24x7 Technical Support for Employees Learning a New Software Application.
Challenge
A large, national healthcare provider needed technical support for a new electronic medical record (EMR) system that would provide doctors with secure access to patient files and medical images from any location. Accessing the EMR system required doctors to set up a secure connection on each computer they used to access the system, and the provider was concerned that some doctors might struggle to configure these secure connections.
To ensure a smooth transition to the new system, the healthcare provider asked Dataprise to provide responsive 24x7 help desk support for more than 900 doctors attempting to access the system remotely from their home or office. In assisting doctors with accessing this system, we were extremely aware with the importance of maintaining compliance with patient privacy regulations, especially the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
Solution
When we met with their technology team, their only main concern was if we had the capacity to handle support for such a large number of doctors – a trepidation that we fully understood and respected. To put their minds at ease we invited them to visit one of our local 24x7 Help Desk locations, gave them a tour and also spent some time demonstrating our customer support portals. Admittedly, they were very impressed and retained Dataprise for the project.
Within a week we tailored our 24x7 Help Desk to meet the provider’s objectives. Together, Dataprise and their internal Head(s) of Customer Support and Records Management trained our help desk consultants on the new EMR system so they could provide the in-depth technical assistance required. In addition, we created a triage manual detailing common troubleshooting issues and frequently asked questions.
From the minute we went live our Help Desk provided the doctors with uninterrupted technical support 24 hours a day, 7 days a week, handling a wide range of issues, including EMR connection support, hardware compatibility issues and assistance navigating the EMR system.
Dataprise’s help desk support empowered doctors to embrace the new EMR system immediately, with minimal technical difficulties. As a result, the healthcare provider experienced a smooth transition to the new system with no adverse effect on patient care.
What’s happening today?
This national healthcare provider is in great shape! After the successful transition to the new EMR system, they decided to keep Dataprise on full-time to continue to provide support for this system. It didn’t stop there – they also now have us managing some of their other internal systems. A quick financial analysis established that it was much less expensive for them to outsource these functions to a capable IT partner, than to manage themselves in-house.
To learn more about our 24x7 Help Desk services and how we can simplify technical support for your employees, contact us today, or call 1-888-519-8111
Providing robust IT support, IT consulting & IT strategy services for major health care providers based throughout:
- Washington DC
- Maryland
- Virginia
- New York
- Philadelphia
- New Jersey
