EHR and practice management for mental / behavioral health
PIMSY behavioral health practice management offers stellar EHR customer service & support

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 practice management 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 practice 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.”

Practice Management Training

When looking for a mental health practice management system, 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 needs – ie, do they offer standard, one-size-fits-all training, or will they customize it based on your unique practice challenges?

“I don’t care if you have the best program in the world, if you can’t use it, then it doesn’t help you.” (Seth H., Family Counseling)

EHR 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 product 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?

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.

Cost Considerations

The method of training and support provided is also a crucial question: for example, if you’re required to fly your staff to a different state and pay for a week’s worth of training, plus travel expenses, that cost may be completely out of your EHR 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 software, you should always factor the quality and cost of EHR customer service & support into the price, as they can be more crucial than the program itself.

PIMSY EHR Provides Stellar Support & Customer Service

PIMSY mental health practice management not only provides outstanding initial training and superior ongoing support – they are included in the 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 needs.

In addition to live customer service, PIMSY clients also have 24/7 access to our support site, which includes over 60 how-to videos, a Help Desk where you can log your own help desk tickets, a User Forum, access to company documents, and much more.

Our Support Team goes above and beyond to deliver impeccable service to our clients and provides complimentary training for new functionality every time we update the product.

In addition, each PIMSY client receives a customized implementation plan, which addresses your unique needs and pain points and provides a detailed plan for efficient product deployment. We make sure that you: get the most out of PIMSY; are thoroughly trained on how to use it for your practice; and have ongoing access to stellar 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. We could not make this difficult change without all of your excellent customer support and continual guidance. Thank you so much!!!” {Melinda H., Business Owner}


Click here for a complimentary guide to picking the right EHR for psychiatry, mental health, and substance abuse – and check out other ways that PIMSY stands out from the pack.



leigh-Ann Renz is the Marketing & Business Development Director of PIMSY EHR. For more information about electronic solutions for your practice, check out Mental Health EMR.

Leigh-Ann Renz is the Marketing & Business Development Director of PIMSY EHR. For more information about electronic solutions for your practice, check out Mental Health EHR.

Kudos from Clients

Seth H.

“PIMSY more than pays for itself by streamlining my office, improving efficiency and reducing billing times. I would recommend PIMSY to anyone looking for a good EMR company that will help you implement its program and help you with any questions you have along the way.”

~ Seth H., Business Owner

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