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Service Desk Careers

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Healthcare technology is a rapidly growing field, and a perfect launch pad for your IT or customer service career. Our Service Desk Support team delivers great client experiences and fast, expert support for common hospital and patient IT challenges. At HCTec you will develop technical and client support skills you’ll use now and throughout your career.

Our Service Desk Support team provides 24/7 assistance for physicians, clinicians and hospital staff. We help “keep the lights on” for our partners so their in-house IT teams can focus on vital projects and system improvements.

As an HCTec Service Desk employee, you will receive training on hospital technology, electronic medical records, client workflows and the customer support skills needed for success. You’ll work with the latest technology and learn about healthcare systems across the nation.

At HCTec you will develop technical and client support skills you will use now and throughout your career.

Socially distanced cubicles with team members working.

HCTec’s Service Desk employees enjoy:

  • Full health and well-being benefits package for full-time employees
  • Paid Time Off
  • Day, Evening and Weekend shifts
  • Professional development programs focused on healthcare and service skills
  • Paid Community Volunteer hours
  • Rewards and Recognition
  • Events and Celebrations

“I’ve had continuous training in my role that’s helped me to be successful. I have amazing colleagues who I can depend on.”
– HCTec Service Desk Analyst

Two HCTec team members talking.

Service Desk Careers

All Service Desk Opportunities

Brentwood Full-Time Service Desk Analyst (Remote)

Apply now

Do you have a technical/IT acumen? Have you worked at a service desk?

Are you passionate about customer service?

What is the work?

  • Supporting hospital clients with basic IT customer service (portal navigation, password inquiries, etc.)
  • Providing great service with a great attitude and using problem solving skills to quickly address issues
  • We need extra support because hospitals are busy due to COVID-19 and patients need our support

What is the shift?

  • Variety of shifts available (40 hour work weeks) Every other weekend and holidays required. 

What are the technology requirements?

  • Private work space
  • Stable high-speed internet connection
  • Personal computer
  • HCTec will provide an access point for our network (we’ll either ship to you or you can pick up from Brentwood or Hohenwald office)

Qualifications

  • Basic technical competencies
  • Strong customer service
  • Contingent on passing background check & drug screen
  • Paid training provided
View Job Description

Epic Ambulatory Application Coordinator (Remote)

Apply now

**Epic Ambulatory Certification Required**

**Additional Certifications Preferred (Beacon, MyChart, Phoenix, Care Everywhere, Ortho, Healthy Planet, Referrals, Welcome, Research)**

Experience with Community Connect, Haiku, Canto, EpicCare Link, Nurse Triage a plus



Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Epic Ambulatory/Cadence Instructional Designer/Trainer (Remote)

Apply now

**MUST BE LOCAL TO PORTLAND, OREGON OR WILLING TO RELOCATE

**Epic Ambulatory and Cadence Training Experience Required

Additional Training Experience Preferred (Beacon, MyChart, Phoenix, Care Everywhere, Ortho, Healthy Planet, Referrals, Welcome, Research, Grand Central, ASAP)**

Experience with Community Connect, Haiku, Canto, EpicCare Link, Nurse Triage a plus

MUST be within driving distance of Portland, OR

Job Details:

  • Epic Ambulatory/Cadence Instructional Designer/PT/CT
  • Seeking an Ambulatory/Cadence Trainer who has an in-depth understanding of the Epic application in order to perform design, build and test.
  • Will build and maintain the training environment and ensure the training environment is in-sync with the testing environment.
  • Will create and maintain accurate lesson plans and training material based on the most current version and configuration of the applications.
View Job Description

Epic MyChart Application Coordinator (Remote)

Apply now

**Epic MyChart Certification Required**

**Additional Certifications Preferred (Beacon, Ambulatory, Phoenix, Care Everywhere, Ortho, Healthy Planet, Referrals, Welcome, Research)**

Experience with Community Connect, Haiku, Canto, EpicCare Link, Nurse Triage a plus



Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

  • Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
  • Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

  • Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
  • Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
  • Develop and maintain detailed documentation on system configurations and technical components.
  • Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

  • Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
  • Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
  • Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.
View Job Description

Full-Time Service Desk Analyst (Hohenwald, TN)

Apply now

Do you have a technical/IT acumen? Have you worked at a service desk?

Are you passionate about customer service?

What is the work?

  • Supporting hospital clients with basic IT customer service (portal navigation, password      inquiries, etc.)
  • Providing great service with a great attitude and using problem solving skills to quickly address issues
  • We need extra support because hospitals are busy due to COVID-19 and patients need our support

What is the shift?

