Question 1

What does the InterScripts healthcare helpdesk cover?

Accepted Answer

Clinician and patient support for Epic, Oracle Health (Cerner), Meditech, MyChart, and core clinical and business applications. 24×7 multilingual Tier-1/2 ticketing, omnichannel intake (voice, chat, email, web, SMS), and ITIL v4-aligned operations.

Question 2

Are the call-center agents bilingual?

Accepted Answer

Yes. The Medellín, Colombia delivery center provides bilingual English / Spanish coverage. The Hyderabad, India delivery center adds overnight scale, and the Chantilly, Virginia HQ provides US-based leadership and federal-cleared roles.

Question 3

Does the service desk handle MyChart and patient-portal support?

Accepted Answer

Yes. MyChart activation, login, billing, and accessibility issues are first-line scenarios for the patient-experience desk.

Question 4

How does the service desk handle PHI and HIPAA controls?

Accepted Answer

All service-desk operations run under HITRUST r2, SOC 2 Type II, and ISO 27001:2022 controls, with HIPAA Privacy and Security Rule alignment, role-based access to ITSM tooling, and audited break-the-glass procedures.

Question 5

What ticketing platforms does the desk integrate with?

Accepted Answer

ServiceNow ITSM and HRSD, Salesforce Service Cloud, Microsoft Dynamics 365 Customer Service, Cherwell, and BMC Helix. Standard runbooks cover ticket routing, escalation, ITIL change / incident / problem records, and customer reporting.

Helpdesk Support is now part of Managed Services.

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