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Managed Services

EMR Service Desk

More than just providing extra labor, we assume full responsibility for service desk operations

Our Nashville area-based service desk support team is available 24x7x365 to field your organization’s IT-related questions, incidents and requests

CONTROL SERVICE DESK COSTS WITHOUT SACRIFICING HIGH SERVICE LEVELS AND USER SATISFACTION with emr service
desk support

HCTec’s U.S.-based support team offers comprehensive solutions for service desk support that are available 24x7x365 by phone, email and live chat support. Our Tier 1 Service Desk staff members understand workflows and have been trained extensively.

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SOLUTION HIGHLIGHTS

  • Delivered from redundant HCTec state of the art U.S.-based        Service Centers
  • Multi-channel capable (chat, phone, email, self-healing)
  • Agent types: Clinical Support Desk, General Support Desk, Patient Portal Support Desk
  • Dedicated Client Services Manager
  • Dedicated agents with overflow pool agents
  • First point of contact for problems and inquiries
  • Triage of self-service tickets
  • Advanced knowledge of common application workflows
  • High priority issues escalation management
  • Use of client ticketing system
  • Robust quality and training teams
  • Daily call volume and SLA reporting
  • Advanced monthly analytics analysis
  • High first call resolution rate
  • Customizable IVR
  • Advanced-skills based routing
  • Backed by Service Level Agreements exceeding industry standards

Clinical Service Desk

Maximize Tier 2 support effectiveness by using our clinical service desk team. 

Clients use our specialized Clinical Service Desk support in addition to our Help Desk services to offload contact volume away from their in-house Tier 2 support teams. This staff handles EMR-related inquiries, chart correction questions, patient record searches, and inquiries about documentation or closing an encounter. Our EMR support functions include workflow optimizations, user configurations and personalizations for specific purposes. Using the Clinical Service Desk allows many clients to get the highest level of value from their Tier 2 support teams.

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Service Desk PERFORMANCE

By Average Monthly Volume and Representative SLAs

60,000

Total Contacts

90,000

Supported Users
(Excluding Patients)

<36 Seconds

Average Speed to Answer

99%

Customer Satisfaction

How We Work

Staffing Services

We place high-demand, hard-to-find candidates in critical client positions.

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Professional Services

Our qualified HIT teams execute large-scale client initiatives efficiently and effectively.

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Managed Services

We help clients optimize the use of in-house staff by providing high-quality remote support.

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The Healthcare Informatics 100

One of Nashville's Largest Health Care IT Companies

One of Nashville's Largest Privately Held Companies