Upcoming Event
UMTRC - You can lead a horse to water, but what if they don't know how to drink?: Customer Technical Support in Virtual Care
Speaker:
Ally Hunter is a Virtual Care Consultant for Henry Ford Health System and recently joined the Virtual Care team back in April 2020. She serves as a strategic advisor and partner to project champions, driving implementation efforts and supporting adoption efforts. Prior to joining Henry Ford Health System, she spent over 5 years working in patient advocacy at the Lupus Foundation of America, North Carolina Chapter. There she was responsible for developing, managing and evaluating the organization's patient services - providing resources and assistance navigating a Lupus diagnosis. She began her career in client services consulting at Weber Associates out of Columbus, Ohio, with a focus on front-line support and field sales strategy. Ally graduated from Miami University in Oxford, Ohio with a Bachelor of Arts in strategic communication and a minor in entrepreneurship.
Description:
With telemedicine becoming a standard offering to patients, customer technical support is vital to the long-term adoption and success of virtual visits. Digital literacy levels vary among our customers. This spectrum of technology knowledge and comfortability impacts both the patient/caregiver and provider experience with virtual care. In order to maintain and increase adoption, ensuring customers are adequately informed, prepared for and supported in conducting the appointment is critical. A comprehensive strategy should include proactive (outreach to assist the patient in being fully set-up pre-appointment) and reactive support tactics (patient calls health system to receive real-time technological customer support).
3 Learning Objectives:
1. Introduction to technical customer communication/education/support
2. Provide a strategy template and considerations for customer technical support (both inbound/outbound)
3. Provide real life customer support journey through the eyes of an integrated Health System; overview of where we have been, where we are now, and where we're going