MDS Medical: The PrimeSuite Support Difference
MDS Medical is the nation’s leading partner of the Greenway Prime Suite system. We provide Prime Suite support to hundreds of organizations nationally, ranging from single provider offices to regional health systems.
We have three core tenets to our Prime Suite support model:
- MDS treats each support case with a sense of urgency. When you call us, your questions are handled by our seasoned Prime Suite team. We know rapid resolution of your support issues plays a key role in your overall operations. The efficiency of your practice, ability to transition to value-based care, patient care and satisfaction, and user satisfaction of Prime Suite is highly reliant on smooth functioning of your integrated technologies. Our Prime Suite support team answers 99% of calls in under 20 seconds.
- MDS delivers “white glove” support. You can rely on us to help you work through day-to-day issues that may arise with your Prime Suite system. We’re not just your vendor. Our team gets to know you, your goals and challenges, serving as an extension of your staff.
- MDS is your single point of contact. Oftentimes, your “Prime Suite” support issue may be traced to a hardware, internet, or hosting problem. Sometimes users just need more training. For these reasons, MDS and our Marketplace partners offer end-to-end complementary services and solutions that extend our application 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
With MDS, you won’t trudge through repeated failed troubleshooting attempts with Tier 1 support before getting to the “real” person who can help you resolve your issue.
MDS Medical’s Greenway Prime Suite Support
- 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: MDS hires only the best and brightest employees, usually with a minimum of five years of Greenway 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 Consultant, reducing the time it takes you to get back on track.
Greenway Prime Suite Support Subscription: mdsHELPDESK+
If you are seeking white-glove Prime Suite support, MDS can help! Our mdsHELPDESK+ program includes a comprehensive support and training solution.
- Unlimited technical remote (phone) support for all Greenway Prime Suite related application issues.
INCLUDES all of the benefits of mdsTRAINING+!
- Unlimited pre-scheduled, one-on-one 2 hour web training sessions with an experienced Prime Suite consultant
- Unlimited 24/7 access to a robust video library of Prime Suite training videos for new staff and advanced training for existing staff
- 99% of Prime Suite support calls are answered by an experienced Prime Suite consultant (not a Tier 1 representative) within 20 seconds
- Discounted MDS customer rates for onsite training and consulting
Request Information on Prime Suite Support
If you have questions or would like information or pricing for Prime Suite support services in your practice, please complete the form below or call us at 1-800-494-3188 and we’ll get you the info you need right away!