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TL;DR
Healthcare has shifted to a consumer-first model, and fragmented engagement no longer works. Epic Cheers is Epic’s embedded CRM platform that connects outreach, referrals, contact center operations, scheduling, and analytics directly to real-time clinical data inside the EHR.
Unlike third-party CRMs, it does not require complex integration projects. Campaigns use clinical criteria to trigger preventive outreach. Call Hub gives agents full patient context. MyChart integration enables trusted self-scheduling. Analytics track the full journey from message open to completed appointment and clinical outcome.
The results are measurable:
- 25x increase in mammography completion
- $37,000 annual savings from automation
- 9,000+ MyChart activations in under five months
- 4,500 mammograms completed, identifying 27 cancers
- Tens of thousands more flu shots delivered
Epic Cheers transforms CRM from a marketing tool into a clinically informed growth and population health engine inside the Epic ecosystem.
When engagement is embedded in the EHR, it drives revenue, improves efficiency, and leads to better patient outcomes.
Healthcare has entered the consumer era. Patients expect the same consistent, personalized service they receive from brands like Amazon. They no longer tolerate fragmented experiences across departments.
This shift has elevated CRM from a marketing tool to a strategic necessity.
Epic Cheers CRM is a healthcare-specific CRM solution that holistically manages patient outreach, engagement, and contact center interactions within the Epic ecosystem. It is embedded directly in Epic’s software suite, eliminating the need for time-consuming, separate integration projects with third-party CRMs.
Unlike external platforms layered on top of healthcare systems, Epic Cheers connects engagement tools directly to clinical data. That means outreach, referral management, scheduling, and call center interactions operate within the same patient record.
As one leader noted:
The patient doesn’t see us as ‘Atrium pediatrics’ or ‘Atrium family medicine,’ they see the whole organization as ‘Atrium Health,’ one single entity, and they want us to see ourselves that way, too.
That is the real shift.
Epic Cheers enables organizations to present one unified face to patients while aligning marketing, access, and clinical operations under a single data foundation.
CRM in healthcare is no longer optional. It is core infrastructure for growth, quality, and patient loyalty.
I. What Is Epic Cheers?
A. Definition and Core Architecture
What is Epic Cheers?
Epic Cheers is a healthcare-specific CRM solution embedded directly within the Epic software suite. It manages patient outreach, engagement, lead capture, and contact center workflows inside the EHR environment.
Unlike third-party platforms that require complex integration layers, Epic Cheers is native to Epic. That eliminates the need for separate data pipelines and reduces time-consuming integration projects.
The result is structural alignment. Marketing tools connect directly with clinical data. Contact centers operate within the same patient record as care teams. Outreach campaigns are based on real scheduling availability and care gap data.
This is not a CRM adapted for healthcare. It is built for healthcare.
B. Embedded, Not Bolted On
Direct Integration With Clinical Systems
Traditional CRMs sit outside the EHR and require interfaces to access clinical information. Epic Cheers integrates marketing and consumer engagement tools directly with existing technologies that are already rich in patient data.
Because it operates within a HIPAA-compliant Epic environment, organizations can securely use Protected Health Information to personalize outreach messages. That includes care gaps, screening eligibility, medication history, and referral status.
This level of integration enables:
- Real-time campaign triggers based on clinical criteria
- Referral tracking without duplicate systems
- Scheduling visibility during outreach
- Unified governance and security controls
Deep integration is the differentiator.
C. A Unified View of the Patient Journey
Engagement Across the Continuum
Epic Cheers connects multiple engagement touchpoints into a single framework. Prospective patients can complete website forms to express interest in services, which automatically trigger follow-up workflows.
Once engaged, interactions continue through Campaigns and Call Hub functionality within the same ecosystem. Every touchpoint feeds into a single patient journey record.
That continuity matters. As healthcare organizations compete for patient loyalty, fragmentation becomes a liability.
Epic Cheers supports a coordinated experience across departments, ensuring patients see a single system, not isolated service lines.
Epic Cheers transforms CRM from an external marketing tool into an integrated operational engine inside the Epic platform.
II. Key Features of Epic Cheers
A. Native EHR Integration
Direct Embedding Into Epic
Epic Cheers integrates marketing and consumer engagement tools directly with systems already rich in clinical patient data. It does not rely on nightly data feeds or external connectors.
