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Professional Services

The best customer support is the one you won't need

No matter how excellent a software can perform, it is of limited value unless there is a good training and support program. HSTpathways has a strong implementation and support team with in-depth ASC industry knowledge. The team strives to provide the optimum customer experience by delivering prompt response and problem resolution times. We give the industry and users a voice in directing product development by listening to customers.

Training and Implementations

Training is the single most important factor to a customer's satisfaction with their use of the information system. HSTpathways presents training professionals who have years of experience in the business processes of surgery centers. We understand the business model. Because each customer's needs have slight differences, our training professionals will assist you in merging your policies and procedures with the software application features and functions. We will tailor a combination of Web-based and on-site training sessions to meet your current and future needs.

  • Systematic and repeatable approach to implementations to ensure every implementation is successful.
  • On-site and virtual training for customers to produce best implementation results
  • A series of self-paced computer-based tutorials for your staff and these sessions will become invaluable when you are bringing on new staff (training is one of the highest cost of personnel turnover).

Support and Customer Service

HSTpathways cares about our customer's satisfaction. To maximize customer satisfaction, we support our customers with the following guiding principles:

  • We believe that your calls to us should be answered by a person. It is more personal, effective, and less frustrating. We commit to staffing levels that will minimize the need for voice mails. 95%+ of support calls at HST are handled live.
  • Our best analysts and technical writers have created a robust library within the "Help" area of the application to guide users through all areas of the application. The help includes Links and Screen Shots that you are familiar with that can be launched from anywhere within the system.
  • We also provide you with the option of sending e-mails directly to our general support mail box or specific support staff member.
  • We have created a true team environment where our professional trainers and customer service representatives are given the same training and product knowledge so that our answers and solutions are consistently accurate.

"Our HSTpathways implementation went very smoothly!"

Andy Merry, Yellowstone Surgery Center

"I really appreciate your time, patience, and sense of humor that no doubt got me through. Your thoroughness and "don't give up" demeanor led me to success!"

Tracy Maloney, Symbion Healthcare, Inc