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UMTRC - You can lead a horse to water, but what if they don't know how to drink?: Customer Technical Support in Virtual Care
Ally Hunter, Virtual Care Consultant for Henry Ford Health System and recently joined the Virtual Care team back in April 2020. She serves as a strategic advisor and partner to project champions, driving implementation efforts and supporting adoption efforts.

With telemedicine becoming a standard offering to patients, customer technical support is vital to the long-term adoption and success of virtual visits. Digital literacy levels vary among our customers. This spectrum of technology knowledge and comfortability impacts both the patient/caregiver and provider experience with virtual care.

3 Learning Objectives:
1. Introduction to technical customer communication/education/support
2. Provide a strategy template and considerations for customer technical support (both inbound/outbound)
3. Provide real life customer support journey through the eyes of an integrated Health System; overview of where we have been, where we are now, and where we're going

Sep 29, 2021 12:00 PM in Indiana (East)

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