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/