  • Variety of shifts available

    What are the technology requirements?

    • Private work space
    • Stable high-speed internet connection
    • Personal computer
    • HCTec will provide an access point for our network (we’ll either ship to you or you can pick up from Brentwood or Hohenwald office)

    Qualifications

    • Basic technical competencies
    • Strong customer service
    • Contingent on passing background check & drug screen
    • Paid training provided
    View Job Description

    IT Call Center Analyst II (Winston-salem, NC)

    Apply now

    MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

    Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. 

    ESSENTIAL RESPONSIBILITIES

    ·   Interact with customers to provide and process information in response to inquiries, concerns, and requests

    ·   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

    ·   Deliver service and support to end-users, including via remote connection or over the Internet

    ·   Research required information using available resources

    ·      Follow standard processes and procedures

    ·      Accurately process and record call transactions using a computer and designated tracking software

    ·      Organize ideas and communicate oral messages appropriate to listeners and situations

    ·      Follow up and make scheduled call backs to customers where necessary

    ·      Stay current with system information, changes and update

    ·      Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

    ·      Follows proper escalation procedures as defined by management

    ·      Ensure customers receive prompt, accurate and courteous service

    REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

    ·      Proper phone etiquette and effective listening skills

    ·      Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

    ·      Knowledge of customer service principles and practices

    ·      Medical/clinical terminology is preferred, but not required

    ·      Must be able to sit for long periods of time

    ·      Position requires use of headset/microphone

    ·      Experience supporting software computer applications and equipment from a helpdesk environment

    ·      Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

    ·      Experience with mobile device support (iPhone, Android, Windows Mobile)

    ·      Must be a team player and build good working relationships across all functions

    ·      Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

    ·      Need to be flexible, adaptable, and possess creative problem-solving skills

    ·      5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

    Additional

    ·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

    View Job Description

    IT Call Center Analyst II (Waukesha, WI)

    Apply now

    MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

    Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. 

    ESSENTIAL RESPONSIBILITIES

    ·   Interact with customers to provide and process information in response to inquiries, concerns, and requests

    ·   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

    ·   Deliver service and support to end-users, including via remote connection or over the Internet

    ·   Research required information using available resources

    ·   Follow standard processes and procedures

    ·      Accurately process and record call transactions using a computer and designated tracking software

    ·      Organize ideas and communicate oral messages appropriate to listeners and situations

    ·      Follow up and make scheduled call backs to customers where necessary

    ·      Stay current with system information, changes and update

    ·      Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

    ·      Follows proper escalation procedures as defined by management

    ·      Ensure customers receive prompt, accurate and courteous service

    REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

    ·      Proper phone etiquette and effective listening skills

    ·      Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

    ·      Knowledge of customer service principles and practices

    ·      Medical/clinical terminology is preferred, but not required

    ·      Must be able to sit for long periods of time

    ·      Position requires use of headset/microphone

    ·      Experience supporting software computer applications and equipment from a helpdesk environment

    ·      Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

    ·      Experience with mobile device support (iPhone, Android, Windows Mobile)

    ·      Must be a team player and build good working relationships across all functions

    ·      Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

    ·      Need to be flexible, adaptable, and possess creative problem-solving skills

    ·      5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

    Additional

    ·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

    View Job Description

    IT Call Center Analyst II (3rd/Night Shift) (Winston-salem, NC)

    Apply now

    MUST BE LOCAL TO Winston-Salem, NC

    Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. 

    3rd Shift - Nights and Weekends, typically Thurs-Sun 9 pm - 7 am

    ESSENTIAL RESPONSIBILITIES

    ·   Interact with customers to provide and process information in response to inquiries, concerns, and requests

    ·   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

    ·   Deliver service and support to end-users, including via remote connection or over the Internet

    ·   Research required information using available resources

    ·   Follow standard processes and procedures

    ·   Accurately process and record call transactions using a computer and designated tracking software

    ·   Organize ideas and communicate oral messages appropriate to listeners and situations

    ·      Follow up and make scheduled call backs to customers where necessary

    ·      Stay current with system information, changes and update

    ·      Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

    ·      Follows proper escalation procedures as defined by management

    ·      Ensure customers receive prompt, accurate and courteous service

    REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

    ·      Proper phone etiquette and effective listening skills

    ·      Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

    ·      Knowledge of customer service principles and practices

    ·      Medical/clinical terminology is preferred, but not required

    ·      Must be able to sit for long periods of time

    ·      Position requires use of headset/microphone

    ·      Experience supporting software computer applications and equipment from a helpdesk environment

    ·      Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

    ·      Experience with mobile device support (iPhone, Android, Windows Mobile)

    ·      Must be a team player and build good working relationships across all functions

    ·      Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

    ·      Need to be flexible, adaptable, and possess creative problem-solving skills

    ·      5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

    Additional

    ·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

    View Job Description

    IT Support Analyst (Winston-salem, NC)

    Apply now

    POSITION SUMMARY

    The IT Support Analyst is responsible for providing timely and enthusiastic remote helpdesk and occasional onsite support for HCTec’s comprehensive managed services clients. This role will also provide IT support for all HCTec’s internal IT needs. IT support will consist of handling customer and employee queries, troubleshooting and diagnosing IT issues.

