*** TIER 4 ON SITE TRAINING - MUST CALL FOR A QUOTE-PRICES ARE PLUS TRAVEL AND EXPENSES - ALL QUOTES WILL BE CUSTOM - PAYMENT REQUIRED BEFORE WORK STARTS ***
Overview:
This package was designed for users requesting a personalized onsite visit from one of our Technical Product Specialists. Tier 4 covers Support, Personalized Training as well as Customization and Configuration services for your speech and voice processing products at your facility. In Addition to Live Chat, Request a Callback, Ticketing System, Desktop Streaming Support, Personalized Training and Customization Work, we will make the trip to your organization for face to face service. Following the trip, we will follow up online to ensure you’ve retained the information provided. Our vast experience within the Medical, Legal, Law Enforcement, Real Estate, Government, Education and Journalism community provide us with advanced knowledge of successful workflow installations for offices of all sizes. All onsite visits will be scheduled around what’s convenient for you.
Features:
- Live Chat Assistance - Live Chat is a quick and easy way to directly connect to one of our Technical Product Specialists. This real-time communication format is perfect for users needing immediate assistance or those looking for an answer but don’t want to play phone tag or go back-and-forth on email.
- Remote Desktop Support - Remote Desktop Support allows our Technical Product Specialists to log directly into your computer for support, training or customization needs. With an internet connection, you can sit back and watch while we resolve any issue presented.
Whether you’re using a Mac or PC, Remote Desktop Support provides customized services our clients need without the hassle of traveling or onsite visits. This virtual support method is very effective and convenient for our users. - Annual Technical Support - Guarantee a Return on your Investment with our annual technical support services. If and when you run into an issue, our team of experts will quickly assess and troubleshoot your issue until a resolution is found and applied. Our Annual Technical Support gives you piece-of-mind knowing that you’ll be covered at that moment when things don’t go exactly as planned.
- Ticket Creation & Follow-up - Our Ticket Creation System increases the quality of our technical services by providing our members with an efficient method of submitting issues and receiving resolutions that can be tracked and monitored.
- Callback Request - Prefer to speak to a live expert? Request a callback from one of our technical product specialists around what’s convenient for you. Our automated callback system provides members with the convenience of live assistance when and where you need it.
- Installation Assistance - Let our team of experts assist in the installation of your speech and voice processing software. Relax while we install, activate and register your software. Once installed, we will apply necessary software and firmware updates to insure you have the latest technology available. All of which is done online using Remote Desktop Support software.
- Product Tour and Overview - A Product Tour and Overview gives users the best out-of-box experience by highlighting the essential features available within your speech and voice processing solution. A team member will save you the time of reviewing the user manual by explaining the core functionality of your solution and provide an overview to get you started with a fundamental understanding of your new workflow solution.
- Training Planning & Development - Training, Planning And Development To Fit Your Clinical IT Training Philosophy. The “moment of truth” for a Dragon Medical implementation is physician training. Organizations get one shot at training physicians; “getting it right the first time” is a core philosophy Nuance Healthcare brings to this stage of the project. During training development, Certified eSupport will work with identified customer representatives to define an end user training strategy. Our team has extensive experience in the implementation of speech recognition solutions specific to most EHRs and has designed Best Practices documentation to aid in your success. As part of our training offering, Certified eSupport recommends and delivers several training methods to its customers: End-User Training: Certified eSupport’s recommended approach for ensuring high adoption and productivity rates of your clinicians is end-user training. Certified eSupport delivers a one-on-one or group training experience to each user. Our certified trainers will work with your physicians in one-on-one sessions covering an agenda designed to bring users to a highly productive state of use, within the clinical context. The average one-on-one training session is two hours per user and the group sessions typically accommodate up to six users in a three hour session.
Administrator Training: As an alternative, some organizations with fully-staffed training organizations can choose to elect a train-the-trainer strategy, whereby Certified eSupport focuses its training resources on ensuring your internal training team has the skills to broadly work directly with your clinicians.
Help Desk Training: Certified eSupport will train your help desk to triage and solve inbound technical and customer support calls in the same manner as its own in-house help desk organization. Generally delivered to Help Desk, Field Support and in-House Training teams, these training curricula are designed to provide our customers with the necessary Dragon Medical knowledge to effectively support their Dragon Medical user base for specific job responsibilities across an enterprise.
