Managed Help Desk That Helps Improve Service and Satisfaction for Healthcare Providers

Struggling to deliver a positive IT Service Desk experience?

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. Our outsourced IT service desk model helps resolve issues quickly, assists in identifying and mitigating recurring issues, which increase satisfaction and efficiency. Ultimately, this improves patient care by reducing provider downtime from technical issues.

Help Desk Support That Provides You Flexibility

Let our experts serve as an extension of your hospital IT services and support your goals.

Gain Happier Healthcare Providers

With satisfaction scores that are off the charts, our service desk improves providers' perspectives of IT.

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.

Happy healthcare provider on a help desk call
Smiling woman sits at a desk with her laptop open

Empower Patient Portal Users

Improve the experience utilizing the Epic MyChart patient portal.

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.

Maximize & Extend Resources

See a difference in issue resolution and wait times in the first three months.

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.

Three help desk support team members at their stations
Smiling help desk personnel using her headset to make a call

Optimize Operations

Consistency that doesn’t require your constant attention.

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.

Patient-Critical Support At Scale

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.

 

Our Level 1 Team

 

> 100% HDI certified team

< 10% personnel turnover

24/7 remote-enabled workforce

Uses Knowledge Centered Support (KCS) Methodology

Majority of management with clinical and in-hospital experience

 

Our impact

 

> 95% user satisfaction score

> 400,000 calls answered and counting* 

>15k patient-critical PRIORITY call-outs and counting* 

Since 1/1 2020*

 

 

Discover Best Practices for Health IT Service Desks

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. 

Close up of a person using a desk phone to call support

Turn Incoming Calls Into Greater Outcomes

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.

Smiling support team resolving an incident request