Because it operates within a HIPAA-compliant environment, organizations can securely use Protected Health Information to tailor outreach messages. That includes care gap data, screening eligibility, medications, and referral status.
Key capabilities include:
- Real-time campaign triggers based on clinical criteria
- Shared patient record across engagement and care teams
- Secure PHI-driven personalization
- Unified governance and audit controls
Integration is not technical decoration. It is operational control.
B. Intelligent Outreach and Campaign Management
Campaigns Module for Preventive and Growth Initiatives
The Campaigns module orchestrates automated outreach for screenings and preventive care using pre-drafted emails and SMS messages. Campaign logic can be tied directly to eligibility criteria inside the EHR.
Prospective patients can also complete website forms to express interest in specific services, such as neurology, triggering automated follow-ups.
Organizations commonly use this functionality to:
- Promote preventive screenings
- Support service line expansion
- Activate dormant patients
- Nurture referral pipelines
Campaigns connect interest to action.
C. Contact Center and Call Hub Capabilities
Full Patient Context for Agents
The Call Hub module provides agents with a caller’s full history, including past interactions, scheduling details, and billing context. That visibility enables more personalized and efficient conversations.
Large organizations can maintain at-scale contact center operations without proportionally increasing staff population.
Capabilities include:
- Centralized call management
- Interaction history tracking
- Referral and scheduling visibility
- Performance monitoring dashboards
A centralized hub improves conversion rates and reduces operational friction.
D. Self-Service and Scheduling Enhancements
MyChart Integration
Epic Cheers leverages the trusted MyChart portal for self-scheduling and communication, which patients often prefer over random outreach messages.
Patients can:
- Schedule appointments
- Access health records
- Contact providers
- Manage their care journey
According to Surety Systems, this gives patients more control over their health and satisfaction.
The platform also includes a Provider Finder tool that enables staff to quickly locate providers accepting new patients in specific locations, facilitating immediate scheduling.
Convenience drives conversion.
E. Analytics and Performance Tracking
End-to-End Journey Monitoring
Epic Cheers monitors the complete engagement journey, including message open rates, click-through rates, and completed appointments.
Organizations can also track revenue generated and clinical outcomes linked to campaigns. That includes patients diagnosed through preventive screenings triggered by outreach initiatives.
Analytics capabilities include:
- Engagement metrics
- Appointment conversion tracking
- Revenue attribution
- Clinical outcome reporting
Data becomes actionable when it connects outreach to measurable care impact.
Epic Cheers transforms outreach from a broadcast activity into a clinically informed growth engine.
We Improved Predictive Accuracy in Childbirth with Advanced EHR Integration
III. Business Outcomes and Measurable Impact
A. Patient Acquisition and Digital Activation
Driving Engagement at Scale
Health systems are using Epic Cheers to activate patients and convert outreach into scheduled care. Yale New Haven Health activated over 9,000 patients on MyChart in under five months through targeted engagement efforts.
This is not passive marketing. It is a measurable activation.
When outreach aligns with scheduling and portal access, engagement turns into booked visits. Prospective interest becomes patient volume.
Organizations leveraging Epic Cheers report improvements in:
- MyChart activation rates
- Appointment conversion
- Referral retention
- Service line growth
Engagement without activation has limited value. Activation tied to access to care drives revenue.
B. Care Gap Closure and Preventive Impact
Screening and Vaccine Campaign Results
Community Health Network experienced a 25-fold increase in patients completing mammography screenings after moving from manual processes to automated workflows supported by Epic Cheers.
That same automation eliminated hundreds of hours of manual labor, saving $37,000 annually.
Froedtert Health and Community Health Network conducted automated mammography campaigns that resulted in 4,500 completed mammograms, identifying breast cancer in 27 individuals.
UTHealth Houston administered HPV vaccines to over 700 children and teens through targeted outreach.
Scripps Health and Franciscan Missionaries of Our Lady Health System administered flu shots to tens of thousands more people using automated campaigns.
These are not marketing metrics. They are clinical outcomes.
C. Operational Efficiency and Contact Center Performance
Centralized Hub Model
A large health system uses Campaigns to send digital reminders and the Call Hub to reach non-responders, allowing agents to view the full patient interaction history to improve appointment conversion.
Automation supports large-scale contact center operations without proportionally increasing staff levels.
