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5 February 2025

Helpdesk hero speaks out Susan Ott

At Stichting Helpdesk Digitale Zorg we have a section in which colleagues talk about their experiences at the helpdesk, the challenges they encounter and the ways in which they want to develop. One of them is Susan Ott, working as a PGO expert. Thanks to her background in the private banking sector, she can understand the needs of users well and translate them into solutions in digital care. In this blog Susan shares her experiences.

From banking to digital care
During one of my client conversations at the bank, I was asked for support in using the digital banking environment. Coincidentally, I was talking to the founder of the Foundation at that moment. Her story, mission and the social impact of the Foundation immediately inspired me. We kept in touch and what started as a coffee moment eventually led to a contract.

I love contributing to an organization that really means something to society. In my role as a PGO expert, I can use my experience with customer-oriented work to support users and healthcare providers in using a PGO. The great thing is that you don't need a medical background to make a difference here. Many of my colleagues come from very different sectors, such as IT, communication or administration. Everyone contributes in their own way from a unique expertise.

A job with social impact
The work as a PGO expert is very varied. I get energy from answering questions and supporting citizens and healthcare providers in using PGOs. For example, we currently receive many questions about how people can use a PGO or how certain functions work. I like to respond to this.

In addition, I find it valuable to support my colleagues and inform them about changes surrounding PGOs. In this way, together we ensure that we continue to offer the best possible support to users and remove barriers for people who need help and information.

A strong team
In my work I have a lot of contact with different people, both inside and outside the organization. It is important to be well informed about what is going on. Internally I regularly spar with colleagues about new developments and how we can better respond to questions. If adjustments are needed in the work processes, I take care of that.

Externally, I have conversations with organizations to gain insight into the needs of users. These organizations have a clear picture of what support is needed through their contact with patients and clients. By working together and sharing information, we as a team remain well-informed and can help users increasingly better.

Switch quickly and communicate clearly
As a PGO expert, you need to be able to switch quickly and tell your story well, whether it is answering questions, consulting with colleagues or conversations with external parties. It is precisely this versatility that makes my job so challenging and fun. By listening carefully and providing clear explanations, we contribute together to a better digital care experience.

Want to know more?
Do you have any questions or would you like more information? Please contact us by email at info@helpdeskdigitalezorg.nl or by phone at 085 – 1304 575. Our team is available every working day from 08:00 to 18:00.