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Managed Services

Patient Contact Center

HCTec’s dedicated customer service team is chosen for their ability to provide effective, customer-focused patient portal support

CLIENTS ENTRUST US WITH DIRECTLY SUPPORTING PATIENTS, THE MOST IMPORTANT PEOPLE IN HEALTHCARE, AND WE TAKE THE RESPONSIBILITY VERY SERIOUSLY

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.

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SOLUTION HIGHLIGHTS

  • U.S.-based Service Centers
  • Dedicated Service Delivery Manager
  • First point of contact for problems and inquiries
  • Triage self-service tickets
  • Advanced knowledge of common workflows
  • Escalation and resolution process
  • Dedicated agents with overflow agent pools
  • Daily and monthly performance reporting
  • Participate in customer satisfaction program
  • Backed by Service Level Agreements exceeding industry standards
HCTec team member working on the computer.

How We Work

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The Healthcare Informatics 100

Customer Rated, KLAS Reviewed

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One of Nashville's Largest Health Care IT Companies

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One of Nashville's Largest Privately Held Companies