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Service Desk

The Service Desk for Hospitals

CareTech Solutions’ hospital Service Desk gives you the meaningful support today’s complex IT systems require and end users expect. Our 24x7x365 hospital help desk delivers industry-leading customer service from support analysts trained on all major hospital clinical and business information systems.

Expertly manage your physicians’ specific IT support needs

CareTech treats your every call with critical care. Our trained and certified Service Desk professionals bring a vital understanding of physicians’ critical needs as they transition to the EMR environment. Your doctors will get fast answers and the remote hands-on assistance they need – day or night – so they can quickly return to patient care.

Increase your chance of successful EMR adoption with meaningful help desk support

CareTech’s hospital help desk can ensure successful, quick adoption of your EMR by delivering the high level of rapid, responsive support frontline users expect. Our trained healthcare help desk analysts provide true value to clinicians by helping them use these advanced technologies to provide the best in patient care.

Fix problems quickly and improve customer satisfaction

Experts indicate no other support center comes close to matching CareTech’s first-call resolution rate. With advanced infrastructure
and application monitoring tools, our support analysts can often anticipate problems before your users call. Calls are not only documented, information is added to a knowledge base and leveraged to assist in future calls.
  • Healthcare-only focus
  • 24x7x365 support
  • Specialized physician support services
  • Clinical and business applications support
  • Trained and certified analysts
  • Scalable on-shore operation
  • Comprehensive implementation
  • Knowledge management
  • Metrics reporting and analysis
  • Proactive infrastructure and applications monitoring

Healthcare IT Support: Recommendations for a Critical Need 
With the rapid deployment of complex IT implementations in healthcare, the need for enhanced IT support services has never been more urgent – and will only increase in the near future, particularly with ARRA requirements. It has never been more true that “meaningful use requires meaningful support.”

In addition, the sophistication of current IT systems is increasing at an exponential rate. Whether developed in-house or partnered with a healthcare-specific provider, the need for an equally sophisticated support network is critical in the most literal sense. The focus should be on an enhanced help desk which is really more of a complete “hospital service desk.”

Forward-looking CIOs and hospital leadership now are recognizing that the effort required to support today’s users and provide physician support services with increasingly complex systems and applications, is in a period of unstoppable growth – and that a truly thoughtful, advanced healthcare help desk – ”service desk” – strategy, keyed to the clinical process, can improve quality and reduce costs.

from "Healthcare IT Support: Recommendations for a Critical Need"
by Karl Graham
Senior Director of Customer Support
CareTech Solutions

  • Service Desk in Action

  • Service Desk Video

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  • Service Desk Metrics

  • Customer Satisfaction Customer Insight: Bruce Kelly, CIO, Mercy Memorial

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  • Read White Paper

  • Help Desk's impact on patient care and operational performance

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