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    Health Quest Billing – Support Policy

     
     
     

    Purpose

     
    This Support Policy is designed to outline the procedures and guidelines for providing assistance and support. We are dedicated to assisting and supporting the users of the Health Quest Billing website. This policy aims to effectively communicate updates and resolve issues to ensure a positive user experience for all clients and stakeholders.
     

    Scope

     
    The scope of this Support Policy applies to all our clients, including hospitals, clinics, and other healthcare providers that utilize our medical billing services.
     

    Support Contact Details

     
    Our users can reach out to Health Quest Billing support through the following channels:
     

    • Customer Support Email: support@healthquestbilling.com
    • Phone Support: (415) 508-6537

     

    Support Hours

     
    Our support services are available during regular business hours, excluding public holidays. Emergency support may be available after hours. The contact information for emergency support will be communicated separately.
     

    Hours of Operation

     
    The standard hours of operation at Health Quest Billing are 8:00am – 8:00pm EST on normal business days. Our support is closed for company holidays, listed below.
     

    Company Holidays

     

    • New Year’s Day
    • Martin Luther King Day
    • Memorial Day
    • Juneteenth
    • 4th of July
    • Labor Day
    • Thanksgiving
    • Christmas

     
    If the holiday falls on a Saturday, it is observed on the Friday preceding. If the holiday falls on a Sunday, it is observed on the following Monday.
     

    Types of Support

     
    Health Quest Billing provides four types of support to its users:
     

    • Technical Support: We provide technical support for issues related to the use of our Health Quest Billing website and associated services.
    • Billing Support: We provide billing support to resolve inquiries related to billing processes. This may include invoices, financial transactions, and other billing materials.
    • User Guidance: We provide guidance and training to our users related to the use of our Health Quest Billing website.
    • Issue Resolution: We can also identify and resolve issues reported by our users in a timely manner.

     

    Support Response Time

     
    Health Quest Billing is committed to providing timely responses to any queries and issues of our users. The response time for each support category may vary as follows:
     

    • Technical Support: We are committed to responding to any technical support query or issue within 24 hours.
    • Billing Support: We are committed to responding to any billing support query or issue within 48 hours.
    • User Guidance: We are committed to responding to any user guidance query or issue within 72 hours.
    • Issue Resolution: We are committed to resolving any user issue as per its severity and nature.

     

    User Responsibilities

     
    Our users are expected to provide their accurate details and cooperate with our support team to ensure prompt issue resolution. Any changes in their contact information should be promptly communicated to ensure effective communication.
     

    Maintenance Schedule

     
    Scheduled maintenance activities will be communicated in advance through the Health Quest Billing website and other relevant channels.
     

    Feedback and Improvement

     
    We welcome valuable feedback from our users to continuously improve our support services. Our users are encouraged to provide their feedback through our Contact Us forms.
     
    This Support Policy is subject to periodic review and updates. We will notify our users of any changes in the support policy through the Health Quest Billing website and other communication channels.