Using a Help Desk Database Using a Help Desk Database

to Identify Training Issues, Improve Customer Service, to Identify Training Issues, Improve Customer Service, and Increase Office Efficiencyand Increase Office Efficiency

Jennifer West, MPHHealth EducatorVaxTrack Immunization Registry ProgramRiverside County Department of Public HealthRiverside, CA

OverviewOverview

Rationale for a Help Desk databaseRationale for a Help Desk database Screen printsScreen prints Sample reportsSample reports Results of using a Help Desk databaseResults of using a Help Desk database ConclusionsConclusions

Rationale for Help Desk Database Rationale for Help Desk Database

Help Desk receives calls from registry Help Desk receives calls from registry users and parents, initiates calls to new users and parents, initiates calls to new providersproviders

Needed a system for collecting and Needed a system for collecting and analyzing information obtained during analyzing information obtained during phone callsphone calls

Designed as an add-on component of an Designed as an add-on component of an existing Provider Management Databaseexisting Provider Management Database

Provider Database SwitchboardProvider Database Switchboard

Help Desk Data Entry ScreenHelp Desk Data Entry Screen

Data CollectedData Collected

Date of callDate of call Name of person taking the callName of person taking the call Caller’s name and phone numberCaller’s name and phone number Type of call (IZ referral, No sharing Type of call (IZ referral, No sharing

requests, registry technical support)requests, registry technical support) Priority of the callPriority of the call Whether the issue has been resolved, Whether the issue has been resolved,

when, and howwhen, and how

Help Desk Reports MenuHelp Desk Reports Menu

Open Help Desk Call ReportOpen Help Desk Call Report

A “To Do” A “To Do” list for the list for the Help DeskHelp Desk

Ensures Ensures that no user that no user requests requests are lost or are lost or forgottenforgotten

Weekly Calls / Mailings DueWeekly Calls / Mailings Due

Generated Generated by the Help by the Help Desk Desk weeklyweekly

Identifies Identifies clinics that clinics that need phone need phone calls or calls or mailings mailings that weekthat week

Help Desk Calls by CategoryHelp Desk Calls by Category

Subtotals calls Subtotals calls received during a received during a given time period by given time period by category (reason for category (reason for call)call)

Generated by the Generated by the Help Desk monthlyHelp Desk monthly

Used to adjust Used to adjust training curriculum training curriculum as neededas needed

Help Desk Calls by ClinicHelp Desk Calls by Clinic

Subtotals calls Subtotals calls received during a received during a given time period by given time period by clinic nameclinic name

Generated by the Generated by the Help Desk monthlyHelp Desk monthly

Used to identify and Used to identify and respond to training respond to training needs of the indiv. needs of the indiv. clinic or userclinic or user

Clinic Profile Clinic Profile (Used by Health Educators for Provider Mgmt)(Used by Health Educators for Provider Mgmt)

Clinic status Contact info Eligibility Important dates Reminder/Recall FU trng checklist Practitioner list Next FU due date

Clinic ProfileClinic Profile(page 2)(page 2)

User list Computer list Contact log Help Desk log Space for notes

made during calls or site visits

Results of Using Help Desk Results of Using Help Desk DatabaseDatabase Increased office efficiencyIncreased office efficiency

– By producing higher quality data faster By producing higher quality data faster and more easily than is possible using and more easily than is possible using manual Help Desk logsmanual Help Desk logs

» Monthly call summaries take seconds instead Monthly call summaries take seconds instead of hoursof hours

» Able to analyze specific call categories in Able to analyze specific call categories in rather than just number of callsrather than just number of calls

Results of Using Help Desk Results of Using Help Desk DatabaseDatabase Identification of recurring training Identification of recurring training

issuesissues

– Health Educators have made several Health Educators have made several changes to training curriculum as a result changes to training curriculum as a result of Help Desk feedbackof Help Desk feedback

Results of Using Help Desk Results of Using Help Desk DatabaseDatabase Improved customer serviceImproved customer service

– By providing a means to identify By providing a means to identify unresolved calls unresolved calls

– By allowing all Registry staff direct, real-By allowing all Registry staff direct, real-time access to Help Desk datatime access to Help Desk data

» Health Educators always know what the Health Educators always know what the Help Desk knows in terms of what a clinic’s Help Desk knows in terms of what a clinic’s specific challenges arespecific challenges are

ConclusionsConclusions

The Help Desk database is an excellent The Help Desk database is an excellent tool for organizing and analyzing data tool for organizing and analyzing data from incoming callsfrom incoming calls

The Help Desk database improves The Help Desk database improves communication between registry staff communication between registry staff members, helping to ensure that members, helping to ensure that participating providers and parents participating providers and parents receive exceptional customer servicereceive exceptional customer service