The thing that sets MediQore apart is our people-driven mission. And while providing our clients with access to the best talent in the industry is certainly a high priority, it’s about much more than that. We spoke about our recruiting and staffing methods in our last blog post, where we emphasized that for us, it’s more than sourcing the right people. It’s about bringing that talent to bear in an effective, affordable and highly leveraged environment.
Processes Built for Productivity
The key to the efficiencies we’re able to deliver is a well-developed process. From the outset, MediQore’s support process really isn’t all that different from hospital support, and that is very intentional. In fact, we make a point to have as little impact or change on our client’s process as possible. Because the last thing we want is a nurse or doctor feeling like they have to go outside of their facility to get the help they need. We want them to contact their help desk like normal, talk to the same person they’re used to talking to when an issue arises, follow their routine without any disruption. So, we’ve found it works best to integrate ourselves into their existing application support process.
“Our goal is actually to become sort of invisible and blend into the background of the way they support those applications themselves.”– Ken Roderman, CEO
How it Works
Step 1: The client experiences an application issue. They simply contact the existing internal help desk, just as they would normally, and open a ticket. We want to make as few changes to existing processes as possible.
Step 2: The internal help desk analyst gathers some baseline information to determine what application is being impacted. Once it’s been determined that this is an application being supported by MediQore, the ticket is opened and assigned to us. At this point, we pick up the ticket within the MediQore triage desk. If it’s a high priority or after hours issue, they may also contact our triage desk directly.
Step 3: The MediQore triage desk goes to work, day or night, any day of the week. The MediQore triage analyst reviews the information in the ticket and determines who the right analyst(s) is on our side to remediate the problem. The ticket is then assigned and the analyst is contacted live to assure immediate action is taken.
Step 4: The MediQore triage desk keeps a constant eye on the ticket queue. Even after the ticket has been assigned, we keep a close eye on all tickets and the que in general to make sure things are progressing as they should and that prompt attention is being given to address issues in an efficient manner.
Step 5: The MediQore expert who has been assigned to the ticket goes to work. They often work very closely with the initial user who experienced the issue to remediate the problem as quickly and efficiently as possible. They may also involve other members of our team or even the vendor, if necessary. Whatever it takes to get the job done right.
Step 6: Once the issue has been corrected, the analyst again contacts the user who originally opened the ticket to make certain the problem has been fixed on their end and to see if they require any further assistance.
This process minimizes the time the client’s staff has to spend dealing with application issues, without disrupting their standard operating procedures. By using an integrated process, we’re able to create efficiencies that save the client time and money.
One example is our handling of high priority issues. The user contacts us directly if they are experiencing a high priority issue, which leads us to do a cursory examination to make sure it is indeed high priority. In our experience, we’ve found that about 70% of issues that come in after hours aren’t actually a true high priority. The user may have used the words high priority, but to us, high priority means issues concerning patient safety and care. More often, these are issues that can wait until the next day, and that comes back to leveraging our staff effectively and efficiently to keep them focused on the highest priority issues first.
You can learn more about how MediQore works to collaborate with our clients here on our website. Or, come see us at Booth 2779 at the HIMSS 2020 Global Health Conference and Exhibition in Orlando next month!