Support and Services

We are so pleased to have you as our client

We are truly thankful that you have chosen Tilt Technology, Inc. for your company's support and services. We are dedicated to making sure that you receive only the best and most reliable service available and look forward to serving you!

Standard Business Hours
Monday – Friday
5:00am – 5:00pm PST

Corporate Contact
1-888-435-4194
509-293-7225

Support and Services Department
1-888-435-4194
509-293-7225
support@tilttechnology.com

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In order for Tilt Technology, Inc. to accurately and effectively track and resolve support requests we ask that all clients use one of the following options for submitting support related issues:

Via Phone at 1-888-435-4194

Via Email at support@tilttechnology.com

When submitting support via email please note they must be submitted to the support@tilttechnology.com email only, as other Tilt Technology, Inc. email addresses do not create a support ticket within our support system and are not monitored for support related issues.

Submit only one support item/issue per email, please do not submit one email listing multiple separate support issues.

(Example: Current issue with reports, and another separate issue with ePrescribing; please submit a separate email reporting each issue separately).

When providing updates or replying to communication regarding an already submitted support issue via email please always include the associated Service Ticket #  in the Subject Line of your email.

Customer Portal at http://support.tilttechnology.com/user.

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Service Level Agreement

TILT TECHNOLOGY, INC. will use the following guidelines to prioritize support requests; response time will not exceed the time shown, and we will always strive to respond sooner if at all possible. The time it takes to resolve the issue will vary depending on what's involved; factors such as physical hardware or software components are not always within TILT TECHNOLOGY, INC.'s control.

Level Description Response Time

Critical

  • Down system or major application failure
  • Initial Follow Up = Within 1 Hour
  • Subsequent Follow Up(s) = Within 4 Hours

High

  • Issue significantly impacting clinical or financial processes
  • Initial Follow Up = Within 8 Hours
  • Subsequent Follow Up(s) = Next Business Day

Standard

  • Issue not significantly impacting clinical or financial processes
  • Initial Follow Up = Within 2 Days
  • Subsequent Follow Up(s) = Within 5 Days

 

 

 

 

 

 

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 Services

Custom Reporting

Healthcare Report Examples

  • Pay-for-performance and reimbursement measurement
  • Transaction flow and operational performance
  • Patient volume by payor, type of service
  • Analysis of patient source by institution, place of service, zip code or other demographic criteria
  • Clinical reporting on patients by diagnosis code, clinical observation, or procedure used
  • Total cost of treatment integrating revenue, direct costs, staffing costs, overhead
  • Outcomes-based measurement of treatment efficacy
  • Cross-tab and OLAP reports with statistical aggregation of data

Interfacing

What is an interface?

An interface is a way to allow two different types of computer systems to communicate with each other. In most cases, one system will be sending data to another system. EMR interfaces usually deal with transferring patient reports and information from one system into another.  What is required to create an Interface? What does an Interface cost?

Data Extraction

Data Extraction

We provide reliable Data Entry, Image Data Entry, Data Extraction, Data Conversion and Database Management Services. Data extraction and data mining can help you take strategic business decisions that can shape your business goals. We provide data extraction services from a variety of sources such as Websites, Databases, Images and Documents. This enables you to have data quickly and in the right format.

Web Data Extraction

  • Extract consumer, competitor and market data from various websites
  • Extract meta-data information from websites
  • Search for on-line news websites for the latest information
  • Gather, collate and summarize news from various news and PR sources on-line
  • Extract product information from on-line stores.

Database Extraction

  • Extract data from databases by querying various databases
  • Mine for important data across multiple databases and database formats
  • Get updated information about competitors products, their pricing and their latest offers
  • Extract data from consumer websites, blogs and forums to summarize customer reviews and opinions

How it works

According to your requirements, we’ll develop a custom data extraction application. Application will run on our servers and deliver you requested data in specified format. We deliver data in many format: MySQL, Database, Text file, Excel, CSV file, XML, HTML or custom format. We can extract:

  • Product information
  • Dynamic pages
  • Yellow pages, business information for marketing purpose
  • Text files
  • From other databases of your site

What’s the price

We keep prices at their minimum. Therefore, pricing varies from project to project. Please contact us for pricing of your project.

 Services

Training

Training

Tilt Technology may conduct electronic medical records training programs on site, making it easier for the abstracting patient medical charts strategy and EMR implementation. In certain instances, a select group of office representatives may be sent to the vendor’s site for electronic medical records training. The method of electronic medical records training may depend on the size of the office. For smaller offices, it may be feasible for the entire staff to be involved in the initial complete EMR software training process. For larger medical facilities and offices, EMR trainers will often train a select number of individuals as super-users. This method of EMR training is advantageous for reducing costs and minimizing work hours lost for the rest of the staff. In-house EMR trainers also tend to understand the culture of their practice and its workflow environment, making them better teachers for the group. Super-users should be chosen who represent the various sectors of the medical practice so that the end users will have an EMR trainer to learn from.

