Client Services Story

Ryan Doyle, Technical Support Specialist, 20 Years

What’s the most unique customer experience you’ve had? If applicable, please share the specific organization and site contacts who were involved.

My most unique experience was when a site contact from Chicago shipped a large Giordano’s deep dish pizza to me in appreciation for all the assistance I provided with the creation of their MAGIC Pharmacy rules. Hard work never tasted so good!

What do you value most about your relationship with your customers?

I am most grateful for what I have learned from working with my customers. Collectively, my customers are compassionate and talented people, wholly committed to the hospitals and patients they serve. From them, I have learned many things. Here are just a few examples:

• Laraine Robinson, a clinical informaticist from Lewis County General Hospital in Lowville, NY, taught me the importance of maintaining a balanced perspective when assessing a hospital’s software utilization. Laraine did this by simply posing the question, “Now, what are we doing right?,” during my very first Operational Assessment visit. When I had no answer, I understood that I had been too focused on the aspects of their EHR that were not optimized, instead of providing a fair and balanced assessment.
  
  
• Melissa Wyant, a pharmacy analyst from Holyoke Medical Center in Holyoke, MA, affirmed the difference that hard work makes in a job well-done. As my contact at this highly-visible site, I had the opportunity to work with Melissa on numerous occasions, and the effort she put into reproducing issues and testing code changes in the hospital’s TEST environment made my life much easier. I greatly value her efforts and appreciate the greater role they play in improving Holyoke Hospital’s MEDITECH EHR.
  
  
• Anne Costley, a former systems analyst at Cayuga Medical Center in Ithaca, NY, demonstrated the role that perseverance plays in achieving a successful outcome. Anne persevered in finding examples for an extremely elusive issue. This persistence paid off, as the examples she provided led us to validate the issue and begin working on a correction. Anne’s perseverance was instrumental in our ability to correct this issue for not only Cayuga Medical Center, but also for 750+ additional customers as well.

What message would you like to convey to our customers, or more specifically, to the customers you’ve worked with?

I would simply like to say thank you for everything they have taught me and for making my career so rewarding and interesting. My customers made me a better worker and a more well-rounded person. For this, I am forever grateful to them.