Healthcare Technology & Customer Support

When I joined iMDsoft , a tech company developing Clinical Information Systems for ICUs, back in 2003 as a young implementation team member, little did I know how this entry position would pave my career path for years. My first encounter with the Healthcare industry left such a strong impression, leading me to work for additional tech companies engaged in Healthcare, such as Dario , MobileODT , AIVF , and the Assuta Medical Centers where I worked for five years.

As I built and led the Customer Service of the companies I worked for, I realized that the healthcare industry has unique characteristics that motivate and intrigue me. In this article, I'll strive to specify what makes the healthcare industry unique regarding customer service and customer success.

In the fast-paced world of technology support, there's a common misconception that customer service principles are universal across industries. However, after years of experience in healthcare technology support, I've learned that healthcare requires a fundamentally different approach. Here's why the standard playbook needs to be rewritten for healthcare technology support.

1. Life-Critical Stakes change everything

Unlike other industries where downtime might mean lost sales or frustrated users, in healthcare technology, system issues can directly impact patient care and safety. Numerous times I became aware of life-threatening situations related to patient management systems of all kinds that forced me and the teams I worked with to leave everything and focus on solving the problems, no matter the time or the complexity of the issue.

This reality demands:

• Rapid response protocols that prioritize patient-facing systems
• 24/7 support availability with clinical context understanding
• Escalation paths that account for various medical scenarios
• Backup systems and contingency planning for every critical function
• Highly trained and professional team members
• Empathy (when a healthcare provider calls you in the middle of the night, remembering why he needs you right now helps with the frustration that comes with sleepless nights)

2. Regulatory Compliance Isn't Optional

Healthcare technology support teams must navigate a complex set of regulations:

• HIPAA compliance in every interaction and documentation
• FDA requirements for medical device software
• International data protection standards
• State-specific healthcare regulations
• Audit trail requirements for all support activities

This means support teams need specialized training and protocols that go far beyond standard technical knowledge to avoid severe implications for the company and its customers.

3. Multiple Stakeholder Management

In healthcare, a single support ticket often involves multiple stakeholders:

• Clinical staff - Physicians, nurses, therapists
• IT departments and Medical Device Engineers
• Compliance officers
• Administrative personnel
• Third-party integration partners

Each stakeholder speaks their own "language" and has distinct priorities. Support teams must be fluent in all these dialects and nuances and able to balance and prioritize competing needs.

4. The Clinical Workflow Challenge

Healthcare technology support requires intimate knowledge of clinical workflows. The workflow of an ICU and dramatically different than the one of an Oncology, Dialysis, or Fertility clinic. Support teams must understand:

• How different departments interact
• How the systems integrate with the workflows of the unit
• The impact of changes during different shifts
• Patient care priorities and scheduling
• Emergency protocols and procedures
• Integration with existing medical systems

5. Privacy and Security: Beyond Standard Protocols

• Healthcare technology support requires extraordinary attention to privacy:
• Protected Health Information (PHI) handling procedures
• Secure communication channels for support
• Documentation standards that protect patient privacy
• Access control and authentication protocols
• Incident response and reporting plans for potential breaches

6. Unique Training and Certification Requirements

Beyond the typical training that covers the product and support workflows, Support team members often need:

• HIPAA certification
• Medical terminology training
• Clinical workflow understanding
• Industry-specific compliance training
• Regular updates on healthcare regulations

7. The Human Element: Supporting Those Who Save Lives

• Healthcare professionals often work under intense pressure. Support teams must:
• Understand the emotional context of healthcare work
• Provide empathetic support during stressful situations
• Recognize when issues are affecting patient care
• Adapt communication styles for different medical roles
• Account for the 24/7 nature of healthcare operations

In my next article, I will dig deeper into the Best practices of highly successful service providers.

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