Clinical Service Desk Solution

Reliably Addressing Clinical User Support Needs so Your Staff Can Focus on Strategic Initiatives

Today the electronic health record (EHR) is a critical component in the provision of timely, effective, and improved patient care. When providers have an EHR-related issue, patient care can be impacted, making quick issue resolution critical. Couple this need for rapid clinician response with your IT help desk’s requirements to provide critical EHR application management and support, and team efficiency and effectiveness can suffer. 

The CTG Application Advantage™ Clinical Service Desk Solution

We understand that timely and accurate support is critical to ongoing EHR success and clinician adoption. As a part of CTG’s Application Advantage solution portfolio, our Clinical Service Desk solution provides comprehensive 24x7 support for all EHR application-related questions, incidents, and requests.

Designed to minimize disruption, maximize productivity, and further encourage clinician EHR adoption, CTG has provided support services to clients who have recognized real business value and results, including:

  • Reduced costs
  • Process and Technology Efficiencies 
  • Scalable Capacity 
  • Improved Clinician User Satisfaction
  • Effective Workforce Management 

Our Services 

Assessment and Roadmap: CTG’s Support Model Assessment provides a comprehensive review of your organization’s existing support model, or in the absence of a current help desk, defines your unique requirements. Leveraging ITIL and other industry best practices as benchmarks, CTG delivers a complete Report of Findings that addresses staffing levels, support tools, operational processes, service level compliance, and performance metrics and more, along with a recommended help desk roadmap.

Clinical Service Desk: Application-specific analysts provide “first-line-of-defense” problem resolution, escalating to Tier 2/3 analysts only when necessary. CTG analysts receive vendor-specific training resulting in improved first call resolution (FCR) and allows your IT staff to remain focused on more critical and strategic initiatives. Delivered as a scalable, managed service with defined metrics and SLAs, our services seek to provide a single point-of contact for all clinical calls to ensure a seamless provider experience, with analysts experienced and trained on your organization’s EHR who can immediately address incidents, events, and end-user questions. Our flexible approach and delivery models allow us to integrate into your existing processes and become a direct extension of your teams, services, and tools, or to fully deliver and manage your support service needs utilizing CTG’s proven ITIL-based tools, processes, and methodologies.


CTG provides more than just Clinical Service Desk support staff. We provide comprehensive and customized solutions honed over hundreds of provider, payer, and life sciences clients. This experience, strong analyst and broad application expertise, delivery model flexibility, and ongoing reporting to ensure the highest levels of quality collectively result in our client’s confidence that they have the proven, reliable partner necessary to improve and sustain quality service.