KipuHealth: Our Customer Support Team Makes Magic Happen
CORAL GABLES, FL- Month, day, year – Miami-based KipuHealth, an electronic medical records (EMR) provider that serves the Substance Use Disorder (SUD), Eating Disorder (ED), and Behavioral Health treatment community, humbly exceeded one million successful episodes of care and credits the customer support team for their success.
KipuHealth runs a 24/7 365 Customer Support department comprised of United States-based full-time employees. Understanding that treatment centers don’t have regular office hours or weekends off, the company makes sure that whenever a client needs assistance, they are able to reach a fully-trained employee within minutes and continue providing their patients with quality and efficient care. Kipu customers wait an average of 17 seconds before being greeted by a team member, and the company boasts an average NPS score of 76%, which is well above the industry average.
“We talk a lot about our magical and how it has increased admissions and reduced operational costs for our partners,” says Jeffrey Fiorentino, CEO of KipuHealth. “What many don’t know, is that we have a fiercely dedicated team that focuses entirely on our customers, and they make the magic happen.”
Kipu’s Customer Support team goes through rigorous training when they join the company. Starting with Kipu Bootcamp, these employees are immersed into the industry, the language, the laws and then dive deep into the KipuEMR to become product experts.
“The role of our Customer Support team is to become a partner to the client,” says Jeffrey Fiorentino, CEO of KipuHealth. “We know that many of the centers we work with are low on resources, so we dig into our own resources and passion to serve our clients and make sure they’re using our EMR to its fullest potential.” Customer Support doesn’t stop at implementation. Kipu’s service includes upgrades, software customization, on-site visits and weekly continuing education webinars, all free of charge to the customer.
Hai Nguyen, Clinical Director for Los Angeles-based Avedis Recovery has experienced KipuHealth’s support first-hand. Nguyen, a seasoned addiction and behavioral health professional who has worked in this industry for several years has opened three companies, and always selects Kipu to be his EMR provider. “I’ve worked with other EMRs in the past, and the fact that I can get on the phone and speak to a human without waiting is a game changer for me.”
Nguyen noted that the energy and professionalism the Kipu staff has makes the difference. “You immediately get assigned a buddy, who stays with you during your journey. This team member gets to know you and your business so well, they are genuinely interested in the business needs, and very quickly, you develop a mutual trust and respect, which makes for a very effective relationship. There’s trust on both sides.”
Avedis Recovery is a non-residential alcohol and drug treatment program dedicated to providing a substance-free environment for the purpose of establishing quality, effective and non-residential services to adult men, women, and individuals within the spectrum of substance use disorders along with dual-diagnosis symptomology. Through carefully selected professionals who are committed to providing quality treatment and emphasizing relapse prevention, Avedis has specially curated programs to treat alcoholism, chemical dependency, the full spectrum of substance use disorders, and comorbid conditions such as anxiety, major depressive disorder, and other co-occurring disorders in relation to addiction-based modalities.
The KipuEMR is built in an , where the software development team focuses on being flexible and efficient and delivering quick rollouts to ensure client satisfaction. “We make sure we get it right from the beginning so that our client doesn’t experience an interruption in service,” added Fiorentino. In an agile environment, Kipu is able to quickly embrace changes in the marketplace and adapt to the client’s evolving needs.
As a user of the EMR, Nguyen finds the simplicity and the way the platform is formatted to be the key element. Nguyen says, “It has to be user-friendly and your staff needs to know how to use this. The KipuEMR allows people to try something and understand where along the way they may have made an error and forces the correction. It makes for a highly-efficient tool.”
KipuHealth is the leading enterprise software provider serving the substance use, mental health, and eating disorder communities with its suite of cloud-based products. The KipuEMR, a fully configurable electronic health record and integrated billing platform designed for — and within — the treatment community, is the largest and most widely implemented EMR solution for treatment, used daily by more than 80,000 users at more than 1,800 facilities worldwide. The is a companion platform that manages the entire patient life cycle from the very first call through admission, integrating call center, referral, and marketing campaign management. To read the latest news on Kipu, please visit and connect with us on: Facebook | Twitter | |
About Avedis Recovery
Avedis Recovery’s mission is to “guide you to the journey of recovery one day at a time”. Their philosophy first and foremost is to encourage patients to accept the reality that they have a problem and are in need of help. Through carefully selected professionals who are committed to providing quality treatment and emphasizing relapse prevention, Avedis has specially curated programs to treat alcoholism, chemical dependency, the full spectrum of substance use disorders, and comorbid conditions such as anxiety, major depressive disorder, and other co-occurring disorders in relation to addiction-based modalities. Connect with Avedis on Facebook and for the latest information.
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