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Computer glitches can bring a busy caregiver's work to a frustrating halt. Fortunately, for staff at UMass Memorial – HealthAlliance Hospital, Dan Breheney is at the Help Desk, ready to handle any technical support issue that comes his way. "People can feel embarrassed to call because they think they did something wrong to the computer," Dan said. "I try to put them at ease right away by saying, 'Don't worry about it. I have this problem myself.' Then we troubleshoot the problem together."
Dan's colleagues report, "There is a sense of calm when Dan answers the phone. He is always patient and customer focused, genuinely wanting to understand your question to help resolve the problem. Even when calling for the tenth time, Dan always makes you feel like you are the priority in that moment."
Dan says his department supports 200+ software programs used on desktop computers, laptop computers, tablets, and smartphones. They're also responsible for maintenance of the hospital's information system, including the wireless network, which connects patient vital signs monitors to medical records and provides wireless web access (Wi-Fi) to patients and visitors.
Helping his fellow caregivers do their jobs is why Dan comes to work every day. "My mother had multiple sclerosis when I was a child, and she was in and out of the hospital," Dan said. "When I got out of school for computer information systems, I thought, 'Here's a way I can help ease tensions in the hospital by working on the Help Desk.'" His goal is to not only resolve tech support issues, but to teach users how to resolve those problems themselves. "This changes their whole demeanor," Dan said. "It helps them be calmer, which helps the patients."
Dan joined HealthAlliance Hospital in 2011 and is based at the Leominster Campus. He works hard behind the scenes, making sure doctors, nurses, and other hospital staff can focus on what they do best—caring for patients. His greatest compliment? "When someone calls the Help Desk and asks for me by name. Then I know I've done my job right."