Within the ever-evolving domain of healthcare IT, the conventional help desk is experiencing a significant transformation. This shift is largely due to technological advancements that require a shift from direct contact support toward automated self-service alternatives. Amid this evolution, healthcare IT services providers serve as guides to skillfully navigate the terrain of innovation.
The rise of automation in healthcare IT support
With the Rise of AI, What IP Disputes in Healthcare Are Likely to Emerge?
Munck Wilson Mandala Partner Greg Howison shared his perspective on some of the legal ramifications around AI, IP, connected devices and the data they generate, in response to emailed questions.
Healthcare IT support has undergone a noticeable shift, as traditional direct contact methods—phone, email, live chat—have yielded to automated self-service options. Interactive Voice Response, Chatbots and intuitive portals are the tools that empower users to independently address and resolve issues. During my career I have seen this transformative trend experience a surge, doubling adoption each year for the past three years across a range of healthcare organizations.
Leading healthcare IT services providers are at the forefront of this paradigm shift, actively engaging with clients to conceptualize and implement self-service solutions. However, this journey toward automation is not devoid of challenges. Generative AI, a technology that shows great promise, encounters limitations in healthcare, mainly due to the need to train models on data specific to the organization. Recognition of the significance of customized training for AI models is pivotal to ensure optimal performance within unique and diverse healthcare work environments.
The vital role of empathy in health IT help desk support
The intersection of IT and healthcare reveals a common thread—the diagnosis of issues based on limited or incorrect information. In both spheres, professionals face the challenge of navigating complex scenarios where the nuances of a situation may not be immediately apparent. Here, the significance of human touch becomes evident and acts as a linchpin within the support system.
A Personalized Approach to Medication Nonadherence
At the Abarca Forward conference earlier this year, George Van Antwerp, managing director at Deloitte, discussed how social determinants of health and a personalized member experience can improve medication adherence and health outcomes.
Within the intricate landscape of healthcare IT help desk support, empathy emerges as a cornerstone, effectively bridging the divide to understand user perspectives. Healthcare IT services providers recognize the need for more than technical proficiency. They prioritize a patient-centered approach. Every technical transaction potentially impacts patient care.
A poignant example from a Nashville Healthcare IT Services Provider in 2021 illustrates the transformative power of empathy. In this scenario, a nurse calls in for a routine password reset. The call starts as a typical interaction. The analyst efficiently verifies the nurse’s identity, resets the password and ensures a successful login. Then comes the classic line, “Is there anything else I can help you with today?” The nurse, burdened by relentless demands of the pandemic, reveals the exhaustion of pulling double shifts for over a year, with no relief in sight.
Our analyst suggests the nurse take a few minutes to collect herself and rest. A brief silence ensues, offering a brief sanctuary within the digital realm. Sensing the need for a subtle shift, the analyst eases into casual small talk about life beyond the hospital walls. The nurse, appreciative of the distraction, begins to engage. Near the end of the call, the nurse is ready to return to the front lines of patient care. This is the epitome of customer service—the ability to go beyond fixing technical glitches and recognize the human behind the screen. It’s about being attuned to the unspoken cues of distress and responding with empathy. The analyst reset a password and also provided a brief respite, a virtual shoulder to lean on—a reminder that we are all connected by our shared humanity.
Lessons learned during the pandemic
The pandemic acted as a litmus test for the resilience of healthcare systems, which revealed the need for enhanced collaboration between Chief Financial Officers (CFOs) and IT departments. Budget constraints, a hallmark of challenging times, underscored the critical role of IT in the healthcare infrastructure. This led to an unprecedented spotlight on IT departments and prompted a new level of recognition and cooperation.
Against the backdrop of the pandemic, healthcare IT services providers played a central role in operational improvements. A key strategy was the outsourcing of day-to-day operations, which enabled internal teams to shift their focus to critical projects and infrastructure upgrades. The outcomes were tangible—shorter wait times, improved issue resolution and a quantifiable return on investment. This operational pivot addressed immediate challenges and positioned healthcare organizations for a more resilient and adaptive future.
Diverse backgrounds shaping the help desk team
Within healthcare IT services providers, the help desk teams come from diverse backgrounds—ranging from clinical expertise to experience in tourism and restaurant service. This eclectic mix of professional journeys offers diverse skills, each contributing to the success of the team. Those with clinical backgrounds bring an understanding of healthcare workflows, while individuals from the hospitality industry offer exceptional customer service skills, shaped in dynamic and fast-paced environments. The combination of these diverse talents enriches the team’s problem-solving capabilities and fosters a culture of adaptability.
To harness the potential of these varied backgrounds, healthcare IT services providers implement comprehensive training programs. These initiatives ensure that team members, regardless of their original fields, acquire the skills required to navigate the intricacies of healthcare IT support. Moreover, the emphasis on aligning analysts with tasks and clients based on individual strengths and interests serves as a strategic approach. Tailored alignment optimizes the team’s efficiency and enhances the overall satisfaction of both analysts and clients. It is a testament to the recognition that diversity is both a demographic aspect and a strategic asset that drives innovation and excellence within the help desk team.
In summary, the adaptive approaches employed by top healthcare IT services providers position them as pioneers in innovation. While automation is essential, the human-centered approach, showcased through empathy and a diverse range of skills, remains of utmost importance. As healthcare IT undergoes continual evolution, the integration of automation and human connection is poised to define the trajectory of IT support. This synergy promises a smooth experience for users and ultimately contributes to enhanced patient care.
Photo: ipopba, Getty Images
Ian Lindsey is the Manager of Service Delivery for Support Application Services at CereCore, a healthcare IT services firm. Ian began his career in healthcare as an emergency medical technician and found his way into help desk services as a client support analyst working for ESPN. He quickly became the go-to resource for training new staff and automating processes which led to increased productivity and improved issue resolution metrics. A proven leader, he soon moved into a supervisor role and provided oversight to a team of US engineers who supported more than 10,000 employees at ESPN and Disney. Ian’s unique experiences in healthcare, technology and customer service are a driving force in his current role as mentor, thought leader, and quality service provider for health systems who rely on CereCore for support desk services.
