Medical Provider – Technical Resources / Services Desk

Overview

A health care organization needed as evaluation of the current state of what they considered to be a service desk in attempt to resolve some issues and define a future strategy. The client's IT support team was having issues around:

Understaffed
Quality of service needed improvement
Lack of ownership issues
High cost per call

Writing note showing Medical Service. Business photo showcasing care and treatment provided by a licensed medical provider System administrator control, gear configuration settings tools concept.

The Service Desk Assessment performed by Excipio included:

Evaluation of internal day-to-day operations, staffing, scheduling, reporting, multi-incident flow processes, and hand-off solutions
Assessment of agent workflow, training, call handling, service levels agreements, technology infrastructure, and metrics
The “service desk” more accurately operated as a “contact center”

Recommendations for certification programs for CSRs
Recommendations around IT Service Management (ITSM) – ITIL framework aimed at standardizing and improving customer service.

Client Benefit

Client gained understanding of contact center’s current capabilities.
Business case summarizing the available options to improve.
Clear understanding of current capabilities, risk, and a business case summarizing the capital requirements and operating cost associated with all the available options.