Support for a healthcare product splits three ways: the employer or health plan that bought it, the provider partners who use it, and the people it was bought for. We fill the non-clinical seats on those queues, working your macros inside your helpdesk.
Get a scope and quote ↗This is the first thing to settle, because it changes what the role can be and what your own reviewers need to sign off.
| The seat covers | Stays with your team | |
|---|---|---|
| Product | Access, onboarding, navigation, troubleshooting, account setup | Anything requiring a clinician |
| Employer and plan clients | Eligibility file questions, reporting requests, launch coordination | Contract and renewal conversations |
| Provider partners | Scheduling, portal access, document chasing, status updates | Clinical escalation and care decisions |
| Advice | None. Triage and route | All clinical guidance, without exception |
| Records | A scope conversation before the brief, not after | Whatever your review says must stay in-house |
Where a queue would put the seat in front of patient records, raise it with us before the brief. It changes the role, and it is a question we work through with you rather than one either side should assume the answer to.
A contact-centre vendor gives you a queue, a supervisor and a service level, and staffs it however it needs to. Agents rotate, and the ones who learn your product are not necessarily the ones on it next quarter.
A staffed seat is one named person who works only your account, on your helpdesk, under your quality bar and your escalation rules. In support the second year of somebody knowing your edge cases is worth more than the first, and that only accrues if the person stays.
The trade is that you do the managing, and there is no service level in the agreement to fall back on.
One monthly fee for the seat, on a six-month minimum, and either side can end it after that with 60 days’ notice. The healthcare page has the rest of it.
Send the helpdesk, the coverage window and where the clinical line falls. You will get a shortlist within days.
Start a brief →