AAI Support Culture

AAI’s dedication to our customers and customer support requirements are of utmost importance within the Arrendale culture. Our annual support services provide 24-hour coverage seven days a week, 365 days per year. By dialing 800-344-1323 Option 1, customers reach the AAI Support Center. Arrendale support center staff are divided into teams for training, network assistance, programming assistance and implementation. Each team is acutely aware of the mission critical nature of transcription and document management within healthcare. Many of our support center team members have prior experience as hospital employees and know firsthand the urgency of customer support.

Arrendale’s dedication to customer service is evidenced by the retention of Arrendale products within our hospital facilities. We believe that feedback from our customers is the best way for AAI and perspective customers to judge our performance in this vitally important area. We are proud of our response time and ability to solve all types of support inquiries. Customer service surveys are conducted by AAI staff to assess and enhance our performance. We have also made significant improvements in RAID, Arrendale’s support center software. RAID is an Arrendale created, lotus-based application used to resolve, track and research software incidents. Great efforts are made by all Arrendale support staff to minimize disruption within the facility and restore normal operations as quickly as possible during support inquiries, upgrades and new installations.

Arrendale Support Services Agreement

Our support services agreements include an unlimited number of telephone, facsimile and e-mail inquiries from designated customer personnel. However, we believe answering technical queries is only a small part of our overall support. As part of the support services agreement, AAI provides new TAŽ release software at no additional cost. New releases are typically scheduled for the fall each year. Depending on the complexity of the new release installation, customers may self-install or contract with AAI for installation of the newly released TAŽ software. AAI provides remote technical support for Arrendale products via telephone to customers planning hardware upgrades or moving to new releases on related (HIS) software. An Arrendale support agreement includes service to customers as their TAŽ workstation needs change. With Arrendale support, remote backing is provided to relocate TAŽ workstations from one department to another and also from in-house to at-home or the reverse. Arrendale hosts several TAŽ User meetings each year and admittance to these educational meetings is included with our support agreements.

Training

Arrendale training staff team members provide on-site training for new installations, on-site refresher training and unlimited remote training. Our transcriptionist-training program includes on-site, hands-on classroom instruction and usually consists of one week per department being trained. Departmental training is provided for supervisors and management. During the initial training document creation, T.A.Speed, and TAeSeriesŽ or TAŽ PC program operations are reviewed in detail. Our managerial training includes an overview of the entire system, security, file maintenance, and supervisory operations for the system administrator and security officer. In addition, AAI provides a detailed system overview for the programmers, computer operators and PC coordinators within the Information Systems departments. We recommend our 3-day on-site training program for hospitals with new departmental management such as HIM directors and transcription supervisors. Arrendale trainers customize these sessions to the individual and facility needs. RHIA expertise on staff at Arrendale provides health information management assistance with work flow and system design to maximize TAŽ benefits. The Arrendale training program has been approved by the American Health Information Management Association for 12 Continuing Education hours for the participants. It satisfies the requirements of the AHIMA Technology core educational content area.

Implementation

Arrendale recognizes that implementation planning is vital for all successful TAŽ applications. Since TAŽ product solutions are often hospital-wide solutions, encompassing different needs by departments such as health information management, imaging, cardiology, and emergency, we understand that attention to minute detail is essential. Arrendale systems have been designed to assure that each step is understood, identified and successfully completed during the implementation process. From contract signing to follow-up support after on-site trainers have departed, our implementation team members consistently display thoroughness, resourcefulness, and competence.

Networking

The Arrendale networking team handles support of in-house TAŽ client workstations, at-home TAŽ client workstations, the TAŽ Server and related system configurations. Additional responsibilities include multiple interface assignments and maintenance for outside transcription service interfaces. The networking team members are trained in Oracle, Networking and Operating Systems.

Programming

The Arrendale programming team handles technical programming requests for customer desired system modifications to HL7 interfaces to disparate systems. Our programming team members are trained in C++, RPG, ASNA, Crystal Reports, and Java. Arrendale understands that healthcare is not a “one size fits all” business. Since our beginnings in 1989, AAI has consistently adapted TAŽ to the needs of each healthcare facility. Much of our success is due to our programming expertise and willingness to work with existing hospital goals and practices, often integrating with other software applications.


