How do I know if my EHR help desk is any good?

By: Engage

Help desks and service centers are rich with data, especially for health systems. With all of that data to consider for your providers and staff, how can you establish benchmarks and know whether your providers and staff are getting the system support you paid for? And how will you know if your EHR analysts are able to focus on the complex innovative projects you need in order to grow your organization?

Reliable, rapid support is critically important to helping providers and staff to continue delivering high quality care.  With dependable 24/7 access to healthcare and EHR experts, providers can focus on patient care and spend less time on solving technology issues.

Let’s take a look at some key performance metrics and determine what they should be to make your health system successful.

Net First Contact Resolution (FCR)

If you want to look at only one number to measure your Service Center’s success, it should be the Net FCR.

Net FCR considers every single issue in scope and indicates how frequently your Tier 1 Support has helped the provider during their initial call. Having a high Net FCR correlates with high physician satisfaction and happy EHR system analysts.  With timely issue resolution providers will have fewer work disruptions and can continue to focus on delivering high quality care.

Additionally, high FCR and correct incident routing will benefit your analyst team.  With fewer total incidents to resolve and less time spent clarifying requests and rerouting incidents between teams, analysts can complete their maintenance work more quickly, crediting time, money, and energy back to the transformative projects that are critical to your organization.

Tegria’s Service Center has an average Net FCR score of 95%. For health systems to have engaged physicians and productive IT analysts, Net FCR rates should be above 90%.

We created a calculator that approximates potential IT cost savings as Net FCR increases. Here it is with generic sample data in it.  It helps tell the story and pay for a quality Tier 1 provider!

Wait times

Do your providers and staff complain that they cannot wait on hold to get the help and support they need? If your Service Center wait times are greater than one minute, you are probably dealing with many unhappy providers and end users. Lower wait times enable providers and staff to quickly return to their work. This improves overall productivity, knowledge, experience, and confidence,— which leads to more time focused on delivering care to patients.

On average, Tegria’s providers are waiting less than one minute to speak to our agents.

So, how does your help desk stack up?  Are your providers complaining about the wait and giving up?

Provider Efficiency and Experience

Providers are spending increasingly more time troubleshooting and training on technology and thus less time delivering care to the patient.  Are your providers telling you they spend excessive time teaching patients how to use telehealth technology?  This leads to less time for actual patient care and fewer patients seen in per day.

Tegria’s Service Center performs proactive telehealth outreach to patients via scheduled video visits.  They also offer troubleshooting services to ensure that patients can seamlessly access their health organization. On average, we are saving about five minutes per video visit and increasing provider capacity by thirty-three percent.


If you are struggling with low provider satisfaction and related unhappiness in your application management team, the Tegria Service Center can help. We’ll provide you with quick, reliable support, for rapid resolution of provider and staff issues. Contact us using the form on the right to see how we deliver better service and experiences to your organization.

Contact Us!

For more information on Engage services, call us at (509) 232-8301.