    Customer Service and Communication skills are a must and critical to the success of this role. This candidate will be expected to be able to work both independently and as part of a team and be able to adapt to new technologies and environments – all within a structure that is extremely fast-paced and demanding. Organizational skills are critical to handle the prioritization of workload while simultaneously being able to effectively manage customer expectations to ensure 100% satisfaction. The candidate serves as the face of HCTec to its customers and therefore must hold themselves to the highest ethical and professional standards. This position will report to the firm’s Vice President of Technical Services.

    ESSENTIAL FUNCTIONS and RESPONSIBILITIES: To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation. • Review and Resolve IT Helpdesk Requests o This is the customer service portion of the job. IT Support Analysts are the “face” of the helpdesk. If someone from another department needs IT, it is IT Support Analysts who answer the call. This duty takes patience and good communication skills. o Must be able to set appropriate expectations for walk up requests that may be initiated while on-site at a client location o Follows through with users whose issues are not closed on initial contact – which may include additional communication to the user, a supervisor, or other support areas within the team o Documents all calls and ticket information and updates as information becomes available via the HCTec ticketing system. o Ensure customers receive prompt, accurate and courteous service • Allocation and Maintenance of IT Equipment o IT Support Analysts are responsible for setting up all hardware and ensuring said hardware is connected to the network and working properly. It is the IT Support Analysts responsibility to issue this equipment, as well as diagnose and repair any malfunctions. o Setup new computers and users along with basic user training o Perform VOIP troubleshooting and setup • Diagnose Hardware and Software Issues o When something goes wrong, it is the IT Support Analysts who are the first line of defense. They are responsible for performing an initial diagnosis of the issue and documenting their findings. Then, they formulate and execute a strategy to fix the issue. • Prioritize and Escalate Issues as Necessary o Some issues are more pressing than others. It is up to IT Support Analysts to prioritize issues based on severity and immediacy and follow proper escalation procedures if necessary.

    ADDITIONAL INFORMATION:

    Customer Focus

    • Position serves both internal co-workers and HCTec Comprehensive Managed Services Clients

    Confidentiality:

    • Access to and/or works with sensitive and/or confidential information.

    REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

    • Microsoft Certified Professional (MCP) or A+ Certified, preferred

    • Experience with Microsoft (SQL Server, Exchange, Active Directory), Citrix, SonicWALL, Cisco, Meraki and VMware technologies

    • Minimum of two (2) years customer service experience

    • Significant experience configuring, maintaining, and troubleshooting all versions of Microsoft Windows operating system

    • Office 365 Management

    • Basic networking skills with experience in DNS, DHCP, Switching/Routing, and wireless technologies

    • Experience with mobile device support (iPhone, Android, Windows Mobile)

    • Must be a team player and build good working relationships across all functions

    • Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

    • Need to be flexible, adaptable, and possess creative problem-solving skills

    • Must demonstrate strong written and verbal communication

    • Ability to work late shift and/or on-call rotation

    • Ability to bend, stoop & carry at least 50lbs

    • Insurable driving record, current driver license and reliable transportation

    • 2 Year Associates or Bachelor’s degree in Information Technology or 3 years’ equivalent experience is required.

    View Job Description

    MyChart/Healthcare IT Call Center Analyst I (Winston-salem, NC)

    Apply now

    MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

    Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. 

