Does A Self Service Knowledge Base Work At A Hospital System

Self-Service Ticketing Systems

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At present that you've been introduced to the world of Health Information technology and the of import role played past electronic health records (EHRs), we'll focus on other technologies that play a role in maintaining ongoing operations in healthcare. Telemedicine, patient portals, barcode scanners, printers, and medical devices are merely some of the technologies that impact providers and patients. As an IT support specialist, you'll be asked to troubleshoot issues with a wide variety of tools. You'll see a scenario with a medical device installation where issues related to IP addresses, networking, and MAC addresses come up upward. When there are disruptions in technology, you'll need to use training, tip sheets, and trouble-solving skills to make up one's mind how all-time to handle the state of affairs. Supporting a high reliability system means being familiar with the existing processes and protocols for handling calls, creating tickets, escalating issues, and resolving matters. We'll introduce you lot to the concept of cocky-service tickets and the guidance given to infirmary staff on how to submit a ticket. You'll learn nigh the different priority levels for tickets besides as the tiers of IT support. When a call comes in, there are some important resources you'll need to access in club to troubleshoot the trouble. These can range from standard question templates to tip sheets to complex matrices and knowledge base articles (KBAs). Having these tools in your arsenal is essential as a Health It back up specialist. Nosotros'll besides cover the JIRA process, the need for excellent documentation, and ways in which requests for change are communicated.

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From the lesson

Operational Needs in Health Information technology

There are many different operational needs in Health IT. In your future chore, yous may be helping to troubleshoot a network outage that takes place during implementation of an Electronic Health Record (EHR) at a hospital. Maybe in that location'south a dashboard in the command center that is non working. At that place could exist patient safety issues arising from a recent flood in the basement of an ambulatory surgical centre. Regardless of where you work in Wellness Information technology support, concepts like self-service tickets, priority levels, tiered support and various help desk resource will play a office. In this module, you'll sentinel a demo of the steps taken by the provider when initially submitting a self-service ticket. We'll too cover situations where a self-service ticket shouldn't be submitted because of the criticality or severity of the issue. Exist residual assured that in add-on to relying on your training and strong trouble-solving skills, there will be other resources at your disposal when you begin working in Health IT Back up. Examples include a standard list of questions to enquire when on a help desk call, troubleshooting documents, tip sheets and cognition base of operations manufactures. Help desks tin't script every single scenario that's encountered. But especially when you first start in a new part, having a list of standard questions that might exist appropriate regardless of the call type is useful. Information technology won't have you long to recall that at the start of each interaction you lot need to ostend the caller'south full proper name, their user ID, and a reliable phone call back number. You'll besides become savvy in eliciting data about when the problem started and whether it can be reproduced. Over time, you lot'll get better at distinguishing between software versus hardware issues and having a clear escalation path if It'sit's not something you can resolve. It will accept fourth dimension however to gain comfort in knowing when an event is more of an enterprise-wide problem with other sites being involved rather than just something impacting a single user. At that place will likewise be times when all your resources don't help you with the correct reply. This is where teamwork, communication, and documentation are key in helping to become a Health It issue resolved. At the finish of this module, you'll larn about the role patient wristbands and barcode scanning in healthcare. We'll cover some of the ways in which issues can arise that may lead to an employee contacting the assistance desk. Nosotros'll wrap up with a lesson on the many uses of printers in healthcare, such as printing of specimen labels earlier a lab depict, medical records for a nursing home, prescriptions for a patient, disability forms for a physical therapist, or discharge instructions earlier a patient leaves the hospital. When yous receive a call from a clinician or healthcare staff member regarding a problem with printing it tin be tough to pinpoint what the exact upshot is. We'll get through a systematic approach that can y'all help you in isolating whether information technology's an result with the printer itself, the computer, network, or the awarding.