Customer Success Office Hours: Support Best Practices + Live Q&A

Did you miss our July 10 office hours session? See our recap below! 

•  Hilary Gerety & Melissa Chinn, two of our Support Operations Leads, joined us today to give a Support Portal overview. Watch the Support Portal demo below! 
  • 💡 Best Practice Tip for updating your case priority:
    • In the Support Portal, use the post/comment feature in your case to tag the case owner and request that they change the priority. 
    • Email success@amwell.com with your case number and request that the case priority be updated.
• Critical Issues Hotline - this toll free number is available 24/7 for all customers and should be used to report major issues impacting patient care or to report system outages or severe workflow interruptions.
  • 1-833-315-0355
    • Press 1 for System Down
    • Press 2 for 24/7 Critical Care Device Issues or Telestroke Provider Tech Support

Don’t forget to Connect, Learn, & Act!

🤝 Connect

• Join the Amwell Customer Community 🌐
• Sign up for a User Group 📝
• Register for upcoming Office Hours 🗓️
• Subscribe to receive Product notifications & updates 📬

📚 Learn

• Check out these new pages in the Community -
  • AMG Clinical Policies & Guidelines page 📄
  • Provider Engagement & Scalable Telehealth Adoption 👩‍⚕️🩺
  • Secure File Sharing Methodology 🔒
  • Tools for Therapy – Synchronous Support Features 🛠️

🚀 Act

• Use the Support Portal to submit and track cases 📂