdrive, MyChart, Bridges, Care Everywhere, Cogito, Beaker, and the mobile suite every day. Foundation builds, M&A consolidations, upgrade quarterlies, and 24×7 break-fix, all under one engagement model.
We measure ourselves on the same metrics your CMIO does: activation rates, in-basket volume, message-pool routing accuracy, and time-to-resolution. The result is an Epic UserWeb 5-star average and a partner roster of academic medical centers, IDNs, and community health systems.
99.97%
Hyperdrive
78%
MyChart Activation
99.1%
In-Basket SLA
Active Workstreams
- In Flight
WS-7724
Hyperdrive Transition · Foundation
- Tier 2
WS-7723
MyChart Activation Sprint
- Live
WS-7722
Bridges HL7 → FHIR R4
- Scheduled
WS-7721
Cogito Caboodle Refresh
Hello World Ready
Break-Fix
<48 hr SLA
The MyChart help desk
that never puts patients on hold.
Meet MyChart Assist: agentic, conversational AI that verifies patients against Epic, fixes portal access and books appointments in plain language, by voice or chat, at 2 PM or 2 AM, in 300+ languages.
When a human is needed, the conversation, transcript and verified patient context land with a U.S.-based InterScripts MyChart analyst instantly. Patients never repeat themselves. Your Epic team only sees what truly needs them.
24×7
U.S.-based, 365 days a year
150K+
patient interactions a year
>90%
first-contact resolution
4.8/5
patient satisfaction
Track record across InterScripts MyChart programs.
MyChart Assist
Voice AI · Phone · English
and dialects
in Epic
Conversational AI, wired into Epic.
An AI-powered cloud contact center and purpose-built healthcare AI agents sit between your patients and your Epic environment, governed by the same Epic experts who run your MyChart service desk.
Patients & caregivers
- Phone · voice AI
- MyChart web chat
- SMS & messaging
- Mobile app
- In-browser calling
- Email & portal messages
AI orchestration layer
MyChart Assist AI platform
- AI agents · agentic self-service
- Real-time agent assist
- Generative contact summaries
- Conversation analytics
- Skills-based routing & queues
HIPAA-eligible cloud services · U.S.-hosted · full audit trail
Systems & people
- Epic · APIs & FHIR R4
- Epic scheduling
- Real-time eligibility
- Your ITSM tickets
- InterScripts MyChart analysts
- Your Epic, billing & clinical teams
Twelve things your patients will notice on day one.
Routine requests, finished end to end in the conversation.
Verifies identity instantly
Confirms the patient in real time against Epic before any change, removing the slowest step of every call.
Fixes portal access
Password resets, unlocks, activation codes, MFA and username recovery, done while the patient is still on the line.
Books and reschedules 24×7
Natural-language scheduling into Epic with real-time insurance eligibility, including nights and weekends.
Gets patients visit-ready
Camera, microphone, browser and app checks before video visits, plus eCheck-In and pre-visit guidance.
AI that knows your Epic as well as your analysts do.
MyChart Assist works inside your Epic, ITSM and telephony environments, or on a fully managed U.S.-hosted platform we run for you. Behind it sits our Epic Center of Excellence: 180+ Epic-credentialed professionals.
Identity
Patient demographics confirmed through Epic APIs and FHIR R4 before any account change.
Scheduling
Open slots read and appointments booked or rescheduled directly in Epic.
Coverage
Real-time insurance eligibility checked before the visit is confirmed.
MyChart
Resets, unlocks, activation codes, proxy requests and guided navigation.
ITSM
Every contact documented, including the identity verification method used.
Analysts
Verified context and transcript arrive with the call, chat or message.
AI first. Humans always one step away.
- 0
Tier 0
AI self-service
MyChart Assist resolves identity, access, scheduling and how-to requests end to end.
- 1
Tier 1
MyChart service desk
U.S.-based InterScripts analysts resolve and document, with full context from any AI interaction.
- 2
Tier 1.5 / 2
MyChart specialists
Proxy, dependent-account and configuration issues resolved in 1 to 3 business days.
- 3
Tier 3
Your teams
Clinical, billing and Epic build items, routed with root cause already documented.
