Remote Assist and Remote Go-lives: When Hospitals Need Them the Most


In the last year the world has significantly changed for all of us; however, some things remain the same: supporting our customers remotely. Picis has always provided remote support using tools to enhance our security posture and enable compliance with HIPAA and HITECH requirements because we recognize and allow for the requirement of security and audit requirements.

Picis is proud to have standardization with SecureLink that started over 10 years ago for our ongoing remote customer connectivity. This allows the customer to be in total control of the connection, while allowing Picis to resolve issues more efficiently. Picis can provide full support to our customer base remotely, correcting application and database issues. It allows us access to powerful back-end resources, like RDP (Remote Desktop Protocol) and SQL (Structured Query Language), while still enabling access to basic tools, such as file transfer and desktop sharing. With these tools, we have the connectivity we need to quickly resolve your issues. You will have peace of mind knowing that you have complete control over our access and a detailed report of all work performed.

Our team has spent a considerable amount of time reviewing and analyzing the ways that we can provide remote support, training and implement our solutions during these times. We can connect via SecureLink, WebEx, Zoom, Teams and any other system needed to accommodate the hospital. Last year we were able to do our very first remote go-live! In 2020, we were able to support six go-lives and provide all implementation services remotely from project kick off to go-live.

We have found ways to serve the needs of the hospitals that we are proud to have as our customers. Remote activities are just another way of showing Picis’ ongoing commitment to providing the very best support and always putting our customers first so they can focus on what matters most, patient care.

About the Author

Heather Davis, Vice President, Support

Heather brings over 20 years of experience committed to a customer centric approach to healthcare software. Starting her career in customer support, Heather moved on to take on a professional service role with Picis in 2005.

She’s steadily moved up throughout the Professional Services team, leading the team of technical project leads during implementations and upgrades.

In 2016, Heather took on the role of directing initiatives and moved over lead product management, where she was directly involved in the user experience for Picis customers.

Throughout out her career, Heather has been an integral part of working with customers to ensure they are being heard and that implementations run as smoothly as possible. After a short time away from Picis, Heather returned in 2019 as the Vice President of Professional Services and transitioned to the Vice President of Support in 2021.