Taking Clinician Support to the Next Level

When clinicians call the Stoltenberg Tier 1+ Service Desk, they are immediately paired with clinically consultative service desk analysts, and oftentimes an actual RN analyst, matched to the specific hospital and EHR system. During each interaction an analyst makes sure to thoroughly listen to the clinician request to properly analyze, fully resolve, and document the ticket. But, that's just the beginning.

The Stoltenberg Difference

For each clinician, Stoltenberg's Tier 1+ Service Desk analysts create individualized step-by-step instructions sheets, catered to the specific end user. If the issue is an end-user knowledge transfer opportunity, the analyst delivers on-demand specialized educational material immediately. Perhaps a hospital physician needs help with EpicCare ClinDoc for example. She would dial the Stoltenberg physician concierge line where she is rapidly connected with an Epic service desk analyst. The analyst would walk her through a step-by-step tutorial including how-to screenshot documentation, staying on the line to ensure the problem is fully resolved. The customized how-to instructions are then available to the physician, if needed in the future. This attention to detail is not limited to our IT Service Desk. It spans our entire spectrum of EHR consulting work. But, don't just take our word for it. See real clinician feedback below:

"I had to reach out to you to compliment one of your staff members. I had been trying for two years to get a change completed in the system. I finally decided to reach out and call the service desk this morning and was fortunate to be assisted by Curtis S. He was not only helpful in getting my problem headed in the right direction, but his kind demeanor and positive attitude made my day. In a time of distancing and disconnection, one wouldn't think a task needing to be resolved with IT would be such a pleasant one."

—Clinical Educator II feedback during COVID-19 support

"I would like to take this opportunity to thank your great Rapid Response IT Team, who have been extremely helpful and patient with my IT issues! Since last Monday last week or so, my Cerner application would lock me out in the morning and on occasion in the afternoon if I would go and get some lunch. Cerner was so important in the last two weeks for my work because the Patient Care Navigators were part of the Convalescent Plasma Donor project— primarily in the recruitment and screening of potential plasma donors who had recovered from the COVID-19 virus and then in the follow-up. Cerner was needed for this project, but attempting to open up Cerner failed, and it locked me out again!

Bruno was very patient listening to the description of my situation in excruciating detail. He then step-by-step guided my actions onto the keyboard. He told me what I had to do, and it worked! To my amazement and surprise, I could re-log into Cerner without a glitch, without getting locked out and without having to reset my password again. I wanted to let you know that you have an amazing team!"

—Patient Care Navigator feedback

"Just wanted to acknowledge all the hard work, planning and execution you performed for the clinicals upgrade. I've been in radiology for almost 30 years and have to tell you that I'm super impressed with the attention to detail you put into the upgrade planning. From the start when the testing began, through the planning weekly conference calls, to the execution of the upgrade last night, you've put your heart into ensuring that all bases were covered, that everyone possible was notified, and that every possible scenario was thought out to the fullest degree.

You honestly worked your tail off and it shows. You coordinated so many intricate details and left nothing to chance. Through it all, you were cheerful, polite, open to questions and concerns, and you really made everyone feel that no question was too stupid to ask. Bottom line— you rocked it out."

—Hospital Radiologist feedback

"I worked clinically yesterday submitting a few help desk tickets, and I just have to tell you that the Stoltenberg Epic service line worked very well. (And you know how much it takes to impress me). They let me tell them the issue before asking me questions. They looked at my screen and took screenshots, which is a totally different experience than the regular help desk. Kudos. It's totally worthwhile for their service. No joke. They even took multiple tickets on one call— a very efficient process on this end."

—Hospital Physician feedback

Trim IT Support Costs TodayElevate Rapid Clinician Support

To learn how Stoltenberg’s 2020 Best in KLAS FlexSourcing IT support program can immediately elevate the clinician experience, or to hear directly from a current health system, contact our executive team today.