Clinical Service Desk

Capabilities

Streamline end-user support and improve patient care with Clinical Service Desk from GuideIT.

Our specialized, efficient live support rapidly resolves EMR system questions for clinicians as well as telehealth problems for patients.

Talk to a Support Specialist

Make Your Clinical Applications Work for You — More Cost-Effectively

If your healthcare organization relies on superusers — like nurses fluent with your EMR — to solve software problems, those clinicians aren’t helping patients. And if support needs escalate to Level 2 IT staff, you’re paying a pretty penny for help-desking.

With Clinical Service Desk, you bypass costly and time-consuming troubleshooting. GuideIT helps you:

Improve patient care quality
Free end-users from handling software issues so they can get back to patients.
Increase caregiver satisfaction
Providers experience less burnout when an expert quickly guides them through their EMR workflow for them.
Reduce Level 2 support strain
Let your IT application specialists do what they do best: improve the EMR platform as a whole while we take care of support tickets.
Ensure compliance
Clinical Service Desk keeps your organization compliant with regulatory frameworks and organizational data governance models.
Improve user experience
We share qualitative and quantitative feedback from the clinical community on your users’ experiences with the EMR to improve the system.

Resolve Issues Easily With an Expert Partner for Ticket and Event Handling

Clinical Service Desk is operated by clinically trained service desk agents who ensure that support is fast, effective, and customized to meet your specific organizational requirements, including priority routing.

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Go-live support for new EMR systems

The launch of a new EMR involves many moving parts and can be overwhelming for clinicians who are training in new software. Clinical Service Desk addresses your team’s flood of support needs in the first few months of your EMR transition.
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Ongoing support for existing EMR systems

Once the platform is live, we stay with your team to address users’ day-to-day questions, including adding new users and channels.
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Expertise for EMR updates

If you’re updating, changing, or adding new capabilities to your EMR, our Clinical Service Desk experts do the heavy lifting for your clinical IT analysts.

Our Process

Here’s what you can expect when you choose GuideIT for Clinical Service Desk:

Kickoff and discovery

We meet with you to perform discovery exercises to learn about your environment and then map your deliverables into an overall project plan.

Implementation

GuideIT sets up an IT service management (ITSM) platform for ticket management, configures phone queues and chat channels, and creates support knowledge and critical processes. We train our team in your customer support processes, and we validate ITSM and phone/chat functionality.

Once we launch Clinical Service Desk, we monitor metrics and escalations and give your team regular status reports.

Optimization

As we work with your organization, our experts increase resolvability and continually analyze Service Desk tickets to improve efficiency.

FAQ

Clinical Service Desk is available during business hours, as well as after-hours and on holidays to meet all clinician and patient needs.

Clinical Service Desk supports all major EMR solutions.

Clinical Service Desk team members are located in the U.S., aligning with U.S. time zones and ensuring effective language support.

Issues such as hours of operation, inquiry volume, and dedicated or shared team members determine the cost. Since each healthcare organization is different, there is no one-size-fits-all pricing.

Improve Healthcare Services With Effective Support at the Elbow

Whether you’re adopting a new EMR solution or updating one you already have, GuideIT’s Clinical Service Desk helps your organization speedily troubleshoot issues and resolve tickets while saving time, money, and effort.

Spend more time focusing on patients — not screens — with GuideIT.

Talk to a Suport Specialist

Put Patient Care First With EMR and Clinical App Support