Process

Healthcare Managed IT Process

Each client arrangement is custom-built to serve unique IT needs. Several fundamentals provide the foundation for those arrangements and their processes. Five of the most important are addressed below. Explore each to gain an understanding of our healthcare managed IT process.

Healthcare Process

Each client arrangement is custom-built to serve unique IT needs. Several fundamentals provide the foundation for those arrangements and their processes. Five of the most important are addressed below. Explore each to gain an understanding of our healthcare managed IT process.

Integrated-Service, Process-Learning Continuum

The Integrated-Service, Process-Learning Continuum graphically demonstrates the work we do to support clients. While our service cycle is circular, we never want it to stay the same. It must improve as more is learned, trends are uncovered, and data informs the process. Roll over the Continuum’s elements to learn more.

LIFE Cycle Analysis of Customer Inquiries

Talon considers the pathway for every customer inquiry, routing each to the resource which will most efficiently and effectively handle the issue or topical area. Data is collected along the way, informing the manner in which future inquiries will be addressed. The interactive graphic below walks through the life cycle of a customer inquiry.

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LIFE Cycle Analysis of Customer Inquiries

Talon analyzes every step of the customer’s inquiry path, building better processes, knowledge databases, and customer experiences. Custom pathways and resources are developed for clients, tailoring their customers’ call experience and desired outcomes.

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Support Levels and Resolution

The support desk team consists of trained, certified and/or credentialed full-time staff, answering support phone calls, emails, and inquiries. All contacts and issues are immediately logged into a central support database, triaging each according to defined escalation criteria. Application and technology support issues are remedied remotely using telephone, email, chat, and remote access technologies.

Quality Assurance Throughout

Quality Assurance certainly applies to our service delivery and customer satisfaction, but it goes even further. Analytics are gathered, organized, and reviewed to improve our processes and inform clients of recurring issues they may choose to address internally. Talon QA provides connections throughout the service process with all stakeholders, building trust, integrity, and excellence.

IMPLEMENTATION PLAN DYNAMICS

Talon invests in the onboarding and transition process, working thoughtfully with clients to build out the client service team, the processes to be followed, and the supporting tools. Together, we customize each step, communicating all along the way.

Kick Off
  • Define High-level plan with client
  • Identify Client subject matter experts (SME’s)
Knowledge Base Gathering
  • Gather existing knowledge base artcles
  • Develop “Gap” articles based on top call types
  • Work with Client SME’s to confirm/define problem resolutions processes
  • Expect 2-4 hours per SME for knowledge transfer and resolution review

Develop Agent Training Materials

Train Agent using Talon 3 step process

Test processes and workflows

Set Go-live Date

Deliver Services