The Evolution of the EHR Service Desk and Leveraging an Outside Provider

In exploring the evolution of the EHR service desk, Dan O'Connor, VP of Service Desk Delivery at HCTec, emphasizes the importance of customer care beyond issue resolution. Collaborating with Audrius Polikaitis, CIO at UI Health, they highlight the transition to a unified service desk approach, particularly for EPIC EHR support. Partnering with HCTec since 2019, UI Health seeks improved quality and cost efficiency. Despite challenges like the COVID-19 pandemic, they adapt, integrating AI to enhance service desk operations. While AI holds promise, both stress the irreplaceable role of human empathy in customer interactions. Regular meetings and knowledge sharing further refine service delivery, ensuring patient-centric care remains paramount.