Clear clinical boundary. Neither the AI nor our analysts give clinical advice, triage, diagnoses, medication guidance or test-result interpretation. Clinical questions follow your approved routing framework, scored on every QA-sampled interaction.
Fewer calls. More MyChart.
Results from InterScripts MyChart programs at pediatric and community health systems including Children's Nebraska, Akron Children's and Arkansas Children's, each running at up to 8,000 to 9,000 patient contacts a month.
~25%
lower call volume
~30%
higher MyChart adoption
~20%
fewer repeat contacts
35%
faster escalations
Contractual service levels
Up to 10% of monthly fees at risk
| Metric | We commit | We deliver |
|---|---|---|
| Average speed of answer | ≤ 45 seconds | under 30 sec |
| Service level | 80% answered ≤ 20 sec | · |
| Abandonment rate | < 4% | below 3% |
| First-contact resolution | ≥ 85% | above 90% |
| Patient satisfaction | ≥ 95% | 4.8 / 5 |
| Quality assurance score | ≥ 95% | · |
| Chat first response | ≤ 45 seconds | · |
| Email first response | ≤ 4 business hours | · |
Defined in a jointly approved KPI dictionary. Handle time is never optimized at the expense of patient experience. “We deliver” reflects our track record across current programs.
Governed adoption
The AI layer is optional and phased. It goes live only with your written approval, starting with low-risk intents such as password resets and activation codes, and expands as results are proven.
Built-in guardrails
HIPAA-eligible, U.S.-hosted cloud services, responsible-AI guardrails, human-in-the-loop escalation, a full transcript and audit trail, and no clinical advice. Ever.
Security you can audit
HITRUST r2, SOC 2 Type II, ISO 27001:2022 and ISO 9001:2015. BAA before any PHI access, U.S.-based PHI handling, MFA and least-privilege access, U.S. failover with RTO ≤4 hrs.
Live in six to eight weeks.
A Transition Management Office, six quality gates, a graded pilot and a hypercare command center. The team that learns your workflows is the team that supports your patients. You own every knowledge asset, with no lock-in.
Wk 1–2
Initiation & planning
Gate G1
Wk 2–4
Knowledge transfer
Gate G2
Wk 3–6
Training & readiness
Gate G3 · G4
Wk 6
Pilot & go / no-go
Gate G5 · G6
Wk 7–8
Go-live & hypercare
Then
Stable operations
Outcomes, not just resources.
Every engagement is anchored to operational metrics, activation, in-basket, message-pool accuracy, real-time eligibility, not hours billed.
Hyperdrive transitions, on schedule.
We migrate organizations off Hyperspace and onto Hyperdrive without re-credentialing chaos, full inventory of plug-ins, Citrix dependencies, third-party launchers, and Print Services validated against Epic's November Foundation build.
MyChart activation that actually moves.
Lift activation rates 25–40 points through Welcome workflow optimization, FastPass tuning, proxy access automation, and after-visit message templates engineered to drive in-app conversion.
In-basket relief for the clinical workforce.
Message-pool routing redesigns, smart triage, and SmartPhrase libraries cut average in-basket volume 30–55%. Clinicians get hours back; patients get faster answers.
Three practices, one Epic bench.
InterScripts is structured around the three Epic practice areas a modern CIO has to staff: the patient-facing MyChart digital front door, the Clinical Services Division (CSD) that lives inside ClinDoc, ASAP, and OpTime, and the Epic COE, a multi-shore Center of Excellence that scales the first two on demand. Same Foundation build. Same SLAs. Three distinct centers of expertise.
Practice 01 · Patient-Facing
MyChart Practice
Build the digital front door patients actually use. Activation campaigns, FastPass tuning, eCheck-In, Open Notes, billing transparency, telehealth, proxy and teen access, bedside MyChart, and the Cogito dashboards that prove digital ROI to the CFO.
What we build
68%
Activation
+32pt
YoY Lift
4.8★
App Store
Practice 02 · Clinical-Facing
CSD. Clinical Services
Live inside the clinician workspace. ClinDoc personalization, ASAP throughput, OpTime block management, in-basket triage, message-pool routing, ambient AI scribe rollouts, and the deep specialty build (Beaker, Willow, Stork, Cupid, Radiant) that determines whether providers love or leave the EHR.
