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 resources.

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 coronavirus@surgicalnotes.com.

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 travel policy?

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.