Pulse replaces Epic’s Welcome Kiosk and Cheers CRM with a consumer-grade healthcare customer relationship management platform that treats patients as customers who choose where they receive care. From the moment a prospective patient searches for a provider online through their first appointment, ongoing engagement, and lifetime health management, Pulse orchestrates every touchpoint with the personalization and intelligence that patients expect from every other industry and have never received from healthcare.
Every other consumer industry — retail, hospitality, financial services, airlines — uses CRM systems to understand their customers, anticipate their needs, and proactively engage them with relevant offers and information. Healthcare still waits for the phone to ring. Epic Cheers introduced CRM to the Epic ecosystem, but it operates as a bolt-on to an EHR-centric architecture rather than as a consumer-first engagement platform. Pulse treats patient engagement as a discipline equal in importance to clinical documentation.
Pulse creates a unified consumer profile that captures every interaction — website visits, provider searches, appointment requests, portal logins, messaging history, satisfaction surveys, and billing interactions — into a single longitudinal view. This profile enables personalized engagement at every touchpoint and identifies patients at risk of leaving the health system before they actually leave.
The digital front door is the patient’s first impression of the health system — and for 64% of patients, it determines whether they choose to seek care there. Pulse provides a consumer-grade search experience with provider profiles, specialty filtering, insurance verification, cost estimation, patient ratings, and real-time availability with one-click self-scheduling through Clarion Tempo.
Proactive patient outreach drives engagement, closes care gaps, and generates revenue that reactive systems miss entirely. Pulse manages omnichannel campaigns — email, SMS, push notifications, phone outreach, and direct mail — personalized to each patient’s health status, care gaps, preferences, and communication channel. Screening reminders, vaccination outreach, annual wellness visit campaigns, and post-procedure follow-up are automated with content tailored to the patient’s clinical context.
The waiting room clipboard is the last paper artifact in healthcare. Pulse replaces it with mobile-first digital check-in that begins 24 hours before the appointment: demographic confirmation, insurance card photo capture, consent signature, pre-visit questionnaire completion, and copay collection. On arrival, the patient confirms their presence with a one-tap check-in or a touchless kiosk scan. The clinical team sees a readiness status: green means the patient is checked in, forms are complete, and insurance is verified. No clipboard. No waiting.
When patients do call, the contact center should know who they are before they identify themselves. Pulse provides caller identification from ANI matching, displaying the patient’s profile, upcoming appointments, recent messages, open billing items, and predicted reason for calling based on their recent digital interactions. AI conversation guidance suggests responses for common inquiries, while warm transfer routes clinical questions to the appropriate care team with full context. Call outcomes are logged to the consumer profile automatically.
Patient experience is measured at every touchpoint, not just through post-visit surveys that arrive two weeks after the encounter. Pulse captures real-time satisfaction signals from digital interactions, survey responses, call center sentiment, online reviews, and complaint tracking. Net Promoter Score is calculated at the practice, department, provider, and system level. Detractor alerts trigger immediate service recovery workflows before a negative experience becomes a lost patient.
A regional health system serving a 2.4 million population deployed Pulse to replace a combination of Epic Welcome kiosks and a third-party CRM. The digital front door with real-time scheduling captured 43% more new patient appointments than the previous website-to-phone workflow. AI-personalized screening campaigns achieved a 78% response rate, closing 28% more colorectal cancer screening gaps than generic mailer campaigns. The contact center intelligence module reduced average call handle time by 34% by identifying callers and predicting their reason for calling before the conversation began.
We were losing patients to the urgent care down the street because they could book online in thirty seconds and we required a phone call. When we deployed Pulse, 43% of our new patient appointments came through the digital front door — patients who found us online, verified their insurance, saw the cost estimate, and booked an appointment at midnight on a Sunday. Those patients would never have called us on Monday morning. They would have gone somewhere else. Pulse did not just improve our engagement. It prevented patient leakage that we did not even know we were losing.
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