The Advance Line Medical Support Team

A conversation with Advance Line Medical Support Team member Pushpendra  Sachan.

Our Indian DC-based Support Team works side-by-side with our Development and Quality Assurance Teams. This proximity allows us to work more effectively and efficiently on support issues that arise. Support is always eager to help clients with questions or issues they encounter, 24/7. To dive a little deeper into what it’s really like to work on our Support Team, we asked one of our Product Analysts, Pushpendra Sachan, to give hisr take on a day in the life of Advance Line Medical Support.

Mr. Sachan, what’s it like to work on the Advance Line Medical Support Team?

Our support team encompasses skilled professionals with unique personalities and backgrounds that set them apart from one another. Each person offers a personal connection that strengthens the relationship our clients have with our products. They take time creating a unique and unforgettable client experience every day.

As you can imagine, the list doesn’t stop there. With our ‘all hands on deck approach’ we love bouncing ideas off of one another and enjoy the casual, fun office environment that Advance Line Medical promotes. Often times, when clients call us with questions and concerns, we like to think of ourselves as Computer Mechanics (who I secretly refer to as Computer Doctors). We prove, we analyze, we isolate and then we resolve the issue. However, the most exciting part of it all, are the smiles and grins that we can hear beaming from our client when they say “Thank You”.

What’s a challenging aspect to working on the Advance Line Medical Support Team?

A challenging but rewarding aspect of working on Support is the need to explain often complex features in easily understood and memorable terms. It’s one thing to know our products inside and out (as all members of our Support Team do) but it’s entirely different matter to quickly convey this knowledge to a new SimCapture or LiveCapture user in terms more familiar to them. A good example is how I might explain to a new client what a SimCapture evaluation is in the context of an OSCE. We often try to use metaphors or physical objects to make the software relationships more tangible:

Process of Advance line Medical

“Evaluation is your test, the scenario is the folder that your test goes into, and courses in the drawer that you add your folder to.”

“You will start with your smallest item by adding questions to your evaluation or “test” and build upwards towards filing the test in that course “drawer”. After you have added questions to your evaluation, you will want to add your evaluation to a scenario “folder”. This folder will also hold information about the exam flow, which will allow you to choose the order of evaluation events. The exam flow is basically your workflow organizer. For example, your exam can be set in the order of Honor code, then advance to Door Note, then advance to Evaluation, so on and so forth. Once you have created your Scenario “folder”, you’ll create your course “drawer”. Once this evaluation, scenario, and course structure is in place, you may then assign this curriculum to learners and educators belonging to your SimCapture solution.”

“Be sure your course is set to “Active” when you start your session for the first time. If it’s in development, you won’t see it. On the bright side, this last step prevents you from accidentally releasing incomplete curriculum to your users.”