Advantage

The InterScripts Service Desk Advantage

When you outsource technical support with InterScripts, you provide your users an experienced help desk service staffed by a team of dedicated support agents with detailed knowledge of your software app or product. It’s inevitable—with even the most thoroughly tested software, users will find stumbling blocks. Have peace of mind knowing that your users can get the help they need to quickly overcome problems and know that any issues are thoroughly documented.

InterScripts provides your organization with immediate support coaching and guiding as they need to optimize the use of your EHR. Your end users will have 24×7 access to the InterScripts frontline team staffed with experts ready to deal with any issues that may come up. InterScripts will work directly with end users to understand application issues, evaluate and triage them appropriately, and ultimately resolve the problem via your change control and governance model.

InterScripts is focused on providing your organization with a solution that creates value and reduces the operational support cost associated with maintaining and supporting the selected during your go-live and beyond. InterScripts will provide Tier 1 Service Desk Support for basic customer issues before, during, and following the conclusion of the go-live and beyond. InterScripts mitigates end-user problems quickly and effectively with 24×7 support.

The InterScripts Service Desk Solution is a scalable, best-practice-based, and delivered as part of a defined services plan. The InterScripts Service Desk Solution is designed to help your organization meet your specific goals and requirements for Tier 1 Support, and to supplement the current Service Desk team, activities, methods, and tools on a 24×7 basis.

Our approach is designed to minimize disruption and maximize productivity to meet the goal of increased user adoption and satisfaction through successful and timely resolution of issues.

Support

Support Desk In Action

We assess the state of the application(s) and infrastructure to be managed
With the customer, we decide on the scope, duration, and budget of the engagement.
We select professionals with respective qualifications.
We sign an SLA summarizing the conditions of cooperation between InterScripts and the customer.
We provide on-demand or ongoing services in line with the SLA.

Resolution

First Call Resolution

First Call Resolutions (FCR) is one of the most important metrics to help drive performance and productivity and improve customer satisfaction in Service Desk setup. FCR is also helpful in decreasing the operational cost of the support teams. OneSupport will analyze all escalations, quality, SLAs, KPIs, and customer satisfaction and create an improvement implementation plan. The InterScripts PMO will be responsible for the implementation of our continuous improvement framework, which focuses on:

  • Productivity Gains
  • Application Stabilization
  • Customer Satisfaction
  • Process Simplification

Performance

Key Performance Indicators

OneSupport proposes measuring and reporting performance indicators and predictors for managing disruption-free service, including measures of product vendor performance. The KPIs we have implemented for this type of contract include the following:

  • Response Time
  • Resolution Time
  • Average Handling Time
  • Average resolution time
  • Average Work Effort for Resolution
  • First Contact Resolution
  • Call abandoned Ratio

InterScripts

InterScripts Provides

  • Focus on complete issue resolution
  • Physician-only concierge line for priority response to eliminate clinical care delays
  • The Goal of 85% or higher Tier 1 first-call resolution
  • 3% or lower call abandon rate
  • Basic application portfolio support
  • Full performance transparency with real-time data analytics
  • Effective issue trend identification and resolution
  • Customer satisfaction surveys
  • ITIL-certified service desk leadership and processes
  • Remote user access set up and support
  • End-user technical support and resolution
  • Patient portal support for both patients and providers
  • Self-service ticket portal support
  • Industry-leading SLA performance

Support

Additional InterScripts Service Desk Support Will Include

  • Remote User Set Up
  • ChatBot Integration
  • First-level support and Triage of the Epic EHR issues
  • User account unlocked
  • Password reset
  • Granting access rights
  • Remote troubleshooting of peripherals
  • Remote troubleshooting of computer issues
  • Application navigation assistance
  • How-to questions
  • Gather all information and screenshot for escalation to Level 2 or Level 3 support
  • Ticket creation
  • System Access Requests
  • End-User Security Template Change
  • Front-End Changes including but not limited to Department Appointment Reports (DAR), Preference Lists, Smart Text Lists, Navigators, Assessment Flow Sheets,
  • Function Based Inquiries such as InBasket Functions, Telephone encounters, Refill encounters, Order entries, verifying users logged into the correct department, adding users to the pool, creating personalized schedules, creating favorites, creating smart phrases, and using smart text.

Expertise

Industry Expertise

Our team bring some of the broadest skillsets in the industry. We have worked with many of the largest, most complex Healthcare EHR organizations across the country and understand the unique challenges healthcare systems face in getting the most out of their applications.