CallSprout + Epic
Sage, your AI voice receptionist, connects to Epic so hospitals and clinics can identify callers against patient records, capture after-hours requests without voicemail, and route inquiries to the right team with an AI-generated summary ready to act on. Available for Epic.
How CallSprout works with Epic.
Healthcare organizations running Epic face a phone problem that no EHR solves on its own. Patients call after hours, hit a voicemail box, hang up, and call again the next morning to a hold queue. When they do reach a human, the coordinator opens Epic with no context about who is calling or why. Every call that should take two minutes turns into five, and the calls that go to voicemail become callbacks that interrupt clinicians mid-chart.
CallSprout connects Sage, our AI voice agent, to your Epic environment so the phone becomes a structured intake layer. Sage answers every call, conducts a natural conversation to capture the caller's name, date of birth, reason for calling, and preferred callback number, and compares that information against your Epic patient records using FHIR patient search. The result is a complete, structured summary that reaches your staff before they ever pick up the phone.
This is the approach we take for every healthcare practice and health system: let the AI handle the intake and the summary so your coordinators spend their time on care, not on transcription. Sage works alongside Epic, not around it, and the full scope of what connects to your environment is mapped during onboarding through Epic's App Orchard program.
CallSprout and Epic, working together.
What Sage does once your call data flows into the tools you already use.
Sage captures the caller's name and date of birth during the conversation and checks them against Epic via FHIR patient search, so your staff receive each message already knowing which patient called, not just which number.
Sage generates a clean, structured summary of each conversation, including the reason for the call, urgency signals, and any details the caller provided, so the coordinator who follows up has the full picture without listening to a recording.
Instead of voicemail that piles up overnight, Sage captures every after-hours request in real time, triages the stated urgency, and routes the inquiry to the right department on CallSprout's phone network so nothing waits until morning without context.
CallSprout signs a Business Associate Agreement before go-live. Sage announces recording at the start of every call so patients are informed before sharing protected health information, and all data is handled on CallSprout's secure infrastructure.
Patient identification before the first callback
Epic's FHIR API exposes patient demographics search broadly, and that is the foundation of the CallSprout connection. When Sage answers a call, it asks the patient for their name and date of birth as part of a natural intake conversation. Those details are matched against your Epic patient index so the summary your staff receive includes the matched patient record, not just a transcribed voicemail.
Because the match happens during the call rather than after, your coordinator opens the message knowing exactly who called. The intake that used to live in a coordinator's head, or in a sticky note, or nowhere at all, becomes a structured record attached to the right patient every time. Here is more on how Sage conducts each conversation.
After-hours calls captured, not lost
Most healthcare voicemail problems are not a technology problem. They are a workflow problem. A patient calls at 6 p.m., leaves a message, and by the time someone listens to it the next morning the patient has already called three more times or, worse, gone to urgent care for something that could have been triaged over the phone.
Sage answers every call your team cannot, at any hour, with the same structured intake it uses during business hours. The urgency signals the caller gives, the prescription refill that is running out, the post-op symptom they are describing, are captured as plain language in the summary and routed to the right department on CallSprout's phone network before your staff arrive in the morning. Read about how CallSprout routes calls across departments and locations.
AI transcription and summaries your coordinators can act on
Every call Sage handles is transcribed and condensed into a structured summary. The summary includes the patient's stated reason for calling, any urgency cues, the information Sage captured, and the patient match from Epic. Your coordinators read a summary, not a transcript, and the information is already organized the way your intake workflow expects it.
Because calls are fully transcribed, you also gain a searchable record of what patients call about most often. That signal helps identify care gaps, training opportunities, and recurring workflow bottlenecks without any additional reporting tool. Our AI call transcription is available across all of your lines, not only the ones Sage handles.
Built for the way healthcare organizations use Epic
Epic is not a single product, it is a platform, and every health system configures it differently. The scopes your organization has enabled in Epic's App Orchard determine exactly which operations are available for your CallSprout connection. We map that during onboarding so you know precisely what is connected before go-live, and we do not promise capabilities that your Epic environment has not approved.
