24/7 Technical Support
At MDS Medical, we treat each support case with a sense of urgency. Your questions are always handled by our seasoned healthcare implementation and training team. The timely resolution of your Greenway Prime Suite support issues plays a key role in return-on-investment, efficiency of your practice, and physician and staff satisfaction with the system.
We provide at-the elbow support – meaning you can rely on us to help you work through day-to-day issues that may arise with your Prime Suite system. We also offer managed IT support (hardware, equipment, servers, networking) and Prime Suite Hosting in conjunction with our Greenway software support services.
Very thankful for Alescia and her patience!! She resolves our issues very quickly. Love the fast return calls and quick resolution of issues.
– Plastic Surgical Associates of Johnstown
Unlike many other Health IT companies, you won’t trudge through repeated failed troubleshooting attempts with Tier 1 or offshore support before getting to the “real” person who can help you resolve your issue.
MDS Medical’s Greenway Prime Suite Support Team
- Guaranteed response times: Issues are addressed and resolved according to our Service Level Agreement that identifies the severity and guaranteed response time of the issue.
- Unlimited, flat-fee support: Unlimited access and support for any application support, clearinghouse problem, or billing issue that may arise.
- 24/7 emergency support: After hours number to call for emergency issues.
- Experienced Prime Suite support: The rapid growth of the health IT industry resulted in many EMR companies hiring inexperienced training and support staff. MDS remains committed to hiring only the best and brightest employees, usually with a minimum of five years of EHR training and support experience. We don’t utilize a call center environment for support questions. Instead, your questions are directed immediately to an experienced Greenway Implementation Consultant, reducing the time it takes you to get back on track.
- Medical IT Support (optional, but recommended): Your EMR software performance is only as good as your hardware vendor. When users complain about system performance, connectivity problems, printer errors, and related hardware issues, it is important that they understand your Greenway system. Unfortunately, most third-party IT groups don’t have enough experience with Greenway in order to make reliable recommendations. As a result, you may not achieve the maximum possible performance from your investment in Prime Suite. MDS offers Prime Suite customers 24/7 hardware support that can help ensure your systems are running smoothly.
Talk to Us!
Call 1-800-494-3188 to speak with someone right away, or complete the form below. Thank you!