Why Speed Alone Is No Longer Enough For years, healthcare IT support organizations have measured success using a familiar set of metrics: ticket volume, call handle time, first-call resolution, and queue wait times. These indicators helped leaders ensure operational efficiency…
To download our case study, click here. Executive summary: This healthcare organization struggled with maintaining quality service levels on their Technical Service Desk. HCTec rebadged 17 of the system’s agents and has significantly improved Service Level Agreement (SLA) performance. Partner background:…
HCTec and UI Health Discuss The Evolution of the EHR Service Desk and Leveraging an Outside Provider with Healthcare IT Today UI Health, or the University of Illinois Hospital and Health Sciences System, sought to transition from their traditional help…
When thinking about the traditional service desk model, we imagine an office full of agents fielding incoming calls and re-directing users accordingly. As service desk needs have evolved over the years, we’ve found ways to improve key performance indicators such…
In 2019, UI Health began it's partnership with HCTec to enhance its healthcare IT services and better support its patient-centered mission. Seeking a partner that could help align their operations with a service-oriented vision, UI Health aimed to improve responsiveness…
Healthcare IT continues to evolve at a rapid pace, driven by technological advancements and the increasing focus on digital transformation from health system leadership. In 2017, our team wrote an article asking ‘How Prepared is Your IT Help Desk for…
In an era dominated by technological advancements, the healthcare industry is increasingly reliant on digital infrastructure to deliver efficient and effective patient care. However, with the benefits of technology come the risks, and one of the most insidious threats facing…
Clinicians Remain Overwhelmed, Overworked, and Burned Out. Improved EHR Help Desk Support Mitigates these Issues while Making a Positive Impact on Clinician Workflow and Patient Care. Among many well-documented pain points for clinicians is the complexity of dealing with electronic…
Health systems continue to face significant financial challenges as they contend with inflation, workforce issues, and low margins. The environment is forcing many to rethink operations, including IT. This article explores the benefits managed services providers offer to health systems…