What we build
−42%
In-Basket Vol
+27%
EHR Efficiency
<48h
Break-Fix
Practice 03 · Multi-Shore
Epic COE
A blended US + Colombia Center of Excellence that triples your Epic bandwidth without tripling your spend. Epic-credentialed senior engineers in EST/CST overlap, SOC 2 + HITRUST controls on both shores, and bilingual delivery that lets MyChart and CSD scale at the speed your CMIO needs.
What we deliver
38%
Cost Savings
3×
Bandwidth
<2 wk
Ramp Time
Shared Backbone
One bench. Common Foundation build. Unified governance.
Six pillars of Epic delivery.
From upgrade quarterlies and M&A consolidations to the long-tail of optimization tickets, we cover every Epic discipline, end to end.
247
Plug-ins Scanned
12
Remediated
0
Blocking Issues
- Hello World certificationPass
- EPCS / MFA / SSO regressionPass
- Citrix → native cutoverWk 8
Pillar 01
Hyperdrive Migration & Optimization
End-to-end Hyperdrive readiness assessments, plug-in remediation, and silent install rollouts. We co-pilot the entire Hyperdrive transition with your Application Coordinators, from Hello World sandbox testing through production cutover and post-go-live stabilization.
- Hello World certification & device pilots
- EPCS, MFA, and SSO regression suites
- Plug-in inventory & vendor remediation
- Workflow timing benchmarks vs. Hyperspace
68%
Activation Rate
+32pt
YoY Lift
4.8★
App Store
- FastPass adoption74%
- eCheck-In completion82%
- Telehealth visit share36%
Pillar 02
MyChart Patient Engagement
Patient-facing portal builds and ongoing optimization. Welcome experience, FastPass, eCheck-In, Open Notes, billing, telehealth, proxy/teen access, and bedside MyChart. Coupled with Cogito dashboards that prove activation lift, message deflection, and digital front-door ROI.
- Activation campaign workflows
- Bedside MyChart (Care Companion) builds
- On Our Sleeves & e-Visit configuration
- Real-time eligibility & price transparency
187
Active Interfaces
4.2K/s
Messages
99.97%
Uptime
- ADT · admit/discharge/transferLive
- ORM / ORU lab orders & resultsLive
- FHIR R4 / SMART on FHIR34 apps
Pillar 03
Bridges, HL7 & Interoperability
Inbound and outbound HL7 v2, FHIR R4, and CDA pipelines on Bridges, from lab orders to ADT feeds to public-health reporting. We handle Care Everywhere optimization, Carequality and CommonWell exchange, and the long tail of bespoke vendor interfaces nobody else wants to touch.
- ADT, ORM, ORU, MDM, SIU interfaces
- FHIR R4 endpoints & SMART on FHIR apps
- Care Everywhere record-pull tuning
- IRIS Hub and TIE bridging
240+
Dashboards
12
ETL Jobs / hr
18s
Avg Refresh
- Caboodle ETL · last load6m ago
- Clarity → BI pipelines8 live
- ACO / Quality measure attributionOn track
Pillar 04
Cogito Reporting & Analytics
Caboodle, Clarity, Reporting Workbench, Radar, SlicerDicer, and the full Cogito stack, built and tuned by certified Cogito Developers and Data Model Specialists. We close the gap between raw Epic data and decision-grade dashboards leadership trusts.
- Caboodle ETL & extract framework
- Tableau / Power BI on Clarity
- Quality and ACO measure attribution
- KPI scorecards mapped to MyChart cohorts
2,400
Specimens / day
28
Instruments
96%
First-Pass Resulting
- Microbiology workflowActive
- Reflex testing rules184
- Anatomic Pathology builds12 sub-spec
Pillar 05
Beaker LIS & Specialty Modules
Beaker Clinical Pathology and Anatomic Pathology configuration, microbiology workflows, instrument interfaces, and middleware integrations. Plus deep build across Willow Inpatient/Ambulatory, Stork, ASAP, OpTime, Anesthesia, Cupid, Radiant, and the rest of the specialty stack.
