EHR Customer Service & Support for Mental / Behavioral Health
EHR Success Hinges on Excellent Customer Service
Electronic Health Records (EHR) training, support, and customer service are as important, if not more important, than the system itself. Essentially, it doesn’t matter how amazing of a tool you have; if you don’t know how to use it properly, it’s not adding value to your agency and may actually be decreasing efficiency.
Making sure that you and your staff are properly trained on your behavioral health EHR is vital to the success of your business. It is only by using your chosen software effectively that it saves you time & money, fulfilling its purpose.
“Software is a tool – how you use it is the solution.”
Training on an Electronic Health Record
When looking for a mental health EHR, make sure that the vendor you’re considering offers thorough, in-depth and comprehensive training. Ask them to map out their implementation plan: how do they migrate your data from your current system or paper processes?
Do they provide separate training sessions for each role (ie, biller, front desk, clinician, etc)? How long will it take before you can be actively using the system? Do they show you how to calibrate the program to your priorities – ie, do they offer standard, one-size-fits-all training, or will they customize training based on your organization’s needs?
“I don’t care if you have the best program in the world; if you can’t use it, it doesn’t help you.” (Seth H., Business Owner)
EHR Customer Service & Support
After initial training is complete, ensuring that you have solid ongoing EHR customer service & support is vital, especially if you will be receiving new releases of the software that might change the information provided in the initial training.
Make sure you nail down the details of how each vendor provides support: is it email only? If phone support is offered, what times is it available, and what happens if the call isn’t answered? How long does it take to get a response back?
Is the phone support provided by folks who are in the US, or by international call center? Some vendors only offer complimentary video or webinar support, and live customer service is an additional cost – or they offer a combination of options (Web, phone, email, video).
Maybe you want your employees to watch training videos before Support is called – or you’d like to have access to a Client Forum to consult with other users. Make sure you think through your ideal process of utilizing the program and confirm that the vendor can handle your requests.
The method of training and support provided is also a crucial consideration: for example, if you’re required to fly your staff to a different state and pay for a week’s worth of onsite training, that may put a program completely out of your price range, even if the system itself is the most cost-effective one you’re considering.
If the only support available long-term is to watch videos or sit in on webinars, you may decide that you need more hands-on assistance. Or if stellar support is available but at an exorbitant price, move on to a company that provides it for free or more affordably.
When choosing a behavioral health EHR , you should always factor the quality and cost of customer service & support into the price, as they can be more crucial than the program itself.
PIMSY’s Superior Customer Service
PIMSY EHR not only provides outstanding initial training and superior ongoing support – they are included in its price! This means that you can contact our customer service staff Monday through Friday, 8 AM – 6:30 PM, EST (with emergency after-hours help available). If your call isn’t immediately answered, you can expect a call back within a few hours (at most), and our hands-on support staff will walk you through the answer to your question, showing you how to get the most out of the program for your query.
In addition to live customer service, PIMSY clients also have 24/7 access to our support site, which includes how-to videos, a Help Desk where you can log your own tickets, a User Forum, access to company documents, and much more.
Our team goes above and beyond to deliver impeccable service to our customers and provides complimentary training for new functionality every time we update the product.
Each PIMSY customer receives a customized implementation plan, which addresses the unique priorities of the agency and provides detailed, efficient product deployment. We make sure that you: get the most out of PIMSY; are thoroughly trained on how to use it for your organization; and have ongoing access to superior customer service. Contact us for more details.
“We are extremely satisfied with PIMSY and with all the hard work that you guys put in to continually improve and update. Thank you so much for your excellent customer support!!!” (Melinda H., Agency Owner)