–Written by Jeffrey Stokes

We live in extraordinary times. When COVID-19 first began wreaking havoc on society and businesses, we posted an update on our website announcing our commitment and ability to maintain our support of clients using our RCM, practice management, EHR, consultant, and electronic services. With much of our staff working from home, we have maintained our support levels.

Even before COVID-19, Sunrise Services began a process to enhance the tools we use to communicate with your practice. Our new phone system is entirely cloud-based, allowing staff to work from multiple remote locations and still communicate with other team members in real-time. You have additional options for reaching out for sales, support, and RCM questions.

The easiest method for opening a service ticket is to email support@sunrize.com. Provide us with your

• Practice name
• Contact name and telephone number
• Description of the issue or service request

Upon receiving the email, we validate you have a current support agreement. If so, we create the ticket and route it to the correct technician. If you have no ongoing support agreement, we still assign a ticket, then place it on hold, send you an updated support contract, and release the hold upon completion of the contract.

Sunrise uses a customer relationship management (CRM) system named ConnectWise for managing support tickets, service requests, and sales processes. Like how an EHR includes a patient portal for a provider to patient communication and data exchange, our ConnectWise Support Portal allows you to create new ticket requests, view updates on current tickets, and review previous support occurrences.

The support portal provides an excellent means for managing your overall support requirements. Contact our support department if you’d like to include the portal as one of your support tools.

Through our Support Portal, you have access to a new and expanding knowledgebase. Information within our knowledgebase is growing each month. Join the support portal and check it out. You may find information that alleviates the need for additional support.

Our website URL is https://sunrize.com. Along with the typical selections on Services, Support, and Products, you will also find a section specific to COVID-19 resources. You can review past newsletter articles and essential blog posts.

Sunrise has a robust social media presence. You will find our Facebook page at https://www.facebook.com/SunriseServicesLLC/. Follow us and Like us on Facebook. Our Twitter handle is @SunriseServices. Follow us on Twitter to receive occasional updates and newsworthy items.

And, of course, you can always contact us by phone. Our main telephone line is still (502) 538-4665. When calling, we present you with three options:

• Option 1: Sales
  • Generally, option 1 is for new customers. If you have an established relationship with a staff member, please feel free to reach out to them if you want additional services or support. If you’re not sure who to contact, then option 1 is an excellent place to start.
• Option 2: Support
  • If you need technical support on MDsuite, Medisoft, Medisoft Clinical, or our WAN hosting services, use option 2
• Option 3: RCM
  • Our Revenue Cycle Management customers with questions or issues related to their billing should use option 3.
  • We provide a different contact number on statements for any patients with billing questions. If you are an RCM client and a patient calls your office with billing questions, please direct them to call the number provided to your office.
• Option 9: Dial by Name
  • Want to speak to someone specific, but do not know their extension? Press 9, and you can enter in part of their name.

We are working hard to provide many options for requesting and receiving help and advice. If you believe we can do better, or if you have suggestions, please email Jeff Stokes at jstokes@sunrize.com, or call (502) 538-4807.