From implementation and beyond: Customer support in home health and hospice
In the dynamic world of healthcare, efficient and reliable customer support is crucial for the seamless operation of clinical and billing processes. At MatrixCare, we recognize that over 50% of our support calls are training-related, which has driven our investment in additional education materials and faster ways to get answers to your questions.
We understand the importance of empowering our customers to navigate their electronic health records (EHR) system with confidence and expertise. That’s why MatrixCare customers start receiving support the day they sign. We provide a personalized experience, starting with a dedicated implementation team like no other.
EHR implementation is a group effort
Your dedicated implementation team — comprised of experienced agency clinicians, certified CHAP consultants and financial consultants with years of industry specific expertise in billing and revenue cycle management — customizes an onboarding plan to meet specific and unique customer needs.
Post go-live, a Customer Success Manager is dedicated to each customer post implementation with regular calls to discuss ongoing success and address any challenges, as well as to perform periodic system health checks to ensure optimized operations.
We’ve introduced a range of initiatives designed to enhance knowledge and streamline support, helping to ensure that your agency can focus on improved care, better outcomes, and higher profits at go-live and beyond.
“From that first day, I realized this was the perfect partnership for us.”
–Deborah Wesley, RN, BN, MSN, MHA, CEO, and Vice President of Clinical Services, Addison County Home Health & Hospice
MatrixCare EHR certified partners: Your first line of defense
One of the most impactful initiatives we’ve launched is the MatrixCare EHR Certification program. This free, self-service training offers in-depth knowledge for your employees, allowing them to become certified experts in their EHR system. By investing in the training and certification of your staff, you not only enhance their expertise but also improve the overall efficiency of your agency’s operations.
Certified users are better equipped to utilize the product effectively, quickly resolving issues and troubleshooting problems as they arise. This minimizes downtime and disruptions, helping to ensure that your agency can maintain a high level of productivity and service quality.
The certification covers both clinical and billing modules, providing a comprehensive understanding that empowers your staff to handle a wide range of scenarios independently.
Dedicated survey assistance
In the healthcare industry, regulatory compliance and inspections are a constant reality. MatrixCare offers dedicated survey assistance to support your agency when surveyors walk through the door.
Our certified partners are trained to provide immediate, knowledgeable support, helping to ensure that your agency can navigate surveys smoothly and efficiently. This proactive support helps mitigate any potential issues, demonstrating your commitment to quality and compliance.
“MatrixCare’s customer service works to our schedule and needs, not the other way around.”
–Sarah Thompson, RN, CHPN, CHPCA, Vice President of Hospice Services, Affinis Hospice
Visibility into support cases
Transparency is a cornerstone of effective customer support. With MatrixCare, you gain complete visibility into your support cases from initiation through closure. Our support system is designed to keep you informed at every stage, providing real-time updates and insights into the status of your inquiries.
This level of transparency ensures that you are always aware of the progress being made, allowing you to manage expectations and plan accordingly.
Continuing education
At MatrixCare, our commitment to customer support doesn’t end with implementation. Through continuous improvement and innovation, we strive to provide the best possible support experience, ensuring that your agency can focus on what matters most: delivering exceptional care to your patients.
- Staff new hire and continued education resources
- Community eLearnings and unlimited self-service eLearning access 24/7
- Instructor-led training offerings
- Training Assurance Plus: Customized training to boost team proficiency, dedicated release training, instructor-led individualized options for continued training and consulting
What does great customer service mean to you? Connect with us today to get the full customer experience.
Laurie Walling
Before joining MatrixCare’s professional services team in 2018, Laurie Walling successfully managed key departments within companies ranging from small startups to large publicly traded entities. As Senior Director of Customer Success, where she works with the MatrixCare Customer Success team, she brings proven expertise in project management, professional services, and customer success management.
Laurie’s passion lies within the post-acute care side of the healthcare continuum and is dedicated to partnering with customers to ensure their success throughout their technology journey. During her tenure, MatrixCare’s EHR solution for home health and hospice has been named Best in KLAS across multiple categories for five consecutive years. Laurie’s commitment to providing world-class customer experiences is solidified by the positive feedback received from C-level executives.
See MatrixCare in action
Start by having a call with one of our experts to see our platform in action.
MatrixCare offers industry-leading software solutions. Thousands of facility-based and home-based care organizations trust us to help them improve efficiency and provide exceptional care.
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