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Staff IT help line for allied health clinic groups
Answers clinic staff IT questions from the IT guide, logs anything it cannot fix as a ticket with the details the support team needs, and phones the IT manager when a whole clinic cannot work.
Talk to Ava at Riverbend Allied Health
Riverbend Allied Health is made up. Ava is a real agent, set up the way we would set one up for your team. Talk or type and ask what your staff would ask.
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The problem
Reception staff text the practice manager when Cliniko freezes, the practice manager texts the IT manager, and the outside support company gets a ticket that says 'computer broken' with no clinic, device or error message.
How it works
- Takes the problem by Teams, text or phone and gives the documented steps from the IT guide first
- Logs a ticket with the clinic, device, error message word for word and a screenshot
- Sets the priority by who is affected and tells the person their ticket number
- Phones the IT manager and support company straight away when a clinic cannot book or take payments
- Leaves every fix and setting change to the IT team
What it connects to
- Kylie (reception, Carindale)Cliniko won't load on the front desk PC and we have patients waiting.
- AgentHi Kylie, it's Ava. Is it just the front desk PC, or are other computers at Carindale affected too? Please try signing out of Cliniko and back in while you check.
- Kylie (reception, Carindale)The other two PCs are fine. Signing out didn't help.
- AgentThanks. I've logged ticket 4471 as high priority for the front desk PC and sent it to Northside IT Partners, who will call you within 2 hours. Keep booking on the other PCs for now.
Illustrative conversation. Names, numbers and details are made up.
Related examples
More like this one.
Password reset and access requests for allied health clinic groups
Sends staff the right password reset steps, checks the request comes from their own account, and sends every new access request to the manager and IT manager to approve.
Suspicious email reporting for allied health clinic groups
Takes reports of suspicious emails, texts and calls from any clinic, tells staff not to click or pay, logs each one, and phones the IT manager straight away if anyone already clicked.
Device and software licence requests for allied health clinic groups
Takes requests for laptops, headsets, screens and software licences, checks what the person already has in the register, and sends each request to the right approvers with the details attached.
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