HCTec’s dedicated customer service team is chosen for their ability to provide effective, customer-focused patient portal support.
How health systems support patient-facing technologies is a critical matter that can affect patient satisfaction and outcomes, hospital credibility, the return on investment of an EMR, health IT employee turnover and more. When a patient accesses a health portal, that hospital’s service and reputation are on the line.
HCTec understands the vital importance of providing quality support to patients. The specialists on our dedicated Patient Portal team are equipped to handle support calls at all hours of the day, while ensuring a professional, patient-friendly experience for your organization. Every support professional on this team has extensive knowledge of who you are, your systems, and procedures specific to your healthcare organization. The service desk support team uses insight and expertise to answer patient questions regarding such inquiries as appointment scheduling, data management and patient portal support.
Supporting patients who need help with a patient portal, like Epic’s MyChart, requires a separate, dedicated team with soft skills and an aptitude for customer service that is as important as their technical skills. Support staff must also understand the nuances of providing patient support, for issues with technology, making copays, and scheduling appointments. This team is backed up by a reserve staff already vetted for their aptitude to provide urgent supplemental support.