Surgical Notes’ Commitment to our Customers During the COVID-19 Crisis
We Are Still Here to Provide Services
As most organizations, we have been closely monitoring updates from the
CDC (Centers for Disease Control and Prevention) along with guidance from
local and U.S. government and public health agencies regarding COVID-19
(coronavirus). As a healthcare company, we want to do our part to slow
the spread of the virus and allow healthcare providers the necessary time
to treat their patients while providing a safer environment for our customers
and our employees. We have taken measures to include suspending all company-based
travel and shifting our workforce to a secure remote model.
We understand this is a dynamic and difficult situation, and we want our
customers to know that we are here for you and committed to your success.
We’re doing everything we can to maintain the high level of support
our customers have come to expect from Surgical Notes. We have a business
continuity plan in place, and we are actively managing our operations
teams to ensure we are ready for sudden changes. We are fully prepared
to pivot when necessary to make sure our customers have all available
We will continue to assess the situation and take guidance from the
U.S. Centers for Disease Control and Prevention and its
Coronavirus travel page. If any additional changes occur, we will seek to communicate the details
of those changes to you. In the meantime, if you have any questions related
to our response or plans, please feel free to contact us at
The ASC industry has taken a large hit from this outbreak, and we suspect
there are some trying days ahead. However, our industry and the resilient,
dedicated professionals that operate in it will make it through this challenge
and return to operations even stronger than before.
Please stay safe and thank you for your continued partnership.
Frequently Asked Questions
Has Surgical Notes shut down?
No. We are still servicing our customers as normal. Please continue to
reach out to us for assistance, requests, issues, and questions.
Have our hours changed?
No. Our hours remain the same. We have team members available to assist
customers from 6:00 am CT to 9:00 pm CT. Any calls received after 9:00
pm will go to our voicemail, and our team will reach out the next morning.
What is Surgical Notes doing to make certain it's prepared to continue
normal business operations should the COVID-19 outbreak further escalate?
Surgical Notes has a business continuity plan in place, and we are actively
managing our operations teams to ensure we are ready for sudden changes.
We've taken a number of precautionary measures to minimize the risk
of exposure by suspending all business travel and mandating that all employees
work from home. Surgical Notes is an agile organization, and our team
is adept at using many virtual collaboration tools and applications to
maintain customer support, training, and implementation.
What are Surgical Notes' plans to deal with widespread employee absences
now that COVID-19 has been deemed a pandemic?
We're doing everything we can to maintain the high level of customer
service and support you have come to expect from Surgical Notes. Our operations,
account management, and IT support teams and all Surgical Notes employees
are working from home. We believe this minimizes the risk of our employees
contracting the coronavirus.
If my account manager/main point of contact is out for an extended period
of time, who will be my primary point of contact?
In this case, we will provide you with a different point of contact for
the duration of their absence. Our customer-facing team members are cross-trained,
and their ongoing and thorough recordkeeping enables them to step in for
one another as needed. To reach someone for support via phone, we recommend
calling our toll-free number 1-800-459-5616 and using the following shortcuts:
- SNChart or Medical Transcription Services: Extension 123
- ScanChart or Document Management Services: Extension 126
- SNCoder or Medical Coding Services: Extension 127
Has Surgical Notes implemented any restrictions regarding its business
We're following guidance from the appropriate authorities in order
to protect the health of our employees and their families as well as our
valued customers and partners. We have suspended all business travel and
on-site engagements and have provided our employees with collaborative
technologies, such as a virtual phone system and virtual meetings, to
continue supporting our customers.
Is there a way to make sure our implementation will not be delayed as a
result of COVID-19?
You should not expect to experience any delays with your scheduled implementation
as a result of Surgical Notes. With much of our prep, setup, and testing
already being conducted remotely, we are confident in our ability to complete
implementation and training virtually. We use many virtual collaboration
technologies, such as video conferencing (GoToMeeting), Bomgar, and MS
Project. However, we still require staff to be onsite at the surgery center
for designated portions of each ScanChart implementation.
Will Surgical Notes continue with product development and product releases?
Yes. We will continue to invest in our products and deliver high-quality
revenue cycle management solutions for our customers.