Empowering powerful connections
As the state of healthcare evolves, patients have more and more options to participate in their care. Patient portals offer on‑demand access to health information. Telehealth use is growing. Help patients make the most of these lines of communication with our ready‑to‑help support team.
Solutions
The value of responsive support
Reinforce your reputation as a responsive care provider with real‑time, bilingual (English and Spanish) 24x7x365 support through phone and online channels.
Grow patient portal use with expert guidance on enhancements that address identified usage trends and encourage user self‑sufficiency.
Our experts provide assistance with activating and using patient portal accounts and functions such as:
- scheduling
- billing
- accessing test results
- sending messages
- password resets
- proxy/guarantor authentication
Our HDI‑certified experts empower patients to connect with their care team and monitor their health. Our inbound and outbound help desk call solutions can field incoming questions or proactively contact patients to ensure they’re ready for their in‑person, telephone or virtual encounter. Patients experience responsive pre- and post‑appointment assistance with:
- questionnaires
- remote point‑of‑care devices
- follow‑up protocol
- telehealth applications
- telehealth devices
- telehealth audio and video tests
- appointment check‑ins
- initiation of telehealth encounters
Features & benefits
Equipped for first-rate service
Our team delivers an aggregate 95% first‑call resolution rate, a call abandon rate under 5%, call acknowledgment in under 60 seconds, and email acknowledgment in under two hours.
Our resources draw on their comprehensive patient portal training, over three years of support experience and HDI‑certification to provide valuable assistance. Patients trying to access portal content, use telehealth capabilities, or set up remote patient devices, etc., to get help quickly.
Video testimonial
Nuance Service Desk for MyChart improves patient engagement
Stephanie Lahr, MD, CHCIO, CIO, and CMIO at Monument Health (formerly Regional Health) explains how Nuance Service Desk for MyChart provides real‑time support to patient portal users. She shares the value in maintaining the service indefinitely.
Career opportunities
Join our team
Are you passionate about making the EHR work to its finest? If you are ready to join a dynamic team and value delivering excellent customer outcomes, explore what Nuance has to offer.