Case Study: Hospital for Special Surgery Improves Patient Portal Support with CTG

CTG Optimizes Hospital for Special Surgery Epic Service Desk, Resulting in Improved Patient Portal Experience

Hospital for Special Surgery (HSS), a leading New York City academic medical center focused on musculoskeletal health, needed to support patients as it moved to Epic MyChart for its new MyHSS portal. To handle high-volume patient support in an already busy IT environment, HSS turned to Computer Task Group (CTG) for a fast, reliable patient portal service desk solution, including after-hours support and defined SLAs.

Computer Task Group (CTG) implemented a customized, 24x7 MyHSS Service Desk using its Application Advantage patient service desk support offering. The managed service provided first-level Epic MyChart support, strong issue documentation, and structured escalation workflows; results included over 97% first-call resolution, a 23-second average speed to answer, under four-minute average talk times, and over 99% resolution of in-scope issues, helping improve patient adoption and portal satisfaction.

Hospital for Special Surgery