Health system IT teams face a daunting balancing act of keeping hold times and abandoned call rates low, while driving forward all the other technology needs from their facilities.
Hear our outsourced IT service desk model in action.
Our experience as clinicians and in-hospital technologists means we understand the pressures providers and staff face like no other. Our experienced service desk team can help you address the volume and scope your facilities need - quickly, accurately, and consistently. We identify recurring issues and ways to alleviate them. This improves user satisfaction and helps your staff focus on patient care.
Replace stress with smiles for patients, front office staff and their physicians using Epic MyChart and other popular patient portals. Our team provides email, call-in and portal in-basket support that resolves common issues, such as attending telehealth appointments within the portal, at an average of 98% resolution on the first call.
Our high retention rate and always-ready workforce means you don’t have to worry about staffing and training your help desk. We work as an extension of your organization, so you can focus your resources on more impactful projects.
Our price-per-incident model is centered on how well we resolve issues. This means higher first-call resolution and measurable value. Our detailed documentation and reports allow us to see what’s working and the opportunities for optimizing and continuously improving IT.
Health systems must provide clear answers to IT issues at scale. This includes outbound calls to escalate and resolve issues that impact the patient experience. The majority of our service desk management have in-hospital and clinical backgrounds - which gives us a unique capability to deliver consistent, clear, and patient-related support at scale.
The IT Service Desk often stands between a caregiver and their patient. Our ebook Diagnosing Your Health System’s Support Desk is full of strategies for using service-desk metrics to drive improvement.
We understand the urgency of resolving user incidents, the costs to the organization, and the impact to patient care. Rely on us to help you achieve the best possible outcomes.