Healthcare IT Services
Talon provides quality information technology services to many health centers and points of care across the nation. Our approach is simple: we provide high-availability resources around the clock to meet the specific needs of our clients.
Our Managed Service Solutions for Electronic Medical Record (EMR) sites allow for a comprehensive approach to support our clients’ healthcare practice. Our call center infrastructure is built on the latest technologies providing a fully redundant network to deliver EMR support services without interruption. We offer support of EMR teams for the entire healthcare network by covering call center requirements for both Patient Portal and/or EMR helpdesk call resolution minimizing escalations to our client’s administrative or build teams.
We also provide comprehensive Managed IT Services for our clients that range from desktop & system help desk, project management, technology refresh, security, product procurement, and administrative services. Please refer to our Managed IT Services explanation on this site for more details.
We believe that our relationships with our Customers and our Employees are paramount to our success. We promise to deliver a premium service to meet our client’s needs with utmost honesty, ethics and integrity.
Patient Portal Support
Our Patient Portal solution has proven to allow hospital networks to focus on more business critical issues while outsourcing Level 1 calls to Talon. We build a specific solution for our customer based on their call volumes, work flows and security requirements. We deliver Service Level Agreements (SLA) that guarantee greater than 80% First Call Resolution (FCR), less than (1) minute time to answer and very low abandonment rates due to minimal hold times.
Shared Help Desk Support
Talon has developed a Shared Help Desk model that allows our customers to enjoy a quality product in service delivery without experiencing the high cost of a dedicated solution. Our shared model allows our team to support multiple hospital builds and system administrative tasks allowing predictable utilization internally for our organization and providing an opportunity to pass the cost savings on to our customers. The shared model allows for a “Branded” approach — our call center agents answer the phone with your “Brand” represented and is carried over into phone prompts and system email, survey and other specifically configured solutions.
Clinical and Non-Clinical Application Support
Talon custom crafts clinical and non-clinical call center solutions based on predefined customer requirements. We customize the service level, priority classification and escalation process to specifically address the customers’ needs. We fully engage as a business partner and understand that a premium customer service experience is good for business; a satisfied internal client is a feather in the IT managements’ cap.
Remote EMR Support
- Increases application end user satisfaction
- Provides premium support by credentialed and certified resources
- Dedicates trained resources available when your employees need them
- Integrates with current help desk support solutions to provide seamless support
- Maintains current escalation process to ensure timely resolutions
- Assists in cost containment as a result of EMR implementation
- Provides state of the art call center tools to accelerate resolution and end user understanding
- Streamlines budgeting with reasonable fixed monthly costs and acceptable cost per call average
Support Levels and Resolution
The Support desk team consists of Trained, Certified and/or Credentialed full time staff who answer support phone calls and emails, log all issues immediately into a central support database and triage support issues according to defined escalation criteria. All application and technology support issues are remedied remotely using any combination of telephone, email, chat and remote access technologies.