Sign up to save your podcasts
Or
Share The Evolution of the EHR Service Desk and Leveraging an Outside Provider
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
The Evolution of the EHR Service Desk and Leveraging an Outside Provider
Dan O’Connor, Vice President, Service Desk Delivery at HCTec, says that resolving a customer service call involves a lot more than fixing the problem that the customer bought. You have to leave the customer feeling that you cared about them. Conveying that sense of care might be more important than solving the problem.
Furthermore, every call is about patient care, even if it’s helping a staff person use their computer. That’s because they are all ultimately serving a patient.
In this video, O’Connor explores service desks with Audrius Polikaitis, Chief Information Officer at UI Health, which serves several campuses at the University of Illinois. Originally, UI Health assigned tasks to multiple departments—IT, facilities, etc.—but decided they needed a “single front door” for anyone needing help. They do ask callers to distinguish between regular service and the “clinical service desk,” which mostly helps people use the EPIC EHR.
Learn more about University of Illinois Health: https://hospital.uillinois.edu/
Learn more about HCTEC: https://hctec.com/
Health IT Community: https://www.healthcareittoday.com/
View all episodes
By John Lynn
4.5
22 ratings
Dan O’Connor, Vice President, Service Desk Delivery at HCTec, says that resolving a customer service call involves a lot more than fixing the problem that the customer bought. You have to leave the customer feeling that you cared about them. Conveying that sense of care might be more important than solving the problem.
Furthermore, every call is about patient care, even if it’s helping a staff person use their computer. That’s because they are all ultimately serving a patient.
In this video, O’Connor explores service desks with Audrius Polikaitis, Chief Information Officer at UI Health, which serves several campuses at the University of Illinois. Originally, UI Health assigned tasks to multiple departments—IT, facilities, etc.—but decided they needed a “single front door” for anyone needing help. They do ask callers to distinguish between regular service and the “clinical service desk,” which mostly helps people use the EPIC EHR.
Learn more about University of Illinois Health: https://hospital.uillinois.edu/
Learn more about HCTEC: https://hctec.com/
Health IT Community: https://www.healthcareittoday.com/
More shows like Healthcare IT Today Interviews
View all
NPR News Now
14,153 Listeners
Wait Wait... Don't Tell Me!
38,630 Listeners
Fresh Air
38,139 Listeners
The Bill Simmons Podcast
30,046 Listeners
The Daily
111,169 Listeners
Up First from NPR
56,009 Listeners
This Week Health: Conference
62 Listeners
All-In with Chamath, Jason, Sacks & Friedberg
8,774 Listeners
The Ezra Klein Show
15,028 Listeners
Honestly with Bari Weiss
8,495 Listeners