The Innovation Support Center (ISC) is the centralized hub that delivers comprehensive operational, technical, and implementation support for digital health and virtual care initiatives across MedStar Health. Through its integrated structure, the ISC combines on-site and virtual capabilities to ensure consistent, scalable, and high-quality support.

The ground team, embedded within hospitals across the system, works side-by-side with clinical care teams to provide hands-on assistance, workflow coordination, and practical, patient-centered support for the successful adoption of innovative solutions. The satellite team extends this impact virtually, monitoring systems, managing tickets, identifying trends, and delivering agile, enterprise-wide support to providers, staff, and patients.

Together, these teams enable the ISC to anticipate needs, resolve challenges, and ensure the effective, sustainable, and measurable implementation of new technologies and care models; advancing MedStar’s commitment to innovation, excellence, and compassionate care.

· Contact the ISC at 888-805-4551 or telehealthsupport@medstar.net.

· Satellite Team: 7 days/week, 8:00 AM – 8:00 PM EST

· Ground Team: 7 days/week, standard clinical hours 8:00 AM – 4:30 PM EST (MMMC available 24/7)

You should contact the Innovation Support Center (ISC) whenever you need support with digital health or virtual care solutions. This includes troubleshooting telehealth platforms, requesting assistance with device setup or workflows, reporting system issues or outages, getting guidance on innovation deployments, or accessing knowledge resources and best practices.

The ISC is your central point of contact for both on-site and remote support, ensuring timely resolution, consistent communication, and reliable assistance for providers, patients, and care teams across MedStar Health.

Start with basic troubleshooting:

· Confirm that camera and microphone permissions are enabled

· Check your internet connection

· Refresh your browser or restart your device

· Try using a different browser (Chrome or Edge) or switch devices

· Test your connection using the connection test tool

If the issue persists, immediately contact the ISC at 888-805-4551 or telehealthsupport@medstar.net for escalation

Contact the Help Desk at 877-777-8787 for:

· Resetting your Single Sign-On (SSO) password for the telehealth platform

· Hardware issues with telehealth devices (damage, replacement, etc)

· Problems with other clinical applications or software (MedConnect, FirstNet, etc)

Ensure you have platform access; submit an access request through Identity IQ if needed or contact the ISC with questions about access types. Log in by selecting ‘Launch Video’ from MedConnect or using the direct link: https://app.evisit.com and follow any department-specific workflows.

· Confirm patient contact information

· Send the session link in advance

· Test your audio and video setup

· Review the patient’s chart

Use only MedStar-approved HIPAA-compliant platforms (Bluestream; Doximity as backup). The Telehealth Hub and ISC SharePoint has everything you need: platform list, billing guidance, credentialing requirements, training materials, tip sheets, workflow refreshers, group training requests, and updates. Add translators via the platform’s invite/multi-party feature. Submit feedback or improvement ideas through the ISC SharePoint form.