Product Customer Support

Your staff can access online help around the clock or contact a customer support team member with a quick phone call. Our support teams are comprised of experienced, trained professionals who are dedicated to helping you as quickly and effectively as possible.

Our state-of-the-art call center offers:

• Automated call tracking software and telephone system
• Access to qualified support analysis on the first call
• Automated escalation procedures
• Expanded 12-hour support window
• Extended 24x5/weekend service
• Support contact by phone, fax and email

A team of qualified analysts is available to answer questions or resolve problems. The tasks they perform are described below.

Front-Line Support

• Solves or triages each call and determines an action plan
• Assigns a reference number to every call
• Taps an online knowledge base of common support solutions
• Consults a log of similar inquiries

Back-Line Support

• Researches and troubleshoots open inquiries
• Obtains assistance as needed
• Develops knowledge documents
• Develops skills in HME, HHA, Home IV or ECS

Service Desk

• Provides information to customers regarding the status of open inquiries
• Handles routing of requests to appropriate resources in order to meet your needs
• Obtains all of the necessary information and samples for form changes

IT Customer Support

From directly resolving any common issues that might arise to initiating a project requiring the expertise of our team of engineers, our customer support team of analysts functions as a single point of contact for any of your needs. Similarly, we enable your continued success by providing 24x7 support options. Whatever the problem, our support staff is ready to help.

Our expertise includes:

• Front-Line Support – Our staff is able to diagnose and resolve a number of issues for our hosted customers. These include problems related to connectivity, remote access, application errors and more. Through expeditious handling of these issues, we minimize any downtime you may experience.
• After-Hours Support and a Single Point of Contact – Our after-hours support ensures that we are available whenever you have a question. Likewise, using a single point of contact makes it easy for you to reach us at any time and allows us to provide the assistance you need in the most efficient way possible.
• User Account Maintenance – At CareCentric®, we manage the creation, modification and removal of hosted customers' user accounts. By having CareCentric provide access only to those who need it, you can be comfortable that your information is secure. Also, outsourcing this function to CareCentric saves you the time and cost associated with managing this process in-house.
• Knowledge Documents – We create and maintain knowledge documents for training and educational purposes. Using these documents standardizes our processes and procedures and reduces the time and effort required to address issues that arise.