BROADCASTS.com

Dan O\u2019Connor, 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.\n\nFurthermore, every call is about patient care, even if it\u2019s helping a staff person use their computer. That\u2019s because they are all ultimately serving a patient.\n\nIn this video, O\u2019Connor 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\u2014IT, facilities, etc.\u2014but decided they needed a \u201csingle front door\u201d for anyone needing help. They do ask callers to distinguish between regular service and the \u201cclinical service desk,\u201d which mostly helps people use the EPIC EHR.\n\nLearn more about University of Illinois Health: https://hospital.uillinois.edu/\nLearn more about HCTEC: https://hctec.com/\nHealth IT Community: https://www.healthcareittoday.com/