You can think of your Instant Support Group as the “Beating Heart” of Healthcurity’s IT Support. Instant Support Team members are tasked with the important roles of identifying, defining and remediating health IT issues within your hospital environment. They also help document in hospitals (to our growing body of hospital IT knowledge) to enable speedier issue resolutions in the future.
Our Instant Support Team is able to resolve 87% of issues on the first call because our team gets hospital and healthcare IT and documents resolutions to issues so they can be quickly resolved the next time something comes up.
Identifying Issues — your instant support group is tasked with asking the right questions. They gather all of the necessary information to get to the root cause of your issues.
Defining Issues — the instant support group documents critical information to resolve your hospital’s tech issues. They meticulously document your user issues to make sure issues get quicker resolutions in the future (since they are focused on hospital support, rest assured they’ve likely fielded most every issue your users are experiencing).
Remediating Issues — while the majority (87 %) of issues are resolved on the first call (within the first 20 minutes of calling in), your instant support team is acutely aware that most issues are mission critical and escalate hard-to-solve issues to more experienced technicians in a timely manner when they can’t find a resolution to your issue within a half hour.
The Instant Support Group is able to keep thousands of hospital workers productive and working on a daily basis because our expert team is carefully selected and well-resourced with necessary tools to resolve healthcare tech issues quickly. They’re available 24/7/365 and are passionate about keeping hospitals fully running and supported.
