The Evolution of the EHR Service Desk and Leveraging an Outside Provider

Dan O’Connor, Vice President, Service Desk Delivery at HCTec, says that resolving a customer service call involves a lot more than fixing the problem that the customer bought. You have to leave the customer feeling that you cared about them. Conveying that sense of care might be more important than solving the problem. Furthermore, every call is about patient care, even if it’s helping a staff person use their computer. That’s because they are all ultimately serving a patient. In this video, O’Connor explores service desks with Audrius Polikaitis, Chief Information Officer at UI Health, which serves several campuses at the University of Illinois. Originally, UI Health assigned tasks to multiple departments—IT, facilities, etc.—but decided they needed a “single front door” for anyone needing help. They do ask callers to distinguish between regular service and the “clinical service desk,” which mostly helps people use the EPIC EHR. They started contracting with HCTec in 2019, for both better quality and lower costs. A vendor dedicated to service desks, such as HCTec, can handle logistics such as scheduling and training the service desk staff. It can better scale up and down to handle 24/7 services. UI Health switched its EHR to EPIC in 2020, planning to do intensive training for service desk workers after the switch. A small hitch intervened: the COVID-19 pandemic. Among other things, HCTec and UI Health had to figure out how ...
Source: EMR and HIPAA - Category: Information Technology Authors: Tags: Ambulatory C-Suite Leadership EMR-EHR Health IT Company Healthcare IT Hospital - Health System IT Infrastructure and Dev Ops Audrius Polikaitis Dan O'Connor EHR Help Desk EHR Service Desk EHR Support HCTec Healthcare IT Video Int Source Type: blogs