Customer Support	AAI Support Culture AAI’s dedication to our customers and customer support requirements are of utmost importance within the Arrendale culture. Our annual support services provide 24-hour coverage seven days a week, 365 days per year. By dialing 800-344-1323 Option 1, customers reach the AAI Support Center. Arrendale support center staff are divided into teams for training, network assistance, programming assistance and implementation. Each team is acutely aware of the mission critical nature of transcription and document management within healthcare. Many of our support center team members have prior experience as hospital employees and know firsthand the urgency of customer support. Arrendale’s dedication to customer service is evidenced by the retention of Arrendale products within our hospital facilities. We believe that feedback from our customers is the best way for AAI and perspective customers to judge our performance in this vitally important area. We are proud of our response time and ability to solve all types of support inquiries. Customer service surveys are conducted by AAI staff to assess and enhance our performance. We have also made significant improvements in RAID, Arrendale’s support center software. RAID is an Arrendale created, lotus-based application used to resolve, track and research software incidents. Great efforts are made by all Arrendale support staff to minimize disruption within the facility and restore normal operations as quickly as possible during support inquiries, upgrades and new installations. Arrendale Support Services Agreement Our support services agreements include an unlimited number of telephone, facsimile and e-mail inquiries from designated customer personnel. However, we believe answering technical queries is only a small part of our overall support. As part of the support services agreement, AAI provides new TAŽ release software at no additional cost. New releases are typically scheduled for the fall each year. Depending on the complexity of the new release installation, customers may self-install or contract with AAI for installation of the newly released TAŽ software. AAI provides remote technical support for Arrendale products via telephone to customers planning hardware upgrades or moving to new releases on related (HIS) software. An Arrendale support agreement includes service to customers as their TAŽ workstation needs change. With Arrendale support, remote backing is provided to relocate TAŽ workstations from one department to another and also from in-house to at-home or the reverse. Arrendale hosts several TAŽ User meetings each year and admittance to these educational meetings is included with our support agreements. Training Arrendale training staff team members provide on-site training for new installations, on-site refresher training and unlimited remote training. Our transcriptionist-training program includes on-site, hands-on classroom instruction and usually consists of one week per department being trained. Departmental training is provided for supervisors and management. During the initial training document creation, T.A.Speed, and TAeSeriesŽ or TAŽ PC program operations are reviewed in detail. Our managerial training includes an overview of the entire system, security, file maintenance, and supervisory operations for the system administrator and security officer. In addition, AAI provides a detailed system overview for the programmers, computer operators and PC coordinators within the Information Systems departments. We recommend our 3-day on-site training program for hospitals with new departmental management such as HIM directors and transcription supervisors. Arrendale trainers customize these sessions to the individual and facility needs. RHIA expertise on staff at Arrendale provides health information management assistance with work flow and system design to maximize TAŽ benefits. The Arrendale training program has been approved by the American Health Information Management Association for 12 Continuing Education hours for the participants. It satisfies the requirements of the AHIMA Technology core educational content area. Implementation Arrendale recognizes that implementation planning is vital for all successful TAŽ applications. Since TAŽ product solutions are often hospital-wide solutions, encompassing different needs by departments such as health information management, imaging, cardiology, and emergency, we understand that attention to minute detail is essential. Arrendale systems have been designed to assure that each step is understood, identified and successfully completed during the implementation process. From contract signing to follow-up support after on-site trainers have departed, our implementation team members consistently display thoroughness, resourcefulness, and competence. Networking The Arrendale networking team handles support of in-house TAŽ client workstations, at-home TAŽ client workstations, the TAŽ Server and related system configurations. Additional responsibilities include multiple interface assignments and maintenance for outside transcription service interfaces. The networking team members are trained in Oracle, Networking and Operating Systems. Programming The Arrendale programming team handles technical programming requests for customer desired system modifications to HL7 interfaces to disparate systems. Our programming team members are trained in C++, RPG, ASNA, Crystal Reports, and Java. Arrendale understands that healthcare is not a “one size fits all” business. Since our beginnings in 1989, AAI has consistently adapted TAŽ to the needs of each healthcare facility. Much of our success is due to our programming expertise and willingness to work with existing hospital goals and practices, often integrating with other software applications.