HITS to pause new non-urgent phone-related requests (July 16 – Aug. 1) to enable service upgrades

July 13, 2021  //  FOUND IN: Updates & Resources

This summer, Health Information Technology & Services is working to improve the way it handles many phone-related issues and requests. This includes partnering with a new vendor — Optanix —  along with other changes that will make it easier for customers to report problems and request help.

Soon, Michigan Medicine customers will no longer contact AT&T. Instead, they’ll use a set of customized, online forms designed to capture all the information that’s required up front — streamlining the process and ultimately reducing service wait times.

Timeline/customer impact:

To enable this upgrade, HITS is asking customers to pause any new, non-urgent phone-related requests between 5 p.m. on Friday, July 16 and 11:59 p.m. on Sunday, Aug. 1.

  • During the pause:
    • Customers should NOT call AT&T (800-498-4858) to report any issues or make any service requests.
    • Customers who have new non-urgent needs are asked to wait to submit their requests until HITS resumes accepting routine requests again on Monday, Aug. 2.
    • Customers who have urgent needs (i.e., if a device is broken, or a service is completely unavailable) will be able to request help by visiting michmed.org/voice.
  • After the pause:
    • Customers will NO LONGER call AT&T for urgent or routine phone-related issues or requests — but should instead use the appropriate intake form. These forms will be available at michmed.org/voice beginning Monday, Aug. 2.
    • Staff can expect to begin seeing Optanix team members (who will be wearing red “contractor” badges) visiting their work areas to troubleshoot or perform phone-related work.

Learn more:

For complete information, visit michmed.org/voice.

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