One example highlights extreme efficiency:
“For one patient, the time from text message to completed eye exam was just 45 minutes… It can be that fast from campaign to completion.”
At Virtua Health, that 45-minute conversion illustrates what real-time scheduling visibility enables.
Epic Cheers integrates outreach, scheduling, and contact center execution into a single framework, reducing friction between departments.
Epic Cheers delivers measurable gains in revenue, efficiency, and clinical outcomes, not just engagement metrics.
IV. Epic Cheers vs Traditional Healthcare CRMs
A. Deep Clinical Integration vs External Customization
Embedded Data Advantage
The primary advantage of Epic Cheers is its deep integration with clinical data, including lab results, medications, and social determinants of health. Third-party CRMs such as Salesforce and Microsoft Dynamics lack this level of embedded access without extensive custom builds and ongoing integration work.
With external CRMs, organizations often face:
- Separate data warehouses
- Ongoing interface maintenance
- Delays between clinical updates and outreach triggers
- Governance complexity across platforms
Epic Cheers operates inside the same Epic framework that manages care delivery. That alignment eliminates the need for complex integration projects while maintaining consistent data standards.
Integration drives precision.
B. Healthcare-Specific Workflow Alignment
Referral, Scheduling, and PHI Utilization
Because Epic Cheers is embedded within a HIPAA-compliant Epic environment, organizations can securely use Protected Health Information to personalize outreach and automate engagement workflows.
This allows outreach to reflect:
- Screening eligibility
- Medication history
- Referral status
- Provider availability
Traditional CRMs often require layered customization to approximate this functionality.
Epic Cheers connects engagement to real-time scheduling and clinical workflows, ensuring marketing efforts convert into actual appointments.
The difference is structural.
One model adds CRM to healthcare. The other builds CRM inside healthcare operations.
For CIOs and CMIOs evaluating architecture decisions, that distinction determines long-term scalability, governance simplicity, and measurable ROI.
| Feature | Epic Cheers | Salesforce/Dynamics | Key Advantage |
| EHR Integration | Native, real-time | API sync required | No data delays |
| PHI Access | Direct, HIPAA-native | Custom security layer | Full clinical context |
| Campaign Triggers | Clinical data-driven | Marketing automation | Care gap targeting |
| Implementation Time | 3 months | 12+ months | Faster ROI |
| Cost Structure | Included in Epic | $100K+ annual + dev | Lower TCO |
V. The Future of Epic Cheers
A. Expanding the Digital Front Door
More Channels, More Access
Healthcare organizations are expanding digital access points to meet rising patient expectations. Future developments for Epic Cheers include chatbots, live chat, and digital intake channels that enable patients to express interest in care across multiple entry points.
This evolution supports a stronger digital front door strategy. Instead of relying on a single outreach method, organizations can coordinate:
- Website lead capture
- Live digital chat
- Automated campaigns
- Self-scheduling workflows
The goal is simple. Reduce friction between interest and appointment.
As engagement channels expand, Epic Cheers continues to anchor those interactions within the Epic ecosystem.
B. AI Integration and Predictive Personalization
Deep Integration of AI
Recent Epic User Group Meetings highlighted the deep integration of AI and Generative AI into Epic’s future roadmap.
For CRM capabilities, this signals a shift toward:
- Predictive segmentation
- Smarter campaign triggers
- Automated personalization at scale
- Enhanced contact center assistance
As AI matures within Epic’s platform, Epic Cheers will likely play a central role in translating predictive insights into targeted engagement actions.
The opportunity is not just automation. It is precision.
Organizations that combine real-time clinical data with AI-driven engagement logic will move faster, close care gaps more efficiently, and improve patient experience simultaneously.
Build a Custom EHR with Epic Integration Capabilities
VI. How Mindbowser Supports Epic-Centered CRM Strategies
To connect Epic Cheers engagement data to your own outreach app, contact-center tooling, or analytics stack, you integrate through Epic’s APIs ConnectHealth’s pre-built Epic connector and Helix AI can reduce that work from a multi-month custom build to days.
A. Strategic Planning and Data Readiness
Implementing Epic Cheers is not just a configuration task. It is an operational shift. Health systems must align growth objectives, referral workflows, contact center operations, and clinical priorities before technology delivers measurable impact.
