3 Aspects: What Makes eClinicalWorks® Support Successful?
Technological advancements continually change the way companies operate. By automating processes and services and providing a high level of organization, management and their employees are able to focus and prioritize much more efficiently. A beneficial aspect of technological advancement is the facelift provided for customer support systems. Speed, high-efficiency, diverse forms of communication, and genuine connectivity are just a few upgrades and positive outcomes of employing modern technological systems.
eClinicalWorks® based Billing Support has taken full advantage of these opportunities by automating services, providing more representatives for one-on-one assistance, and incorporating innovative and helpful resources.
What Makes eClinicalWorks® Support Successful?
Investment
The most important aspect of customer support systems is the drive for betterment. Betterment can be achieved through many internal and external ways. For example, companies can send out client satisfaction surveys, conduct internal employee reviews, and require quarterly refresher training for customer service representatives. External review services provide a breath of fresh air and rejuvenation by providing an unbiased third opinion that lacks proximity blindness.
In 2012, eClinicalWorks® updated their processes and added over 250 employees to their customer support division. This not only streamlined and simplified customer support processes, but it also decreased the wait times for a representative.
Customer feedback was overwhelmingly satisfied with the changes. Yet, even with huge success and a 97% customer satisfaction rate within the 6 months following the upgrades, eClinicalWorks® promised to continue troubleshooting endeavors with plans to routinely update systems in accordance with healthcare technology advancements, continually survey for satisfaction, and quickly address customer concerns.
eClinicalWorks® not only listened and trusted client opinion, but they also enacted immediate changes in response and promised to continue with future betterment as their company grew and changed.
Blog it Up
One of the most popular forums of free-form customer service are blogs. Many companies have begun employing this avenue to create community with their current clients and expand their marketing for new potential customers.
Why are blogs such a great way to connect with customers? The writing, the freedom, and the ease.
For eClinicalWorks®, this is a great way to get up-to-date information on changes in the company, new services offered, troubleshooting tips, or solutions to long-standing issues. The best part of blog support is the entertainment value. Generally, the writing is fun, quirky, and informative. Plus, there is no need to sit on hold waiting for a customer service representative.
Blogs are a unique way to create community, answer questions, and stay updated with eClinicalWorks®.
Finding Different Vision Outside of eClinicalWorks®
EHR Concept Consultants
Usually, most customer service representatives have a general knowledge of company policies, a light background in the most relevant issues, and a hierarchy of specialized individuals that are trained to address specific problems such as financial concerns, technical troubleshooting, or sales.
A unique aspect of eClinicalWorks® Support team is their partnership with EHR Concepts to provide a team of uniquely qualified consultants. EHR Concepts is a specialized contract service that provides aid for healthcare IT. For eClinicalWorks®, they supply highly skilled, professionally trained consultants that specialize in one-on-one professional and technical customer service for companies using eClinicalWorks® software.
For more information regarding this partnership and the services provided by EHR Concepts, feel free to visit their eClinicalWorks® consultant page.
eCWusers
Another innovative customer service tool is the eCWusers website. To clarify, this site is not managed or directly affiliated with eClinicalWorks®, but it is a great resource for users who wish to find a platform to build connectivity and create a community with other eClinicalWorks® users.
Specifically, eCWusers is a forum for users of eClinicalWorks® to communicate with each other, express difficulties, share successes, and divine solutions together. A unique part of this site is that it is maintained and driven directly by the user, therefore creates a close-knit community of shared experiences.
EMR Billing Solutions offers medical billing services, specializing in the use of eClinicalWorks® Electronic Medical Record. With experienced and innovatively driven employees and staff, EMR Billing Solutions offers full-service, high-quality support. For more information or to speak with a representative directly, feel free to contact us.