The following is a guest article by Chris Durham, Corporate Vice President, Service Desk at HCTec
As healthcare organizations continue their digital transformation journey, patient portals have become essential tools for engaging patients, improving access to care, and supporting self-service healthcare management. However, the success of a patient portal stems from more than the technology itself. It also relies heavily on the support structure that enables patients to effectively utilize these digital tools.
A dedicated Patient Portal Service Desk serves as a critical bridge between patients and healthcare technology. By providing specialized support for account access, navigation, technical troubleshooting, and patient education, a Patient Portal Service Desk drives higher patient satisfaction, increases portal adoption, reduces operational costs, and improves overall healthcare delivery.
The Patient Portal Is Healthcare’s Digital Front Door
Today’s patients have come to expect healthcare interactions that mirror the convenience and accessibility they experience in banking, retail, and travel industries. Increasingly, that means scheduling appointments, requesting prescription refills, sending messages to care teams, completing forms, and viewing medical records and lab results online in real-time.
For many health systems, the tried-and-true portal has become patients’ digital front door. It serves as the central hub for accessing information, communicating with providers, and otherwise managing what can often be a complex healthcare journey.
Data from the Office of the National Coordinator for Health IT (ONC) indicated that 65% of patients accessed their patient portal in 2024. That’s a significant jump from 25% in 2014 and 37% in 2019. A recent Journal of the American Medical Association (JAMA) paper found the volume of patient portal messages increased 153% from 2020 to 2025. One in 8 patients now regularly communicate with their provider using a portal or connected app.
Despite increased adoption, patients continue to encounter access barriers. They face problems activating accounts, logging in, or resetting passwords. They struggle to navigate a portal’s many menus or using an unfamiliar mobile app. Messaging and scheduling features aren’t always intuitive.
Without dedicated support resources, it won’t be long before patients get discouraged – and stop using the portal. That will increase call volume, decrease patient satisfaction, and stop any efforts to improve operational efficiency in their tracks.
A Dedicated Service Desk Is a Difference-Maker
That’s where the Patient Portal Service Desk enters the picture. Unlike representatives working in traditional IT help desks or contact centers, Patient Portal Service Desk agents are trained specifically to help patients use the health system’s digital tools and online healthcare resources.
The chart below highlights common functions of the Patient Portal Service Desk. This specialization allows for faster issue resolution – and a more positive patient experience.
| Account Management |
· Password resets
· Identity verification
· Username recovery
· Account unlocks
· Activation assistance |
| Technical Support |
· Mobile application troubleshooting
· Privacy and security requirements
· Browser compatibility issues
· Notification settings
· Authentication support |
| Patient Education |
· Digital engagement best practices
· Appointment scheduling guidance
· Secure messaging instruction
· Portal functionality and navigation assistance
· Bill payment assistance
· Proxy account setup |
| Escalation Management |
· Workflow issue identification
· Technical issue escalation
· Coordination with application and support teams |
A Positive Impact on Patient Satisfaction
Patient satisfaction is increasingly linked to digital convenience. When patients experience difficulties accessing healthcare information, frustration grows quickly. Delays in obtaining assistance can negatively impact perceptions of both technology and the health system itself. In fact, a recent Software Finder survey noted that 35% of patients would switch doctors because of “frustrating or outdated” digital tools.
Because the Patient Portal Service Desk focuses uniquely on supporting the patient’s experience with digital tools, it’s clearly linked to improved patient satisfaction. Healthcare organizations can expect to see:
- Faster resolution times. Instead of being transferred among multiple departments, and explaining their problems several times, patients receive immediate assistance from specialists who understand portal workflows.
- Reduced friction. With issues resolved quickly, patients quickly regain access to medical records, prescription information, appointment schedules, test results, and communication tools. Not having to wait for answers reduces friction and ensures patients are able to get what they need.
- Increased portal use. Timely assistance helps organizations overcome adoption barriers such as access issues, technical difficulties, and limited knowledge of portal workflows. This leads to increased activation rates, higher log-in frequency, and more use of electronic communication.
- Increased confidence. Readily available support helps patients become more comfortable using digital tools for patient engagement. Over time, their confidence grows. This can contribute to increased use of a portal’s self-service functionality, which helps cut down on inbound support requests and helps teams focus on more complex cases.
- Enhanced patient loyalty. Positive digital experiences can have a similar impact as positive interactions with clinical staff. Not only can they strengthen trust with the organization; they also contribute to long-term patient retention.
Additional Financial and Operational Benefits
The positive impacts on patient satisfaction are certainly compelling reasons for investing in the Patient Portal Service Desk. But that’s not all: There are many opportunities for financial savings and operational improvements
Call Center Cost Savings
In the absence of dedicated support for portal use, patients may contact scheduling departments, the IT help desk, the front desk, or registration departments. While these teams are happy to help patients in need, they typically require more time to resolve patient portal problems simply because they don’t specialize in portal support.
