Healthcare IT Today March 29, 2024
Dan O’Connor, Vice President, Service Desk Delivery at HCTec, says that resolving a customer service call involves a lot more than fixing the problem that the customer bought. You have to leave the customer feeling that you cared about them. Conveying that sense of care might be more important than solving the problem.
Furthermore, every call is about patient care, even if it’s helping a staff person use their computer. That’s because they are all ultimately serving a patient.
In this video, O’Connor explores service desks with Audrius Polikaitis, Chief Information Officer at UI Health, which serves several campuses at the University of Illinois. Originally, UI Health assigned tasks to multiple departments—IT, facilities, etc.—but decided they needed a “single front...
Today's Sponsors
Today's Sponsor