Training and Support
We understand you have a busy clinic to run. Our job is to support you every step of the way.
1) Configuration
Every successful rollout begins with a solid foundation. In the configuration phase, we work closely with clinic managers and key staff to understand your workflows, preferences, and unique operational needs. This collaborative setup ensures that the system is tailored to your clinic—no unnecessary complexity, no missed requirements.
We'll guide you through considerations and decisions like staff, rooms, workflows, notifications, templates, and integrations, configuring everything with your team’s input. Typically this is done in close collaboration with a single primary CHIME Account Manager who learns the ins and outs of your organization, and is only working with a handful of clinics at once. Your CHIME Account Manager will also loop in specialist colleagues as required, such as if we need to do custom development to meet your needs, or if we need to creatively brainstorm a solution for a unique requirement.
Our goal is to make sure our platform fits seamlessly into your existing processes, while also laying the groundwork for long-term success. By the end of this phase, your system will be fully set up and ready for training and launch.
2) Training
With your system configured, the next step is making sure your team feels confident and ready to use it. We draft a custom document just for your clinic; then we use that document to conduct live virtual training sessions tailored to different roles within your clinic—whether it’s front-desk staff, clinicians, or support staff. Our goal is to make training practical, relevant, and engaging for everyone involved.
All sessions can be recorded, so team members can revisit the material anytime or catch up if they miss a session. Typically we only need a single 1 hour session per role, but we’re happy to adjust the pace and depth of training based on your clinic’s needs, ensuring everyone is supported and no one is left behind.
By the end of this phase, your team should feel well-equipped to move into the live environment.
3) Fast Iteration
Going live is just the beginning. Once your clinic starts using the system day-to-day, real-world feedback starts rolling in—and that’s exactly what we want. During this fast iteration phase, we work closely with you to quickly address issues, fine-tune settings, and adjust workflows based on what’s working and what’s not. It’s an all hands on deck situation - almost always we end up building and deploying new features during this phase, to handle edge cases and nuances that unexpectedly arose.
You’ll still be working primarily with a single primary CHIME Account Manager during this period because they already know the ins and outs of your organization. This means we’ll need to schedule go-live taking this into account, we don’t want your CHIME Account Manager supporting more than a single clinic during this Fast Iteration phase.
We treat this period as a collaborative loop: your team brings up challenges or ideas, and we respond with rapid updates and improvements. It’s a hands-on, responsive approach designed to ensure the system adapts to your clinic—not the other way around. This phase helps smooth out the bumps and builds confidence before transitioning to steady state support.
4) Steady State Support
Once things are running smoothly, we shift into steady state support—but that doesn’t mean we disappear. We stay engaged and available to help as your clinic evolves. Whether it’s onboarding new staff, adjusting workflows, or responding to unexpected changes, we’re here to support you for the long haul.
No clinic stays the same forever. New providers join, schedules shift, and processes evolve. We view support as an ongoing partnership, not just a help desk. Our goal is to remain a reliable, responsive resource you can count on—whenever you need us.
Notably, at this phase, we transition away from a single primary CHIME Account Manager. Instead, you’ll be supported by a larger support team to ensure timely support, and to ensure the nuances of your clinic aren’t locked away inside the mind of only a single individual.
We keep it easy for you though. You’ll just need to send emails to a support email address, and we’ll handle creating tickets to track the issue, real-time internal notifications so that we see the incoming request quickly, and the team collaborates to triage and assign tasks so that things are effectively handled.
There’s no specific quota or limit. Our job is to keep thing working well, whatever it takes.