Application Management, IT Help Desk, Clinical Service Desk, and Patient Portal Solutions to Maintain, Manage, and Support Critical Applications and IT Services
Your healthcare IT (HIT) organization's Application Management, IT Help Desk, Clinical Service Desk, and Patient Portal support teams are your "first line of defense." They should ensure availability 24x7 to keep end users at maximum effectiveness.
Process breakdowns, user frustration, and productivity challenges are all barriers that can affect an HIT organizations ability to focus valuable resources on tasks that provide strategic value, as well as those that maintain the advantage your teams are in place to deliver.
Realizing Real Business Value
More than 165 Application and Service Desk clients have recognized real business value, including:
Designed to maximize the value, efficiency, and cost effectiveness of application management, CTG’s Application and Service Desk solutions include a portfolio services tailored to your organization’s unique needs:
Assessment and Roadmap
CTG delivers a complete Report of Findings and Performance Improvement Roadmap to address operational processes and system optimization, identifying opportunities to improve your support model.
Help Desk (Tier 1)
Experienced analysts provide improved “first-line-of-defense” incident and request resolution, improving first level resolution (FLR) and decreasing call abandonment. With CTG’s >90% FLR rates, you can focus senior analysts’ attention on critical projects and optimization efforts.
Application Management (Tier 2 and 3)
Tier 2/3 support ensures 24x7 support for some, or all, of your application portfolio. Whether to optimize your application portfolio or focus on critical projects, our solutions scale to accommodate your critical priorities.
Clinical Service Desk (Tier 1.5) and Patient Portal
Our experts in leading EHR systems provide 24x7 single-point-of-contact support for physician and patient users. Our scalable, multi-level services integrate with your workflows and physician environment.
Learn how CTG's Application and Help Desk solutions can help your organization in this short video.
CTG helped implement Hospital for Special Surgery’s Service Desk for Epic MyChart, and our analysts provided first-level support of issues, documented each issue in the ticketing system, and adhered to agreed-upon workflows for issue escalation between support desks, all on a 24x7 basis. As a result, more than 97% of incidents were resolved on the first call, calls were answered in an average of 23 seconds, and resolution of in-scope issues exceeded 99%—all leading to increased patient portal adoption.
Comprehensive 24x7 support for all Tier 1 and clinical 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:
Cut or contain costs
Resolve issues at the first level to avoid escalation to more expensive resources
Free up limited physical workspace, hardware, and supplies
Significantly reduce the cost of hiring and retaining resources
Improved clinician user satisfaction
Improved team satisfaction
Achieve better implementation outcomes
Reporting and productivity analysis to ensure the best possible service is provided
Reliability Matters: Over 50 Years' Experience
Healthcare Expertise: Over 30 Years' Experience and 700 Clients
Experienced Analysts: Knowledge To Do The Job Right The First Time
Multiple Delivery Models: Versatility to Support Each Clients' Unique Needs