Successful activation requires careful data conversion, migration planning, and contact center landscape optimization. Without structured planning, organizations risk underutilizing campaign logic, misaligning scheduling workflows, or duplicating outreach processes.
Mindbowser works with healthcare leaders to define implementation priorities early. That includes assessing referral leakage, identifying care-gap targets, mapping campaign triggers to clinical criteria, and establishing governance for PHI use. The goal is clarity before configuration.
At this stage, executive alignment matters most.
B. Contact Center Optimization and Continuous Improvement
Once foundational phases are complete, attention shifts to execution performance.
Contact centers sit at the intersection of engagement and scheduling. If Call Hub workflows are not aligned with real-time provider availability and campaign triggers, conversion rates stall. Mindbowser supports centralized engagement models that ensure agents operate with full patient context, referral visibility, and scheduling insight.
Optimization includes:
- Aligning Campaigns with Call Hub follow-up logic
- Reducing manual outreach processes
- Configuring performance dashboards
- Establishing escalation and service recovery pathways
The final phase is measurement. Tracking open rates, click-throughs, appointment conversions, revenue impact, and clinical outcomes ensures the system evolves with organizational goals.
Epic Cheers provides the embedded CRM foundation. Mindbowser ensures it is activated strategically, governed securely, and optimized continuously.
Elevating Patient Engagement With Epic Cheers
Healthcare organizations are redefining how they connect with patients. Consumer expectations, value-based care requirements, and competitive pressures demand coordinated engagement strategies.
Epic Cheers enables health systems to unify outreach, referrals, contact center operations, scheduling, and analytics within one Epic-native framework. It connects marketing activity to measurable clinical and financial outcomes.
The impact is tangible:
- 25-fold increases in screening completion
- Thousands of MyChart activations
- Tens of thousands of flu shots administered
- Faster appointment conversions
Healthcare growth now depends on precision engagement backed by clinical intelligence.
Epic Cheers positions organizations to deliver coordinated experiences, measurable outcomes, and sustained patient loyalty within the Epic ecosystem.
Epic Cheers centralizes patient outreach, referral management, contact center workflows, and engagement analytics within the Epic ecosystem. Instead of relying on disconnected marketing tools, organizations can manage campaigns, scheduling visibility, and patient interactions from a single platform.
This reduces fragmentation and improves measurable outcomes tied to both revenue and quality metrics.
Health systems using automated campaigns have seen measurable improvements in screening and vaccination rates. Community Health Network reported a 25-fold increase in mammography completion after switching from manual outreach to automated workflows, while also saving $37,000 annually in labor costs.
Froedtert Health and Community Health Network conducted mammography campaigns that resulted in 4,500 completed screenings and identified breast cancer in 27 individuals.
These examples demonstrate how engagement connects directly to clinical impact.
Yes. The Call Hub functionality provides agents with full visibility into patient history, scheduling, and prior interactions, enabling more personalized conversations.
Organizations can scale contact center operations without proportionally increasing staffing levels.
This improves efficiency while maintaining service quality.
The primary differentiator is deep clinical integration. Epic Cheers connects directly to lab results, medications, social determinants of health, and scheduling data without extensive external customization.
Third-party CRMs often require significant integration projects to achieve similar functionality.
Recent Epic User Group Meetings highlighted deeper integration of AI and Generative AI across Epic technology platforms.
As AI capabilities expand, Epic Cheers is expected to support more predictive segmentation, smarter campaign triggers, and enhanced personalization at scale.
Cheers provides CRM-like capabilities such as patient segmentation, campaign management, and outreach tracking, but it is tied directly to Epic’s clinical data rather than operating as a general-purpose sales CRM. Its primary differentiator is the ability to trigger outreach from clinical conditions, care gaps, appointment patterns, and other information already held in Epic.
Epic Cheers is typically faster to activate for organizations already using Epic because it works with existing Epic clinical data and does not require a separate core-EHR integration. Salesforce Health Cloud offers broader CRM and marketing-automation capabilities but requires separate licensing and integration work. For Epic-first health systems, Cheers is often the logical starting point.
For outreach based on Epic data, such as appointments, care gaps, and portal engagement, Cheers operates within Hyperspace without an external integration layer. Connecting Cheers data to contact-center platforms, third-party analytics tools, or custom outreach applications requires Epic’s FHIR or proprietary APIs.