A dedicated Patient Portal Service Desk centralizes this expertise and reduces call handling time. Plus, as patients get more comfortable using the portal, they’re increasingly able to resolve their own issues. This brings value to the organization, as digital self-service interactions cost substantially less than traditional phone-based, labor-intensive transactions with a provider office or the call center.
Reduced Administrative Burdens
The combination of staff shortages and ever-growing operational demands only creates more work for administrative staff. This has a downstream impact on patient care and clinical outcomes, as JAMA research has shown that overburdened and understaffed administrative teams are associated with a greater prevalence of provider burnout.
Having a Patient Portal Service Desk in place helps alleviate this pressure by reducing patients’ reliance on phone calls and in-person interactions for appointment scheduling, prescription refills, medical records requests, billing inquiries, payments, and more. Along with reducing administrative workloads, this improves patient convenience, as they’re able to complete straightforward tasks on their own.
Improved Provider and Staff Satisfaction
When patients struggle with portal access, provider offices often become the first point of contact. This creates additional workload for clinical staff who are ill-equipped to provide technical support and further contributes to burnout throughout the office.
A dedicated Patient Portal Service Desk reduces interruptions to clinical workflows, such as phone calls or other messages to provider offices. This improves efficiency and productivity for front-desk teams already juggling many responsibilities. It also allows clinical staff to spend more time taking care of patients – which is why they entered the industry in the first place.
Stronger Support for Value-Based Care
Evolving reimbursement models increasingly reward organization’s efforts to boost patient engagement, quality outcomes, and care coordination. Patient portals are directly tied to these efforts. They empower patients to actively participate in their care by accessing educational materials, completing questionnaires, monitoring chronic conditions, and communicating with care teams.
A Patient Portal Service Desk ensures patients can fully leverage these capabilities. As portal utilization increases in both scope and scale, health systems may see marked improvements in patient engagement metrics, preventive care plan compliance, and broader population health outcomes.
Getting Started With the Patient Portal Service Desk
Implementing a Patient Portal Service Desk doesn’t need to be a daunting task. Here are five recommendations for organizations looking to get started.
- Establish dedicated teams focused exclusively on patient portal support so the help desk, call center, and provider office are no longer burdened with this work.
- Offer assistance through phone, chat, email, SMS, and virtual support options, recognizing that patients have many preferences for learning and communicating.
- Develop robust portal workflows and creating documentation, as this will improve consistently and efficiency in both support and patient’s self-guided portal use.
- Align the Patient Portal Service Desk as a strategic patient engagement function – and core pillar of digital transformation – rather than another help desk offering.
- Use data to continuously optimize services and identify patient pain points. Focus on a range of Key Performance Indicators (KPIs) as outlined in the chart below.
| Patient Experience Metrics |
Patient satisfaction scores
Net Promoter Score (NPS)
First-call resolution rate
Average speed to answer |
| Digital Adoption Metrics |
Patient portal activation rates
Monthly active users
Mobile application utilization
Self-service transaction volume |
| Financial Metrics |
Call deflection rates
Cost per contact reduction
Administrative labor savings
Return on digital investment |
| Operational Metrics |
Average handle time
Resolution time
Escalation rates
Service level achievement |
More Than a Convenience – a Strategic Necessity
As healthcare continues its shift toward digital engagement and self-service care models, health systems that invest in dedicated patient portal support will be better positioned to enhance the patient experience, improve workforce efficiency, increase adoption of digital tools, and maximize the value of technology investments.
The Patient Portal Service Desk represents more than technical support. It also serves as a critical component of the health system’s digital front door and a key driver of patient-centered care. Organizations that prioritize portal support will not only improve operational performance but also strengthen patient relationships, increase loyalty, and position themselves for long-term success in an increasingly digital healthcare landscape.
About Chris Durham
Chris Durham is an accomplished operations executive with more than 25 years of experience leading customer support and service delivery organizations within healthcare IT and global technology environments. As Vice President of Service Desk Operations at HCTec, he oversees enterprise service desk strategy, operational performance, and team development initiatives designed to deliver exceptional client experiences at scale.
Chris brings deep expertise in optimizing service operations, improving customer satisfaction, and building resilient, high-performing teams. Before joining HCTec, he served as Senior Director of Customer Support at Medhost, where he led transformative initiatives to strengthen support delivery models and elevate the overall customer experience.
Earlier in his career, Chris spent 13 years with Dell Technologies in progressive operations leadership roles, managing complex service organizations and driving continuous improvement across global teams.
Throughout his career, Chris has demonstrated a consistent ability to develop future leaders, align operational strategy with business objectives, and implement performance-driven cultures that deliver measurable results. He is passionate about operational excellence, leadership development, and creating service organizations that serve as true strategic partners to their clients.
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