Support and Services

A Team of On-Call Experts

PatientKeeper offers comprehensive support for our maintenance-paying clients. From problem resolution to user assistance, our highly trained and dedicated employees are ready to help. 

The PatientKeeper Customer Support Center

The PatientKeeper Customer Support Center is available 8 a.m. to 8 p.m. Eastern Time Monday through Friday for all types of issues and is available 24x7x365 for critical issues. 

Customers can contact the Center

• Online through the PatientKeeper Customer Support Portal
• Phone (888) 994-2443
• E-mail support@patientkeeper.com

Optional Support Service

PatientKeeper provides a number of optional software support service offerings that complement our standard software maintenance and support services:

• Active Monitoring Services –

  With PatientKeeper’s active monitoring service, our support center will monitor the availability and health of your PatientKeeper system including database server, application server, and interfaces on a 24x7x365 basis.

• Database Administration –

  If you don’t have an in-house database administrator, PatientKeeper will perform all installations, configuration, performance tuning, backup scheduling, and upgrades for Oracle servers used exclusively by the PatientKeeper application. Active monitoring services for the Oracle database is included as part of this service.

Online Forum

Our engineers monitor threaded discussions where customers can ask questions, share tips, and learn new ideas and techniques for getting the most from their PatientKeeper investment. PatientKeeper also posts all relevant documentation in an online library for handy reference. Join forum

PatientKeeper Software Updates

PatientKeeper provides all software updates, patches and fixes without additional charge. Additionally we offer free installation services for all minor releases, patches and fixes.

System Deployment Services

The PatientKeeper systems deployment team manages installation and upgrade services to ensure optimal performance for PatientKeeper software. The team also provides other services such as:

• PatientKeeper Platform performance analysis and tuning
• PatientKeeper Platform migration/expansion planning and deployment
• PatientKeeper Business Continuity/Disaster Recovery planning
• Post deployment support and maintenance of PatientKeeper customized solutions
• PatientKeeper Database Maintenance/upgrade/migrations services

Annual Healthcare Code Updates

Each year, PatientKeeper incorporates updates to the standard CPT-4 and ICD-9 codes into the PatientKeeper system at no additional charge. This service applies to PatientKeeper Charge Capture customers only.