Medvi Customer Service — expert operational guide

Overview

Medvi customer service should be designed as the primary operational interface between clinicians, patients and the platform. In telehealth environments, the support function is responsible for onboarding clinicians, troubleshooting live consults, managing billing questions, and ensuring uptime for synchronous video encounters. The objective is to lower friction so clinicians spend >90% of scheduled appointment time on care rather than tech support.

This document outlines measurable best practices: channel strategy, Service Level Agreements (SLAs), staffing and training requirements, systems integration, compliance controls, and pricing models. Each area is presented with concrete targets, recommended tools, and sample operational parameters a Medvi-style service team can implement immediately.

Channels, SLAs and real-time response

Medvi must operate a multi-channel support hub: phone (24/7 for urgent clinical continuity), live chat (08:00–22:00 local time), video triage support (for in-session technical failures), email/ticketing (billing, account changes), and a developer/partner API support lane. Channel routing is typically accomplished with a unified contact center platform (e.g., omnichannel ACD + IVR) and structured escalation policies that move an issue from Tier 1 to Tier 3 within defined time windows.

Recommended SLAs (sample targets): prioritize uptime 99.9% monthly for core telehealth APIs, average chat response <60 seconds, phone answer within 30 seconds during business hours, initial ticket acknowledgment within 2 hours and substantive response within 24 hours. For urgent clinical-affecting incidents (e.g., platform outage impacting active consultations), target Mean Time to Acknowledge (MTTA) <5 minutes and Mean Time to Resolve (MTTR) <60 minutes.

Operational tools should include real-time monitoring (synthetic transactions and RUM), incident management (automated paging to named on-call engineers), and a public status page updated automatically. A public status page with incident history (last 12 months) and average resolution times builds transparency and reduces inbound support volume.

Metrics, reporting and quality assurance

Key Performance Indicators (KPIs) for a high-performing Medvi helpdesk include: First Contact Resolution (FCR) 75–90%, Customer Satisfaction (CSAT) 85–95%, Net Promoter Score (NPS) 30–60, average handle time (AHT) 4–8 minutes for phone interactions, and ticket backlog under 2% of monthly ticket volume. Monthly dashboards should show trendlines for escalations, recurring incident categories, and top-10 diagnostic articles accessed by users.

Quality assurance requires call and chat sampling with a minimum of 5% of interactions reviewed weekly. Reviews should use a standardized rubric covering clinical risk escalation, technical accuracy, empathy, and compliance with privacy scripts. Use automated speech analytics for trend detection (keywords: “unable to connect,” “billing,” “urgent”) and tie root-cause analysis to product backlog tickets for fixes.

Staffing, roles and training

Staffing must balance clinical knowledge and technical troubleshooting. Recommended core roles and responsibilities:

• Tier 1 Support Agents — handle account questions, basic troubleshooting, knowledge-base triage; target FCR >=75%.
• Technical Support Engineers — diagnose networking and device issues, reproduce session errors, escalate to engineering; maintain runbooks for common faults.
• Clinical Support Liaisons — clinicians or medically trained staff who evaluate clinical-impact incidents and triage to care teams; on-call 24/7 rotation for urgent patient-safety events.
• Billing & Operations Specialists — reconcile claims, manage subscription changes, and process refunds/adjustments; track chargebacks and payer denials.
• Quality & Training Manager — maintains QA program, updates KB, runs weekly coaching, and reports KPIs to leadership.

Training should include an initial 40–60 hour curriculum: product functionality, live-session troubleshooting, privacy/HIPAA basics, empathy/communication, and simulated incident drills. New hires should shadow 20 live interactions and pass a competency exam before independent handling.

Systems, integration and automation

Medvi support relies on integrated systems: a CRM/ticketing system (Zendesk, Freshdesk, or equivalent), telephony with CTI, EHR integration layer (FHIR-based APIs), and a monitoring stack (Prometheus, Grafana, Sentry or equivalent). Tickets should capture structured data: patient/clinician IDs, encounter ID, device/OS, browser, network signal, and chronological logs or session traces.

Automations reduce manual work: auto-triage rules (keyword-based), canned remediation scripts (e.g., “clear cache and restart”), and self-serve diagnostic pages that collect device logs and pre-populate tickets. For enterprise customers, provide a dedicated API support contact and a service account with scope-limited audit access for troubleshooting.

Compliance, security and data governance

Medvi customer service must align with HIPAA (U.S.) and GDPR (EU) where applicable. Practices include minimum necessary access principles, role-based access controls, encrypted logging in transit and at rest (TLS 1.2+/AES-256), and routine access reviews every 90 days. Maintain an audit log of all agent access to PHI with immutable timestamps for at least 6 years where required by local law.

Incident response playbooks are mandatory: defined detection thresholds, communication templates, regulatory notification timelines (e.g., 72 hours for GDPR breach notification), and post-incident root-cause analysis. Regular tabletop exercises (quarterly) and annual third-party compliance assessments (SOC 2 or ISO 27001) verify controls.

Pricing models, SLAs and sample contacts

Support can be tiered: Basic (included) for platform users with email/ticket support and a 48-hour SLA; Standard ($49–$99 per clinician/month or $500–$1,500 per organization/month depending on scale) adding phone/chat and business-hour SLAs; Premium ($199+/month or custom enterprise pricing) with 24/7 phone, named technical account manager (TAM), quarterly operational reviews, and shorter SLAs. These are example structures; exact pricing depends on volume, number of clinicians, and integration complexity.

Sample SLA numeric targets

• Phone answer time: <=30 seconds (business hours), <=60 seconds (24/7 premium).
• Chat initial response: <=60 seconds; substantive response within 10 minutes.
• Ticket acknowledgment: <=2 hours; resolution target: 24–72 hours depending on severity.
• API uptime: 99.9% monthly; database replication lag <5 seconds for critical patient flows.

For published contact points use explicit placeholders and templates: Support phone: +[country code]-[number]; Email: support@[your-domain].example; Escalation: tam@[your-domain].example. Maintain a public support site (support.[your-domain].example) with KB, status page, and SLA PDF (downloadable) to reduce inbound volume.

Escalation paths and closing the loop

Define a three-tier escalation matrix with named contacts and phone/SMS escalation for Severity 1 incidents. Document each escalation with timestamps, action taken, and next steps. Close-the-loop metrics include time-to-first-contact, percent of incidents with documented RCA within 7 business days, and stakeholder satisfaction scores after major incidents.

Finally, establish a customer advisory forum (quarterly) to collect feedback from top 10 customers by volume. Use that feedback to prioritize product fixes and KB improvements; typical outcomes include reduced repetitive tickets (>30% reduction year-over-year) and improved CSAT by 5–10 points within 6–12 months.