New Project: Launch HIPAA Requirement Ready Support Line for 4,100 Physicians

Located in Houston, Memorial Hermann is the largest not-for-profit healthcare system in the Southeast. Memorial Hermann Healthcare System is dedicated to improving quality and patient safety as recognized with the National Quality Forum award in 2009. With Memorial Hermann support center's 23 agents, they continue the quality approach by providing the first line of support for 4,100 affiliated physicians at numerous locations.

Based on ongoing feedback from the growing physician network and the need for a support center that meets HIPAA requirements, Memorial Hermann charged a multidisciplinary team with developing a secure, HIPAA ready and network-compatible physician support line. Dur¬ing their requirements mapping phase, the taskforce determined that in order to launch the support line they would need a solution that could connect securely to offsite and off-network physicians and their offices.

Business Problems

• Required a remote support solution that met HIPAA requirements for sessions
  over the Internet supporting their affiliated physician offices
• Needed intuitive solution that was not complex and did not require
  pre-installation at regional physician offices
• Required a solution to support physician application issues so that techs did
  not have to go on-site

Scope

• 23 support agent servicing 4,100 affiliated physicians at multiple hospitals, clinics, and treatment centers

Results

• Improved physician customer satisfaction scores four consecutive years with
  Bomgar
• Received highest IT customer satisfaction scores company-wide
  for the physician support line by leveraging Bomgar
• Resolved 50% of remote-office physician support calls on the first call
  with Bomgar

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