Training agendas are customized to fit the specific needs and expected roles of the individuals involved. Topics range from basic best practices for Dragon Medical use to advanced topics covering application customization, installation and support. - Personalized Online Training - Enjoy the convenience of personalized one-on-one training with one of our Technical Product Specialists. Scheduled around what’s convenient for you, we will design a training program to address your specific goals and needs. Our personalized training program ensures an immediate Return on your Investment.
- Workflow Evaluation - Defining Clinical Workflows With The Experts
Whether you’re using Epic®, Cerner®, Allscripts®, GE®, Centricity, NextGen®, or another EHR system, correctly configuring Dragon Medical with your EHR is a critical success factor in optimizing physician productivity. By carefully reviewing current clinical documentation practices, and then configuring Dragon Medical so it works optimally with your EHR, your physicians will experience an up to 30% boost in EHR productivity. The Clinical Workflow Definition phase is performed on a per department or per line of service basis, as each department has its own unique requirements, providers, clinical protocols, treatment plans, and documentation needs. - Custom Software Configuration - Custom Software Configuration is the single most important thing users can do to maximize their productivity and efficiency of a product. Many of the speech and voice processing solutions we support have over 400+ custom configuration options available. Our team of experts will analyze your current workflow then tailor the software solution to meet your specific needs.
- Tailored Hardware Customization - Tailored Hardware Customization services provide members with the convenience of having their speech and voice processing hardware customized to their specific needs. Whether it’s assigning Author IDs, Worktypes, Encryption or device security, hardware customization maintains governmental and organizational policies, while insuring users get the most of their investment.
- Project Planning & Kick-Off - Project Planning & Kick-Off: Driven by Metrics
During Project Planning and Kickoff, Certified eSupport partners with your organization’s team members to develop a plan and launch the project.
Certified eSupport deployments rely in part on setting and measuring performance against project metrics, which are jointly agreed-on measurements used to determine the improvements and efficiencies gained by deploying Dragon Medical. Metrics may be either proposed “top down” by senior management—typically those used to help justify the financial investment in Dragon Medical—or presented “bottoms-up” by the project team for formal incorporation into the plan.
To ensure that your senior management and Certified eSupport have a full view of the project status, metrics are continuously collected and analyzed. Certain measurements can quickly help to determine whether changes in priority need to be made, or if additional resources are needed to meet project goals.
Included in the planning activities is the creation of a change management plan that is tailored to your organization. With the introduction of any new technology, an effective change management strategy that has support from senior administrative and clinical management should be considered a critical success factor for your deployment.
Certified eSupport also provides a library of proven pre- and post-go live clinician surveys—used by some of the largest and most well-known health systems—to measure success of Dragon Medical. The prompt execution of easy-to-complete, web-based surveys allows customers to track staff use, satisfaction, and impact to assist in project reviews at the highest levels of an organization. So your project decisions are made based on data, not anecdotes. - Custom Command Development - Creating Custom Commands: Turbo-Charge Your Physician Experience
Dragon Medical can be customized to help clinicians navigate more quickly through the EHR and also document care working in conjunction with templates or other special documentation capabilities specific to your EHR.
Certified eSupport trainers take the information identified in the workflow phase to develop the Custom Commands required to support each workflow. Custom Commands aid in navigating the EHR and can improve the speed and efficiency of documenting clinical information. - Post Implementation Measurement - Post Implementation Measurement: Getting The Most From Your Investment
On an ongoing basis, Certified eSupport can help your team capture key metrics to track return on investment. Metrics include:
Patient Volume
Transcription Cost Reduction
RVUs / Practice Revenue
Physician Satisfaction
Quality of Documentation
Referral Volume - Post Implementation Follow-Up Training - Post Implementation: Follow Up Training In addition to the measurement activities required to monitor performance, Certified eSupport recommends conducting follow-up training activities to ensure your physicians receive the training needed to adopt Dragon Medical to their specific environment.
This training follow-up is typically conducted as personalized one-on-one training events, focused on the providers identified as needing additional attention. - On-Site Services - For those interested in having a certified support representative at your location for in-house services, whether it’s support, training, or configuration, we’ve got your back.
