Customer Services & Support
Customer service and support teams serve as an important layer between customers (operational leaders and end users) and HealthIT Application teams. They partner with embedded eStar Clinician Champions and Representatives to provide next-level support for important issues. These team members also help deliver education, solve problems, communicate information, and prioritize issues.
A number of mission-critical applications are supported by embedded frontline support specialists. These specialists can immediately triage issues to determine if the problem is hardware, software, network or user-related, and work to bring a quick resolution to minimize any downtime or impact to clinicians, nurses and other patient care staff members.
Business Relationship Management
The Business Relationship Management (BRM) role consists of building relationships with operational and HealthIT leaders, taking requests through the project lifecycle, starting with the initial shaping and progressing to a more detailed analysis, to include:
- Understanding and aligning the business capabilities across roles, departments and entities
- Completing a detailed analysis for various business needs
- Functioning as the point of contact for escalation and resolution of issues from the business
Program Management Office
The Program Management Office (PMO) team within HealthIT provides holistic services for complex HealthIT projects, including in-house developed products and third-party purchased solutions. The team works closely with Customer Relationship Managers (CRM) and business analysts to ensure customer requirements are properly understood and project parameters are clearly defined. They marshal resources, direct teams, and closely manage project plans to deliver solutions on time, within budget, and of the highest quality.
HealthIT's communications team is responsible for ensuring that end users throughout the Medical Center are well-informed and prepared for changes tied to major HealthIT projects. The team carefully aligns the proper communications strategy and tactics to the overall impact of each project. In addition to these customer communication efforts, the team also oversees internal communications within the 500-person department, as well as engagement with external outlets, including the media.