Articles & Case Studies / Training and Support
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: 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.
We oftentimes will break this phase down into CRAWL - WALK - RUN:
Crawl (3 - 5 days): The dashboard and tablets are in use, but no auto-rooming, no patient waiting room display, no kiosks
Walk (3 - 5 days): We mix in auto-rooming and the patient waiting room display
Run: We add in the kiosk.
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, in this phase, we transition away from a single primary CHIME Account Manager. Instead, you’ll be supported by a larger team to ensure timely responses, and so that the nuances of your clinic aren’t locked away inside the mind of only a single individual.
We keep it easy for you with a single email that you can use whenever you need help: support@chimeclinic.com. Simply send an email with an issue or request to that address and it will be immediately broadcasted to our team via a custom internal notification system. The team will triage it, create tickets to track the issue, and assign tasks so that things are handled effectively. If we don’t expect to be able to wrap up the request within a day or two, we will respond back to confirm receipt and to let you know timelines.
At present, we don’t maintain a technical support call centre. Our experience is that doing so is incredibly expensive, and more often than not, clients are unhappy with the level of service received - when was the last time you called your ISP or cell phone provider and ended the call happy?
Instead, we offer CHIME clients the ability to reach a third-party answering service who will be able to reach the CHIME support team directly. Please use this answering service judiciously, true emergencies only: 1 (833) 891-1203.
As for our hours of support, our support team collaborates to provide as broad support as we can. We try to start reviewing emails as early as 8AM Eastern Time, and oftentimes there are team members working until 8PM Eastern Time (or even later). We also have part-timers working on the weekend, to try to keep an eye on things. Our team sees incoming messages on their phones, and will attempt to triage accordingly.
Does this mean we can guarantee someone will be available to help you 24/7? Unfortunately not at the price point we charge. But we’ll do our best; we work to be proactive; and in the worst case, if CHIME is completely down, our advice is to pivot to working “without CHIME” and while it will be frustrating, our experience is that patient care is not impacted. In our experience this level of “Steady State Support” has been effective and we will work to ensure it stays that way.
Support Response Times
Here’s what you can expect in terms of response times:
Questions / small updates : 1-2 business days
Medium updates : 2-5 business days
Large updates : 1-2+ weeks
Development : 1-4+ weeks
When it comes to bugs, we kick things into high gear:
All patients not importing : we handle ASAP
A handful of patients not importing : 1 business day
Servers is down : we handle ASAP
All automation not working : we handle ASAP
Automation occasionally not working : 1 business day
There’s no specific quota or limit. Our job is to keep thing working well, whatever it takes.