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Help Desk (Tier 1/1.5)
Analysts provide “first-line-of-defense” incident and request resolution, improving first level resolution (FLR) and decreasing call abandonment and allowing you to focus senior analysts’ attention on critical projects.
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Clinical Service Desk (Tier 1.5)
Our experts in leading EHR systems provide 24x7 single-point-of-contact support for your physician users. Our scalable, multi-level services integrate with your workflows and physician environment.
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Application Management (Tier 2/3)
Tier 2/3 support ensures 24x7 support for some, or all, of your application portfolio. Whether to optimize your application portfolio or focus on critical projects, our solutions scale to accommodate your critical priorities.
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Patient Portal/Telehealth
Our team delivers a seamless patient user experience by providing a single point of contact for all patient support calls, with analysts knowledgeable in your organization’s EHR who actively monitor and address incidents, events, and user questions.
Cross-Industry Support Tasks
- Modifying print routing to add new locations and printers
- Applying vendor code updates, testing, promoting to production
- Tracking updates so that they may be reversed when no longer needed
- Providing break/fix and other support assistance to free up client analysts to address these needs
- Working with vendors to ensure staff has the equipment/service needed to work from home
- Setting up networks and applications on non-standard devices available to staff at home
- Installing and testing soft phone software
- Imaging new laptops to enable remote work
Healthcare Support tasks
- New location build for temporary COVID-19 beds facilities
- Building new orders and updating order sets
- Updating clinical documentation as needed for COVID-19 screening notes
- Updating application security to allow nurses to float between facilities
- Developing COVID-19 specific reports
- Assisting physicians with telehealth setup
- Setting up COVID-19-related scheduling, registration, and billing
- Working with client networking, cabling, and engineering teams, providers, and staff to move unit out of hospital proper to lessen patient exposure to COVID-19
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Improved First-Call Resolution Rate
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Decreased Call Abandonment
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Reduced Costs
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Scalable Capacity
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Effective Workforce Management
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Improved Service Levels