Client Services Tidbit: Meet the VITL Support Team

VITL's client services support team monitors the daily operations of the Vermont Health Information Exchange (VHIE), which has more than 720 different inbound and outbound interface connections to health care organizations around the state. This requires the use of multiple monitoring and alerting tools to ensure that nearly 250,000 daily data messages are processed correctly. The tools help the team find connection issues, corrupted messages which impact flow, or other problems. Any issues are analyzed and resolved, which includes notifying the affected organization.

In addition to daily monitoring of data processing, the team regularly assists clients to resolve interface issues such as locating missing results, message validation failures, adjusting delivery filters, and maintaining provider cross-reference tables. Support team staff work to ensure data messages are delivered to state registries including the Vermont Department of Health Immunization Registry, and to accountable care organizations.

VHIE Support Team ChartVITLAccess, VITL's secure provider portal, currently has over 1900 users. The portal allows providers to view statewide patient medical information available in the VHIE. Managing VITLAccess requires support for several end user management functions including enrolling new organizations to the service, establishing user accounts, and managing passwords. The support team is the main point of contact for users who have questions about the portal's functionality.

A patient consent hotline was created in conjunction with the VITLAccess portal, in order to respond to health care consumers’ questions about patient consent to share their health information in the VHIE. Managing calls to the consent hotline also falls under the umbrella of support services.

The support team partners with VITL’s clients and vendors to perform seamless delivery of services. They can be contacted 24 hours a day, seven days a week by visiting the MyVITL website, or for urgent issues by calling 1-877-592-4053.