Healthcare Support Services

The basics are draining your bottom line.

The top 5 most common request are all essential to ensuring your patients and your users are properly supported, but is this what you want your valuable IT resources working on?

Delivering accurate and timely support is essential in providing quality healthcare experiences to your patients and users, but support duties often distract from mission critical tasks, and a static capacity doesn’t fluctuate with demand leaving you with either insufficient or costly support. Are your engineers taking password rest calls? Are your users and patients always supported? Can your support model dynamically scale with demand?

Contact the PDS Support Experts

Managing this basic support internally can impact quality, cost efficiency, and productivity. Here’s how:

1. The Quality

Patient support, go-live support, and other healthcare specific support takes expertise to ensure users and patients get the accurate and timely support they need.

2. The Distraction

Password resets, navigation issues, and other support needs can keep skilled resources off of mission-critical IT work.

3. The cost

Hiring, managing, and firing additional full and part-time support teams to cover your support is expensive and inefficient.

Healthcare Support Resources

More Info

Healthcare Support ServicesThe top 5 most common request are all essential to ensuring your patients and your users are properly supported, but is this what you want your valuable IT resources working on?Delivering accurate and timely support is essential in providing quality healthcare, but support duties often distract from mission critical tasks, and a static capacity doesn’t fluctuate with demand leaving you with either insufficient or costly support. Are your engineers taking password rest calls? Are your users and patients always supported? Can your support model dynamically scale with demand?A Business Case for Service Desk Partnership: Executive SummaryA Business Case for Service Desk Partnership. Determining the real costs of support services. Health Care providers looking to upgrade their IT support desk services face the choice of adding resources in-house or outsourcing helpdesk services to a third party. This decision requires assessing current resources and needs, as well as estimating the capability, time-line, risks, and costs associated with each option. When considering these variables, many healthcare organizations find that the best solution is to outsource both system and portal support functions to a customized, HIPPA compliant, on-shore helpdesk providing 24/7/365 support via highly skilled staff. Such a solution will typically cut costs and eliminate management concerns when compared to deploying in-house resources. It will free existing IT resources to focus on core IT challenges while ensuring that internal and external users get the domain-specific support they need. Such a solution typically improves IT operations overall and contributes to higher levels of customer satisfaction as well as better patient outcomes.PDS Healthcare Support ServicesRely on PDS to assist with Service Desk calls fromyour internal or external users.Patient Portal Support ServicesToday’s healthcare organizations face a rapidly increasing volumeof calls as their patient portal populations grow. While you may beequipped to handle today’s call volume, is your team prepared if thenumber of daily calls doubles or triples?Patient Portal Support Simplified2% of your active patient base needs support on a monthly basis. As your patient portal population grows, so will your call volume. Are your internal analysts prepared for an influx of calls like these?Epic MyCart Patient Support Case StudyToday’s healthcare organizations face a rapidly increasing volume of calls as their patient portal user population grows and MyChart patient support demands increase.Is your team prepared if the number of daily support requests double or triple?To comply with Meaningful Use objectives, your patients must be given access to a patient portal and they must also log in and engage with the site. Login issues and account activation problems can prevent your users from taking advantage of online resources – and supporting patients can easily overwhelm your internal IT team and prevent them from supporting physicians, clinicians and other users.Managing this basic MyChart support services internally can impact quality, cost efficiency, and productivity. Here’s how:Service Desk Supplemental SupportIn this fast paced time in technology, organizations face a rapidly increasing volume of calls as their user populations grow and technology is always changing. While you may be equipped to handle today’s call volume, is your team prepared if the number of daily calls doubles or triples?PDS creates a scalable support model for organizations of all sizes, with an approach that seamlessly and transparently provides quick and easy access to knowledgeable analysts. Our Midwest based, highly-skilled team provides a superior experience while allowing your team to focus on more strategic initiatives. Whether its 24x7 or After Hours Support, let PDS take care of you.EMR Go-Live Support - Support coverage when you need it most.Every year, clinics and hospitals are taking on major changes with their EMR systems. The go-live is the pinnacle of any implementation, and supporting users through this phase is a key part of the success of the project. This can be a fast-paced, chaotic time that creates an especially demanding schedule and user support requirements for busy project teams, covering “levelone” support calls for general triage and call routing, password resets, basic trouble shooting, real-time resolution, and case documentation pull local technologists away from providing great healthcare.EHR System Tech Support Greatly Impacts Patient Care Delivery Source: Thinkstock By Kate Monica October 25, 2017 - Health IT companies that do not offer clinically-based EHR system tech support, either internally or through an outsourced support firm, have far less opportunities to positively affect patient care through EHR use, a new Black Book survey found. Furthermore, 85 percent of 4,446 respondents reported that patient care delivery services are continually hindered by unsatisfactory EHR user support. More than 1,100 of the total number of...

How much is basic support costing you? Use the Helpdesk TCO Calculator to find out.

PDS offers a suite of support solutions that provide your users and patients seamless support they need.

Whether it’s supporting patients on your portal, taking over your internal help desk, or just covering your next go-live, PDS has your back. Free your team, provide expert support, scale on demand, get back to healthcare.

Help Desk

Ensure your users are always covered with a fully scalable 24/7 outsourced help desk made of a team of expert analysts located right here in Madison, Wisconsin. We’re ready to take calls in as little as 4 weeks and can utilize your tools and processes. Fully outsource your team or use us to cover after hours or supplement during peak demand.

Patient Experience Support

Patient engagement continues to be a priority as today’s healthcare organizations focus on patient experience, and as patient support volumes continue to grow. Is your team prepared to support your patient? PDS offers a scalable offering that specializes in supporting patient technologies (Patient Portal, Mobile, Wearable, Bill Pay, Telehealth) and ensures a seamless, quality support experience for you patients. Let us take care of your patients so your team focus on growth and expansion of online services.

EMR Triage Technical Support

Supporting users on your EMR is essential in helping your clinical team in providing quality healthcare. PDS can supplement your EMR support by taking the burden of level-1 and support triage off your IT team. We offer a flexible solution that can take over on-going level-1 support or just cover high-demand times like your next go-live.

By The Numbers

seamless experience for your users

support calls taken annually

0Million

patients supported over the last 10 years

of the calls answered in 60 seconds or less

of calls are resolved on first call

<0%

turnover rate on our team of dedicated career service desk analysts

years of experience

Expert Support

PDS has provided healthcare support services for over 20 years. We have the healthcare specific expertise to give you confidence that your users are always supported. Our HIPAA trained support team consists of on-shore expert analysts with an average of 10 years of experience. We are the gold standard for outsourced IT support.

Easy to Implement

We are healthcare support experts, and can guide you every step of the way. Our training process is quick and scalable to fit your needs. Whether your organization is large or small, PDS can help. You get:

A team ready to take calls in as little as 4 weeks
A dedicated phone number
A dedicated project manager

Flexible, Scalable, Cost-Effective Coverage

Support needs can vary for each organization, for each implementation, and can fluctuate throughout. Our customized support strategy is always on and we can tailor fit a solution that meets your needs and budget.

24/7 support
Flexible coverage windows
Short-term engagement options
Visibility and accountability through frequent reporting

Experience with Multiple Ticketing Systems

Thanks to our broad client base, we have gained extensive experience in both standard and custom ticketing environments and have supported organizations of all sizes. We will fit your environment.

Whether it’s supporting patients on your portal, taking over your internal help desk, or just covering your next go-live, PDS has your back. Free your team, provide expert support, reduce your TCO, scale on demand, get back to healthcare. Contact us to learn more.