Benefits of Help Desk Outsourcing Presented in "An Executive's Guide to the HIT Help Desk," by Stoltenberg Consulting

Compares results and benefits of help desk outsourcing with higher costs of do-it-yourself approach

Feb 18, 2014, 09:02 ET from Stoltenberg Consulting

PITTSBURGH, Feb. 18, 2014 /PRNewswire/ -- A new issue brief that explores the risks to healthcare organizations of an underperforming help desk function along with the benefits of help desk outsourcing is now available from Stoltenberg Consulting, a leading healthcare information technology (HIT) consulting firm.

"An Executive's Guide to the HIT Help Desk" has been developed by Stoltenberg to help healthcare organizations better understand the crucial role a quality, well-functioning help desk plays in influencing users' attitudes, beliefs and values that ultimately impact patient care.

"The help desk is ground zero for the clinicians, staff members, managers and executives who rely on clinical, business and operational systems to deliver patient care," explained Shane Pilcher, Vice President, Stoltenberg Consulting. "If the help desk fumbles attempts to answer users' questions and close knowledge gaps, the image, reputation and credibility of the HIT department will suffer. This can result in the withdrawal of user support from HIT initiatives that marginalize the value and benefit of HIT, or disengages them from using new systems, applications and modules. In healthcare organizations, this cascading negative impact will eventually be felt by patients," he added.

The issue brief also presents the benefits of outsourcing the HIT help desk, examining differentiators such as:

  • U.S.-based support
  • First call resolution
  • Tracking
  • Engagement
  • Training
  • Customization
  • Cost containment

"Outsourcing the help desk function generates myriad benefits, including marked reductions in call volume, call wait times, and abandoned calls, while significantly increasing first call resolution and morale," noted Pilcher.

"An Executive's Guide to the HIT Help Desk" is available for download at Attendees of the upcoming HIMSS14 Conference, Feb. 24 – 27, in Orlando, Fla. can receive copies of the new brief by visiting Stoltenberg's booth, #2465.

About Stoltenberg Consulting

Founded in 1995, Pittsburgh-based Stoltenberg Consulting Inc. creates an environment for success by working with healthcare organizations to provide a variety of services including project management, implementation support and integration between systems. Members of the Stoltenberg Consulting team are consultants with extensive experience in both financial and clinical systems, averaging more than 15 years of direct on-site hospital experience. Stoltenberg Consulting has grown rapidly to serve a client base of more than 200 preeminent healthcare organizations throughout the United States providing services for Siemens (Approved Partner), Epic (Preferred Partner), Cerner, McKesson, Meditech, NextGen, Allscripts and Zynx customers. For more information call 1-888-724-1326 or visit

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SOURCE Stoltenberg Consulting