The Client Perspective – Massive Frustration but a Quick Fix

The Client Perspective – Massive Frustration but a Quick Fix

By Jean Hansen, COO at Umbrella Managed Systems

Imagine you are a doctor in a primary care practice. You have patients booked every fifteen (15) minutes on your schedule. You will see sixteen (16) patients before lunch, and at least thirty (30) before you are done for the day. To get a leg-up on the day, you got in at 7:30 AM.

Sitting down, you open up your laptop and type in your password and…

You type it again, over and over, getting the same error each time. In a fit of desperation, you try one more time - typing very slowly. Now you’re locked out, it’s 7:45 AM, and your first patient has already checked in.

You stalk down the halls, laptop in hand, looking for your Office Manager.

The rest of the story…

Now imagine you’re a ReOps Systems Admin, and an urgent request comes in from a client. The Office Manager is reporting a critical user issue – a doctor can’t get into the system.

Luckily, the Umbrella team understands and has developed a way of quickly responding.

Since the Electronic Health Record has become a staple in medical practices, this happens more and more. Our engineers are trained to Triage every request and quickly Dispatch it to the best resource. In this scenario, a password reset/unlock request would be forwarded directly to our Quick Fix queue, where the goal is to resolve the issue within fifteen minutes.

More than ever, Umbrella is dedicated to easing these kinds of client frustrations and implementing improvements that impact the experience for the better.