SERVICE DESK

Expert support is here when you need it

Get 24-7 help to boost EHR performance, limit disruptions, and simplify workflow for your staff.

It’s like we’re right down the hall.

Chains are only as strong as their weakest links. Similarly, your clinicians are only as successful as their ability to get what they need, exactly when they need it.

Too often, EHR usability problems impede documentation, frustrate users, and delay necessary care. Call volumes rise and end-users are left waiting for answers.

We can help.

DeliverHealth Service Desk provides remote support for your team – 24 hours a day, 7 days a week. Users don’t wait through phone or online communication channels. Prompt response and first-call resolution is what we deliver.

Tier 1 and Tier 2 resolution: The support team is certified and trained in Tier 1 basic support for general questions, and Tier 2 assistance for issues such as EHR-related inquiries, chart correction questions, patient record searches, and inquiries about documentation or checking the status of a prescription.

With our partnership, you’ll benefit from cost-effective, multi-channel support for your physicians or care team through virtual, chat, or by speaking to an agent.

Our agents have a minimum of three years support experience, most have clinical experience and exposure, and they’ve been trained on the latest EHR versions. When escalations are needed, our agents coordinate with the customer help desk and EHR team to provide thorough instructions that save time.

See? It’s like we’re right down the hall.

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First-call resolution rate

We place a priority on resolving issues on first contact.

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Call abandonment rate

With us, you’ll experience short wait times and prompt resolutions.

A win-win investment

Too good to pass up

Your staff deserves these benefits.

  • Minimizes work disruptions and supports user satisfaction.
  • Maximizes user convenience.
  • Eases workload for EHR analyst, superusers, and customer support desk.
  • Grows user productivity, satisfaction, skillset knowledge, and self-reliance.
  • Supports continual usability improvements.

We learn from you

When our customers require support, it gives us valuable insight on common user issues. We analyze user roles and issue types, and we identify problem areas.

These opportunities strengthen our ability to recommend targeted training plans, build modifications, and support initiatives to promote advances in user proficiency and adoption.

Areas of support

EHRs (active and legacy):

  • Allscripts
  • Epic (including NoteReader CDI, Haiku, Canto, and Rover)
  • MEDITECH (Client Server, Magic, and Expanse)

Ready to talk about a new approach to your toughest problems? CONTACT US