How Iris Telehealth’s IT Team Leverages Technical Expertise and Care to Support Providers and Daily Operations

How Iris Telehealth’s IT Team Leverages Technical Expertise and Care to Support Providers and Daily Operations

Each day in IT is different, especially at Iris Telehealth where our team is responsible for supporting both clinicians and corporate team members. Their care and personability, alongside their in-depth technical expertise, sets them apart and creates exceptional experiences for the clinical and corporate sides of the house.

In this piece, we’ll take a look at some of the key duties and workflows our IT team puts in place to support our mission of creating a better world through healthy minds.

The mission of the IT team

Our IT team is multifaced. Through clinician support, IT creates reliability and confidence that providers will always have someone to turn to for technical support. In turn, our partners and their patients can depend on uninterrupted care and support.

For our Iris team members, this team supports workflows, efficiencies, and makes sure they have what they need to support our partners and clinicians. 

Adam Monsen, Director of IT Services at Iris Telehealth

When we provide support, we all try to have that same positive attitude, knowing that what we’re doing is bigger than ourselves – it’s the whole realm of psychiatry and patient care. That’s why we always try to provide the best service and never try to complain about anything. Anytime someone comes and gives us any specific problems or tickets, we’re happy to help.

The IT team works 24/7 to support our services. For example, for Iris’s On-Demand Services line, providers may need assistance at all hours of the night and into the early morning. Our IT team is there to answer the call and make sure they have the support they need to keep seeing patients.

On a daily basis, this team is communicating with team members, assisting with tickets, and setting up orientations for providers and new corporate employees. They’re also helping build laptops for new team members and sending out emergency laptops when needed.

They’re also consistently monitoring security, doing regular health checks, and making sure everyone can do their jobs efficiently. Additionally, this team is also looking at the various licenses our team’s leverage to ensure they’re being utilized efficiently and look at ways to cut costs.

Over the last few years, this team has saved the company significant spending costs by cutting licenses and transiting into different software and merging applications. This consistent monitoring helps ensure the most efficient workflows and the best outcomes for our teams.

Top notch support for providers and organizations

One of the primary goals of the IT team is to set our providers up for success and ensure they know they have someone to rely on whenever they have a technical challenge. For Iris providers, the goal is to support their technical needs so they can focus on what they do best – providing high-quality patient care.

Regardless of how tech savvy a provider may be, the IT team views it as their job to make the provider feel comfortable. That’s why, during the resolution process, the IT team makes sure to give updates on progress to help ease the provider’s minds and allow them to continue doing their work without worry of a lingering technical problem.

Dr. Jean Oelschlager, Iris Telehealth Provider

I was texting the IT team early in the morning, ‘This isn’t working, and I have patients starting at this time. I need help right away.’ Then, within minutes I was getting help. That’s been consistent because it’s happened several times.

I’m not a tech guru by any means, and that’s probably my greatest anxiety is wondering, ‘What’s going to happen with the computer? Or, is there going to be some upgrade or downgrade?’ The IT staff have been wonderful.

On the partner side, our IT team ensure Iris providers have minimal downtime. For example, if a provider is encountering technical challenges with their laptop that can’t be solved with extensive troubleshooting, they quickly build a new laptop and send it to the provider overnight.

Adam Monsen, Director of IT Services at Iris Telehealth

I feel that we are one of the best IT teams, not just in psychiatry, but in general. That’s because we are so quick to respond, attentive, and caring. We encourage people to send in a ticket. We want them to feel that we’re their friend, we’re here for them no matter what. That’s it. I think that’s the huge benefit to our IT team.

This level of support also takes the pressure off our partner’s shoulders. They can rely on our team to ensure our providers have the technical support they need, without tying up their in-house IT department.

Measurements of success

Most recently, the IT team was required to onboard two large groups of providers at one time. This process required coordination, laptop builds, answering calls, and managing a large surge of provider orientations. They handled everything seamlessly and our providers were able to get going without technical hang-ups.

Here are a few of their accomplishments over the last year:

  • 3,000 tickets resolved
  • Over 180 laptops built and replaced
  • 99% satisfaction rate among Iris providers and team members

Additionally, this team maintains a 95-percentile rate for Service Level Agreement (SLA). That means if there are 500 tickets in a month, only 3-4% of tickets in responding or resolving quickly were violated. The remaining are answered or receive a response within the hour. 

Learn more about our support pillars

If you’d like to learn more about the technical side of implementing telehealth into your organization, contact us today.

Additionally, if you’d like to learn more about the support our teams provide, you can view additional spotlights here:

At Iris, we’re proud to collaborate with our partners to help them succeed and be prepared for any challenges they may face in their day-to-day operations.

We want to hear from you. Seriously.

Whether you are a health organization looking to expand your telepsychiatry services or a prospective clinician who wants to join the team, we’d love to talk!