Tier 2 Support
Tier 2 support focuses on assisting with issues that local administrators cannot resolve and providing advice for design and configuration. This service requires dedicated resource(s) on the client side to act as a liaison with the end-users. The intention is to provide the client liaison with assistance when needed, but also to have basic issues or questions handled by the local team. This service includes the following areas of support:
- Functional Assistance – providing answers to functional questions posed by the client liaison including design guidance and configuration assistance.
- Dictionary Maintenance and Administration – assistance with any required effort needed to keep the dictionaries up to date. This may include activities such as user account creation, pharmacy dictionary updates, and charge code dictionary updates. It is required that the client liaison supplies appropriate information to complete the effort and is the responsibility of the client liaison to schedule and plan updates.
- Issue Resolution – triage, investigation, and resolution to logged issues when possible. If a reported issue cannot be resolved by the Galen staff and requires vendor intervention, Galen will enter the issue and supply all necessary information needed to explain the problem. We will assign the client liaison as the case owner and can assist with the resolution process if needed.
The Galen go-live support team is focused on providing elbow-to-elbow support for physicians, other care providers, and non-clinical staff during your organization’s go-live.
As part of go-live support, we ensure functional mentoring as a part of the effort to assist with seamless transitioning of consulting duties to your organization’s staff.