We are on the frontlines with our clinicians, in the battle to keep up with the pace of emerging technology while doing the crucial work of patient care. It is no secret that fast, effective, and well-versed health IT support has become very daunting and expensive for many healthcare organizations. At VST Health, our healthcare service desk caters to this requirement, and we do it in a cost-effective manner.
We provide hospitals and healthcare organizations with seamless, round-the-clock support, at a reduced cost. We handle every aspect of clinical service desk support and our experts utilize standardized workflow methods with a personalized touch, giving you better confidence in the results.
Our capabilities at VST Health include, call center support and clinical service desk support for all major EHRs. Our specialized agents possess the required clinical experience, and they undergo comprehensive and frequent training on every clinical system they support. They provide well-versed and concerned responses to questions posed by users of EHRs and other clinical systems.
VST Health can provide your organization with either a round-the-clock service desk support or seamlessly integrate with your onsite staff for great off-hours support. Utilizing advanced infrastructure and application monitoring tools, our support analysts are usually able to anticipate problems before your users call. Calls are also documented to enhance the knowledge base that is leveraged to assist in future calls.
Our service desk is staffed every day of the week, by a good deal of clinically-trained analysts who respond to thousands of calls per month from physicians, nurses, and administrators. Under the clinical help desk model, hospitals are provided one number to dial for all IT related problems and requests. VST Health agents and analysts are well-trained in IT and clinical systems, and they have access to the proprietary IT infrastructure knowledge base that supports all major hospital clinical applications.
There are undoubtedly more health IT systems in use today, and the regulatory environment is more complex and demanding. In addition to this, the number of devices has grown exponentially, both in number and type. Clinicians and patients all have their own devices, and they expect quality support.
Callers don’t want to wait too long in the queue and they’d prefer being greeted by a live person
First call resolution rates, satisfaction levels, and overall service quality cannot be low
Calls cannot be unnecessarily delayed and staff shouldn’t be misallocated
Costs cannot be increasing while business objectives aren’t being met