Help Desk Outsourcing

Tampa General Hospital Selects CareTech Solutions Service Desk to Support Its ...

"We are planning to use CareTech Solutions to augment our existing helpdesk with a focus on Physician support," said Elizabeth Lindsay-Wood, Chief Information Officer, Tampa General Hospital. "CareTech's extensive IT experience in hospitals, and their ability to implement a comprehensive help desk that can handle everything from password resets to Epic-related questions, was a significant factor in our selection process."

Features of the CareTech Solutions Service Desk include:

Trained and certified support analysts based in the U.S. Scalable operation (500 to 20,000 calls per hospital per month) Knowledge management Comprehensive implementation Proactive infrastructure and applications monitoring Performance metrics tracking and reporting Trend analysis to understand problems and reduce call volumes Physician-only hot line

About Tampa General Hospital

Tampa General Hospital is a 2,004-bed acute care hospital and is the only Level 1 trauma center on the west coast of Florida. It is the primary teaching hospital for the University of South Florida College of Medicine. It also serves as the region's only burn center, adult solid organ transplant center and provides specialized rehabilitation services. Tampa General has established centers of excellence in the following clinical areas: cardiac, neurosciences, digestive disorders, orthopedics, infectious disease, high risk and normal obstetrics, and pediatrics.  

About CareTech Solutions

CareTech Solutions, Inc., an information technology and Web products and services provider for more than 180 U.S. hospitals and health systems, creates value for clients through customized IT solutions that contribute to improving patient care while lowering healthcare costs. From implementing emerging technologies to supporting day-to-day IT operations, CareTech offers clients expert health information management services across the entire patient data lifecycle earning it the 2008, 2009 and 2010 Best in KLAS award for IT Outsourcing (Extensive) as ranked by healthcare executives and professionals in the Top 20 Best in KLAS Awards: Software &  Professional Services report.

Ten Great Ways to Improve Your Help Desk | Outsourcing

Ever had more complaints about how your help desk team was handling customers than problems about your products or your corporation altogether? Many corporations do not put that much effort into their help desk providers which leads to a decreased quality in providing service to clients. It is a good thing improving your help desk is a feasible task with the following tips.

1. Improve your team’s camaraderie. Like some big machine, your help desk team should synergize and work together in harmony. They should know their functions and pay respect to each other’s work no matter how seemingly minimal it’s. An innocent acquaintance party can be one of the great ways to improve your help desk team’s camaraderie.

Let’s go forward with this article. 2. Provide adequate knowledge for your team. Your customer support group exists to give help to your clientele when they’ve problems have dysfunction or when they may have complaints about your products or the services you provide. Your team should be knowledgeable enough to handle these dilemmas promptly and efficiently.

3. Train your team on telephone etiquette. Sure, your customer support team knows all the stuff there is to know about your products and services . But are they polite and courteous when answering phone calls or the customers cannot help but comment on how rude your help desk team is? Recording the telephone calls is one of the great ways to ensure that your help desk team is acting like they should.

4. Ensure that your customer support team speaks English fluently. This is a problem for most corporations who outsource their help desk team. No matter how knowledgeable they’re, if your customers cannot understand them, they are useless.

5. Boost your team’s morale. You can provide rewards for those you see as the most hardworking and competent. This can dramatically increase the job efficiency in the workplace.

6. Provide a relatively stress-free workplace.

7. Create a system wherein the customers do not have to explain their problems over and over again.

8. Assess your help desk system regularly. You can do this through IT surveys for your customers.

9. Provide the best equipment for your help desk squad.

10. Provide topnotch customer support software that’s efficient and easy to learn. You do not only have to focus on your team when trying to enhance your help desk quality but also on the tools they use.

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