EMR Training Program

An EMR training plan should involve ways to train around the daily routines of medical staff and provide for all participants to attend some form of uninterrupted training sessions. Blocks of time should be scheduled for participants to learn the fundamentals of their portion of the EMR system’s operation. Gradual training is usually necessary because of the different modules that need to be learned such as scanning, charting data entry, electronic prescriptions, lab results and EMR dictation training. We will provide a complete and comprehensive EMR training manual, leaders and super-users sometimes develop simplified training cheat sheets for end users to simplify the understanding of accomplishing tasks without having to search through a large manual for instructions. Recorded visual demonstrations by the EMR vendor which can be referred to by users may be helpful for reference and later instruction. Available online training sources may be used as complimentary tools to assist the main EMR training program.

Live EMR Training

Electronic medical records training should not stop with the EMR implementation. Ongoing EMR training by super-users and staff is necessary to ensure the continuing transition goes as smoothly as possible. In-house EMR training leaders can get continued electronic medical records education and training by attending special conferences and seminars held by vendors. They may also take periodic classes online or offsite to reinforce their skills. Leaders and super-users should make continual assessments of how well their staff is performing within the new EMR system.

Installation/Configuration

Installation/Configuration

Tilt Technology may conduct electronic medical records training programs on site, making it easier for the abstracting patient medical charts strategy and EMR implementation. In certain instances, a select group of office representatives may be sent to the vendor’s site for electronic medical records training. The method of electronic medical records training may depend on the size of the office. For smaller offices, it may be feasible for the entire staff to be involved in the initial complete EMR software training process. For larger medical facilities and offices, EMR trainers will often train a select number of individuals as super-users. This method of EMR training is advantageous for reducing costs and minimizing work hours lost for the rest of the staff. In-house EMR trainers also tend to understand the culture of their practice and its workflow environment, making them better teachers for the group. Super-users should be chosen who represent the various sectors of the medical practice so that the end users will have an EMR trainer to learn from.

EMR Training Program

An EMR training plan should involve ways to train around the daily routines of medical staff and provide for all participants to attend some form of uninterrupted training sessions. Blocks of time should be scheduled for participants to learn the fundamentals of their portion of the EMR system’s operation. Gradual training is usually necessary because of the different modules that need to be learned such as scanning, charting data entry, electronic prescriptions, lab results and EMR dictation training. We will provide a complete and comprehensive EMR training manual, leaders and super-users sometimes develop simplified training cheat sheets for end users to simplify the understanding of accomplishing tasks without having to search through a large manual for instructions. Recorded visual demonstrations by the EMR vendor which can be referred to by users may be helpful for reference and later instruction. Available online training sources may be used as complimentary tools to assist the main EMR training program.

Live EMR Training

Electronic medical records training should not stop with the EMR implementation. Ongoing EMR training by super-users and staff is necessary to ensure the continuing transition goes as smoothly as possible. In-house EMR training leaders can get continued electronic medical records education and training by attending special conferences and seminars held by vendors. They may also take periodic classes online or offsite to reinforce their skills. Leaders and super-users should make continual assessments of how well their staff is performing within the new EMR system.

Data Migration

Data Migration

Installing or upgrading to a new EMR / EMR system requires careful planning to integrate your data and make sure your office workflow is either properly supported or that needed changes are identified.

Successful migration to a new or upgraded EMR system will depend on careful and individualized analysis and planning, which will need to be re-visited and updated as implementation progresses.

EHR implementation into your office starts with an appraisal of current workflow. There are numerous formal methodologies which can help, ranging from Six Sigma (made famous initially by General Electric) to Total Quality Management. While documenting your current workflow in its entirety-from patient scheduling to the completion of a patient visit-is a start, identifying possibilities for a re-design of workflow elements is the goal. EMR migration may eliminate steps in patient check-in, or as is often the case, allow for patients to schedule a visit and complete the check-in process almost entirely without staff intervention.

Key workflow elements of an EMR system to consider, among others, are:

  • Patient visit scheduling, which can include automatic allocation of time blocks depending on the nature of the visit, for instance
  • Tracking a patient’s status as they move through your office
  • Review of a patient’s chart, and reference to patient data during a visit
  • Updating of patient charts
  • Patient follow-up
  • Lab results
  • Rx transmission

EMR migration and integration is a recursive process that should involve all staff members. While time consuming, EMR implementation can offer long run efficiency improvements and cost savings that can be substantial.

Plans need to be made for EMR migration, from paper based patient records to electronic storage. There are a variety of paths here for EMR implementation. Many providers end up using a hybrid system, where new patient encounters are recorded and stored electronically, with older data kept in their original paper format. This hybrid method saves the time and expense of converting paper records to digital format, but reduces savings from eliminating the expensive need to store and access paper records with full EMR implementation.