From Your Sales Team
A “Behind-the-Scenes” View of Responding to Our Customer’s Needs

A "BEHIND-THE-SCENES" VIEW OF RESPONDING TO OUR CUSTOMER'S NEEDS
by Cheri Lane and the “TOP 10 SWEET-BILLING TIPS” by Karla Hageman

In the world of software customer support, a high queue (the system that logs calls needing returned for technical support) is not a good thing. Software customers do not like having to wait long to have their questions answered, and software support staff wants to resolve their customers’ issues accurately and quickly. However, these ideals are not always easy to attain, especially when events occur that are beyond the customer’s and support staff’s control, such as new mandated regulations or changes to the “normal” way of doing things.

Ortivus places a very high priority on customer service, and even in situations such as the recent carrier changes and the resulting questions and software issues it raised, Ortivus considers every possible avenue to maintain their goal of excellent customer service.

Here’s a little “behind-the-scenes” view of the measures that Ortivus took recently to respond to their customers’ needs.

When the Director of Support Services spends a good portion of business hours taking calls out of the queue, there is already awareness among Ortivus employees that our support team is taking every measure within their departmental means to respond to our customers’ support needs. However, when other departmental heads begin getting involved and deadlines and normal priorities are put on hold to attend to our customers’ needs, an all encompassing Ortivus team spirit and customer service emphasis rises up and somehow, involves nearly every employee at every level of the company. What does this look like? Something like this….

Employees who have a good working knowledge of our software programs are recruited to help the support team respond to customer support calls, regardless of whether they are from the sales department, marketing department or administration staff. Employees who have had experience working with administrative tasks associated with the support department (such as entering in support tickets into the support queue) are recruited. Employees that may be part-time in the support department are asked to dedicate more hours to support. Other employees that may not have the working knowledge of Ortivus software are asked to fill in and help with the tasks of those employees who do. In short, Ortivus’ dedication to putting our customers’ needs first rises to the top of everyone’s priorities.

The take-away message for our customers is that Ortivus doesn’t just “talk the talk,” (or just promise things that sound good), but rather, they are committed to walking it. This doesn’t mean that Ortivus meets every customer’s ideal 100 percent of the time, but our customers can have the assurance that it is our aim! We pull together, modify “company processes” to meet customers’ needs, and most importantly, listen to our customers to provide the best customer support and services in our industry.

1. Ctlr J = brings up the last patient or call that you were in
2. Ctrl F3 = takes you from call screen directly to patient on call
3. ISP update on the website, remember to update this monthly
4. Level of care code allows you to track ALS, BLS, Wheelchair, etc. instead of using a call type or stat
5. Reports can be printed to file and exported to multiple formats, such as CSV
6. Within the Batch Credits screen, you can write-off a group of calls that fall in user-defined filters; we ask that you have support tech help you the first time
7. Bill each call as if it were Medicare; you will then have all your key fields answered and will keep you out of the courtroom!
8. Printing the Notice Auth from Sweet – There have been a few instances where services were completely unaware that they had the ability to print a Notice Authorization Form from Sweet. The wording that we use on the form has been approved by PWW, therefore, legally accurate as well.
9. Event History –find out when a call was billed, what batch it was billed with, and even the form used to bill it – a very useful tool!
10. Printing a PCR from Billing and Checking the fields the didn’t answer – In Field Info tab they can print the PCR, Pt Acknowledgement, as well as the fields the Crew did not answer that were set to Prompt or Required.