- BCA, AP, and Micro builds
- Instrument & middleware interfaces
- Specimen routing & label engineering
- Reflex testing rule libraries
6,800
Devices Enrolled
98%
MDM Compliance
100%
Cert Renewals
- Rover · nursing & techs4,120
- Haiku / Canto · providers2,380
- Limerick · pharmacy300
Pillar 06
Rover, Haiku, Canto & Limerick Mobile
Mobile Epic, nurse and tech workflows on Rover, physician charting on Haiku and Canto, and Limerick for community pharmacy. We handle MDM enrollment, security profiles, scanner pairing, and the workflow tuning that makes mobile actually faster than the desktop.
- MDM (Intune/Workspace ONE) profiles
- Barcode & RFID device pairing
- Offline mode & battery-life QA
- iOS/Android certification cycles
The roles we staff every day.
All current on Epic UserWeb. All able to clear Epic's credentialing on first attempt. All accountable to your CMIO and CIO, not a billable-hours target.
Application Coordinator
Multi-module, multi-instance. Foundation, Community, Connect.
Principal Trainer
Certified PTs across ClinDoc, Orders, ASAP, OpTime, Cadence, Tapestry.
Cogito Developer
Caboodle, Clarity, RWB, SlicerDicer, proven dashboard delivery.
Interface Analyst
Bridges, FHIR, HL7 v2, CDA, exchange experience at scale.
MyChart Specialist
Activation, telehealth, billing, proxy, bedside, full lifecycle.
Hyperdrive Lead
Plug-in remediation, silent install, citrix-to-native cutover.
The bench you get, built for confidence.
Every consultant on your engagement has cleared a six-stage gauntlet, and stays sharp through continuous training, cross-functional rotations, and rubric-based quality audits. We accept ~4% of applicants. We keep them that way.
Targeted Sourcing
Pre-vetted
Healthcare-IT specialty recruiters + referral-first pools.
Domain Screen
Knowledge
EHR, FHIR, HIPAA fluency. English communication scored.
Skills Lab
Technical
Live build, breakpoint scenarios, real workflow exercises.
Communication Check
Soft Skills
Situational judgment, clinician empathy, cultural fit.
Onboarding Bootcamp
4-Week Intensive
Client systems, brand voice, HIPAA & security re-cert.
Continuous Training
Always-On
Quarterly certs, cross-functional rotations, peer reviews.
QA Audits, Monthly
Rubric-scored work reviews and call audits. Drift threshold of <3% triggers same-day remediation, not a quarterly post-mortem.
Continuous Training
80 hours per consultant per year. Vendor certifications, AI/cloud microlearning, weekly office hours, internal university curriculum.
Cross-Functional Rotations
Quarterly module rotations + cross-tower exposure (Epic ↔ Cerner ↔ AWS ↔ Salesforce). Engineers stay versatile; teams stay redundant.
Compliance & Credentials
Our Epic practice operates under HITRUST r2, SOC 2 Type II, ISO 27001, and CMMI Level 3, the same frameworks our health-system clients are audited against.
In their words.
Every CIO looks for partners that are faster, better, and more cost-effective. InterScripts delivered on all three for Reid Health.
Muhammad Siddiqui
Chief Information Officer, Reid Health
Why are you even looking at other vendors?
Ryan
IT Leadership, Children's Nebraska
MyChart support and conversational AI, answered.
MyChart Assist is the InterScripts conversational AI layer for Epic MyChart patient support. Running on a HIPAA-eligible cloud contact center, it verifies patients against Epic, resolves password resets, unlocks, activation codes and how-to questions, and books or reschedules appointments in natural language by voice or chat, 24×7 and in 300+ languages. When a person is needed, the conversation, transcript and verified patient context transfer to an InterScripts MyChart analyst instantly.
Ready to move the Epic numbers that matter? let's talk.
We'll scope the engagement against your upcoming quarterly, your activation gap, or your next Hyperdrive milestone, and put the right Application Coordinator on a call within a week.