Customer support
Support that answers, from people who know your account
Existing clients get a named account manager, a real support line and published response targets, not a ticket queue and a hope.
Platform outage or urgent issue
Call the support line directly during support hours, Monday to Friday, 8 a.m. to 8 p.m. ET.
(609) 428-8307General support request
Email our support team with your organization name and a description of the issue.
support@healthcaresbc.comBilling or revenue cycle question
Your named account manager is the fastest path for anything claim- or A/R-related.
Contact your account managerResponse targets
| Priority | Definition | Target response | Coverage |
|---|---|---|---|
| P1: Critical | Platform unavailable or patient care directly impacted | 1 business hour | 8 a.m. to 8 p.m. ET |
| P2: High | Major function degraded with no workaround | 4 business hours | 8 a.m. to 8 p.m. ET |
| P3: Normal | Function impaired with a viable workaround | 1 business day | 8 a.m. to 8 p.m. ET |
| P4: Low | Question, enhancement request or documentation | 2 business days | 8 a.m. to 8 p.m. ET |
FAQ
Support questions questions
- What are your support hours?
- Support runs Monday through Friday, 8 a.m. to 8 p.m. Eastern. Every priority level, including critical platform issues, is covered inside that window.
- How do I reach my account manager?
- Every client organization is assigned a named account manager whose direct contact details are provided at implementation and listed inside the platform under Support. They are the fastest path for revenue cycle and billing questions.
- Do you charge for support?
- No. Support is included in your platform licensing and service fees. We do not bill for support calls, and we do not gate response times behind a premium tier.
- How do I report a security concern?
- Email our security team immediately at the support address with 'SECURITY' in the subject line, or call the support line and ask to escalate to the security on-call. Security reports are triaged ahead of every other queue during support hours, Monday to Friday, 8 a.m. to 8 p.m. ET.