If your organization also runs a scheduling module like NexHealth or a practice management system like athenahealth or eClinicalWorks, Sage can work across those layers as well. You can also browse the full integration catalog to see what else connects to your phone system. Sage runs on CallSprout's cloud phone platform, so there is nothing to install and no new hardware to buy.
What this looks like day to day.
A patient calls at 7 p.m. about a prescription running low. Sage answers, captures the patient's name and date of birth, confirms the medication name and pharmacy, matches the record in Epic, and routes a structured summary to the on-call pharmacist so the request is processed before the patient runs out.
A patient calls two days after a procedure to describe a symptom they are worried about. Sage conducts a calm, structured intake, captures every detail the patient shares, identifies the patient in Epic, flags the urgency signal in the summary, and routes it to the surgical coordinator so the right clinician calls back with full context.
A full schedule leaves the front desk unable to answer every call before the third ring. Sage handles the overflow, captures each caller's name, reason for calling, and best callback number, and delivers structured summaries to the coordinators so the callbacks are efficient and no one has to call back blind.
Getting connected to Epic.
- 1
Book a 15-minute call and tell us how your organization handles after-hours and overflow calls today, and which Epic modules your environment has enabled.
- 2
We connect Sage to your Epic environment through the FHIR API and App Orchard program, mapping the patient search and routing flows to your departments and coverage schedule.
- 3
Sage begins answering calls, matching patients to their Epic records, and routing structured AI summaries to the right team around the clock. Book your call to get started.
Have Sage call you.
The fastest way to see how Sage handles your calls is to hear it. Leave your number and Sage, our AI voice agent, calls you in about 10 seconds.
Epic, answered.
- Does CallSprout integrate with Epic?
- Yes. CallSprout connects to Epic through its FHIR API to match callers to patient records, capture after-hours requests, and route AI-generated summaries to your care coordination team. The full scope of the connection depends on the API scopes your Epic environment has enabled through the App Orchard program. Book a call and we will be direct about what fits your setup.
- Can Sage book appointments directly in Epic?
- Epic's scheduling APIs require site-specific approval through the App Orchard program, so scheduling capability varies by organization. We scope that during onboarding and tell you exactly what is available for your environment. We do not claim scheduling if your Epic configuration has not approved it.
- Is this HIPAA compliant?
- Yes. CallSprout signs a Business Associate Agreement with your organization before go-live. Sage announces recording at the start of every call so patients are informed before sharing any protected health information, and all call data is processed and stored on CallSprout's secure infrastructure.
- What happens when a caller is not in Epic?
- Sage captures the caller's name, date of birth, reason for calling, and preferred callback number during the conversation. That information is included in the structured summary your staff receive, so they have a complete starting point whether or not the caller matched a patient record.
- Does CallSprout write notes or activities back into Epic?
- Write access to Epic requires per-organization approval through the App Orchard program. We map what is available for your environment during onboarding. In all cases, the AI summary Sage generates is delivered to your team so coordinators have the information they need to complete the follow-up in Epic themselves.
- Does Sage record calls, and what about patient consent?
- Sage announces recording at the start of each call so patients are aware before sharing any protected health information. Recording, transcription, and summaries are stored on CallSprout's secure infrastructure under your Business Associate Agreement.
- Do we need to replace Epic or buy new phone hardware?
- No. Sage works alongside Epic, not instead of it, and CallSprout is fully cloud-based. There is no hardware to buy, no software to install, and nothing to rip out of your existing phone setup.
The call summaries and patient intake data Sage captures are a signal worth analyzing at scale. Our sister company Ereos builds custom AI for healthcare organizations on its Watchtower platform, helping teams find patterns across clinical and operational data they already hold.
When the insight is in your clinical data, not just your phone line
CallSprout keeps your phones answered and your patient intake structured so every after-hours call reaches the right team with the right context. When you want AI that reads across your Epic data, your scheduling history, and your operational records to surface the call patterns driving rework or the patient populations with the highest after-hours volume, that is what our sister company Ereos builds. Its Watchtower platform connects to the systems your organization already runs and turns that operational data into signals your leadership can act on.
Schedule a discovery call with EreosMore on how Sage works.
Connect CallSprout to Epic
Book a 15 minute call and we will get you set up.