We’re passionate about our customers
At Aprima, our passion for our customers drives our Customer Support excellence. Our clients continue to comment that we stand out from the crowd because our level of support is unmatched.
Our enthusiasm, together with our deep technical and industry experience, have earned us an outstanding reputation for prompt, effective responses to our clients’ needs. Our U.S.-based customer support reps have on average more than 16 years of healthcare and IT experience working as practice administrators, certified coders and nurses.
Aprima Support team averages more than 16 years of healthcare and IT support background.
Whether you have questions about using the system, seek an upgrade, or need technical assistance, we are here to assist you. We acknowledge all support requests and confirm all questions with a unique case number. Cases are tracked daily and worked in order of priority. If we can’t solve your case immediately, we’ll regularly update you on the progress of your case. You’ll also have online access to a real-time customer portal that allows you to check the status of your case at your convenience.
Regular customer support hours are weekdays 6 a.m. to 7 p.m. (CST), with after-hours emergency support also available for critical situations.
We offer four convenient ways to reach our support team:
Customers can open a case through our secure, HIPAA-compliant customer portal, which tracks and documents requests and allows direct communication with support staff. You have a real-time view into the status and progress of every support case your practice has ever logged.
Phone support is for urgent issues during regular business hours that require immediate attention. A live person will triage your call, and if all of our representatives are busy, a support representative will respond by phone or email within 30 minutes to let you know your case is being worked.
Emergency support is available after-hours and on weekends. Customers will be directed to on-call support for immediate assistance.
Ongoing Customer Training
We offer a variety of ongoing training options for our customers, including videos and a wealth of support materials and FAQs, which frequently help Aprima customers get the answers they need to non-urgent questions.
“I think the biggest fear I had, looking at the multitude of systems out there, was that we would be left on our own, lost and without help. Not one time since we purchased Aprima have I felt like I was all on my own.”- Michael Haghighi, MD, Haghighi Family & Sports Medicine