Support end-users immediately, 24/7/365
PTP’s Clinical Service Desk (CSD) helps you get the most out of your Epic EHR implementation by delivering responsive, knowledgeable IT support to your providers and clinicians. Our trained, credentialed Epic experts are available 24/7/365 to quickly resolve technical issues and clear the way for maximizing productivity, cost savings and quality of patient care. This is the next best thing to having someone at your physician’s side.
One Call Resolution
When it comes to metrics tracking, one call resolution is at the top of the list. Since the primary mode of contact is by phone, tracking OCR shows our efficiency in resolving your end-users issues. Also, by measuring OCR we can help show the adoption of a new feature, function or workflow.
PTP is the only CSD that can provide one call resolution for your Dragon questions and issues.
Premier Customer Service
Our agents will provide communication and follow ups until an issue is fully resolved. In providing clinicians with real-time information they need, adoption is higher and that greatly, positively influences patient care.
Rapid Resolution by Clinician Experts
We know Epic. Our team has built, used, trained and supported all Epic modules.
Integrate into Current IT Experts
Misallocation of IT resources will leave costly application experts filling and working Level 1 requests/issues. As a result project work suffers. With our proven 85% first call or higher resolution rate you are able to guarantee your resources are working on true project needs.
PTP is prepared to handoff escalations to the appropriate team creating a seamless process for your end-users. This will assure your end users information is documented and they are never transferred and the process has to be repeated.
Continuous Process Improvement
Pinpoint crucial work stoppage issues with metrics and reporting analytics.
Secure, Remote, Desktop Control
No matter if it is the ED on weekends or Labor and Delivery at night. Our US based, 24/7 support is there ready to take your call. Our agents are HIPAA compliant and have the ability to perform remote sessions with your end-user.