    ESSENTIAL RESPONSIBILITIES

    ·   Interact with customers to provide and process information in response to inquiries, concerns, and requests

    ·   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

    ·   Deliver service and support to end-users, including via remote connection or over the Internet

    ·      Research required information using available resources

    ·      Follow standard processes and procedures

    ·      Accurately process and record call transactions using a computer and designated tracking software

    ·      Organize ideas and communicate oral messages appropriate to listeners and situations

    ·      Follow up and make scheduled call backs to customers where necessary

    ·      Stay current with system information, changes and update

    ·      Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

    ·      Follows proper escalation procedures as defined by management

    ·      Ensure customers receive prompt, accurate and courteous service

    PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

    ·      Proper phone etiquette and effective listening skills

    ·      Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

    ·      Knowledge of customer service principles and practices

    ·      Medical/clinical terminology is preferred, but not required

    ·      Must be able to sit for long periods of time

    ·      Position requires use of headset/microphone

    ·      Experience supporting software computer applications and equipment from a helpdesk environment

    ·      Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

    ·      Experience with mobile device support (iPhone, Android, Windows Mobile)

    ·      Must be a team player and build good working relationships across all functions

    ·      Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

    ·      Need to be flexible, adaptable, and possess creative problem-solving skills

    ·      1 - 5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

    Additional

    ·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

    View Job Description

    MyChart/Healthcare IT Call Center Analyst I (Waukesha, WI)

    Apply now

    MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

    Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role. 

    ESSENTIAL RESPONSIBILITIES

    ·   Interact with customers to provide and process information in response to inquiries, concerns, and requests

    ·   Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

    ·   Deliver service and support to end-users, including via remote connection or over the Internet

    ·   Research required information using available resources

    ·      Follow standard processes and procedures

    ·      Accurately process and record call transactions using a computer and designated tracking software

    ·      Organize ideas and communicate oral messages appropriate to listeners and situations

    ·      Follow up and make scheduled call backs to customers where necessary

    ·      Stay current with system information, changes and update

    ·      Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system

    ·      Follows proper escalation procedures as defined by management

    ·      Ensure customers receive prompt, accurate and courteous service

    PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

    ·      Proper phone etiquette and effective listening skills

    ·      Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

    ·      Knowledge of customer service principles and practices

    ·      Medical/clinical terminology is preferred, but not required

    ·      Must be able to sit for long periods of time

    ·      Position requires use of headset/microphone

    ·      Experience supporting software computer applications and equipment from a helpdesk environment

    ·      Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

    ·      Experience with mobile device support (iPhone, Android, Windows Mobile)

    ·      Must be a team player and build good working relationships across all functions

    ·      Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus

    ·      Need to be flexible, adaptable, and possess creative problem-solving skills

    ·      1 - 5 years’ experience in the Information Technology field or 2 year Associates degree in IT or Healthcare Informatics or equivalent is required.

    Additional

    ·      Social distancing in place, hand sanitizer and sanitation wipes located throughout office. Masks provided (if vaccinated, it is a choice to not wear a mask)

    View Job Description

    Service Desk Supervisor (Brentwood Or Hohenwald, TN)

    Apply now

    Do you have supervisory experience in a call center or similar type of environment? 

    Do you have a technical acumen?

    Day shift and must be available to work weekends as necessary.

    Must live in Brentwood and/or Hohenwald TN or be willing to commute to one of the offices

    Join our Team

    HCTec's Managed Services' Team provides Tier I/Help Desk and Tier II Application Support Managed Services to clinicians, patients, admin staff, and students  at many of the largest and most respected healthcare providers in the country. We are currently seeking a Service Desk Supervisor to join our location at either our Hohenwald, TN or Brentwood, TN Service Centers. You must be able to work onsite at either location during day shift hours. HCTec Service Centers support our healthcare clients via phone support, live chat sessions, and email to troubleshoot technical issues for end users. Your role will be to provide supervision and support to your designated team members. 

    What You'll Be Doing

    The main responsibility of the Supervisor is to supervisor, develop, and guide service desk analysts to ensure their ability to provide outstanding customer service and execute tasks effectively. You will be working closely with your peer supervisors organizing and supervising the staff and daily activities of the service center to help ensure that Service Level Agreements (SLAs) are being met. 

    What We're Looking For

    • 2+ years' relevant Supervisory experience (Call Center, Service Center, and/or Help Desk, preferred) 
    • Technical acumen
    • Passion for and responsibility to the customer with proven experience; communicates effectively both oral & written
    • Active listeners
    • Problem solvers
    • Multi-taskers; ability to work in a fast-paced environment

    Ideal: 

    • Experience working in a healthcare environment

    • Experience with EMR (Cerner or Epic, preferred)

    Education: Completion of two-year community college/vocational/technical school or comparable relevant experience, ; Bachelor’s degree preferred

    What's In It For You

    • Making a difference in the lives of healthcare professionals. 
    • Opportunity to learn and advance in a high growth organization
    • Full benefits' package, including medical, dental, 401(k) and many more! (even pet insurance!)
    • Paid time off and holidays!
    • Fun culture!
    • Learning environment!
    • Opportunity to work with premier healthcare institutions!

    View Job Description

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