Executive Summary:
HCTec partnered with an ambulatory managed service organization to provide IT support for the organization’s 73 ambulatory multi-specialty care clinics across multiple states, including end-user device management and support (laptops, desktops, tablets, printers, telephones) and network infrastructure support.
Partner background:
This is a managed service organization enables clinical teams and providers across technology, services, people, and workflows to optimize clinics for the benefit of the whole community.
Business challenges:
The managed service organization acquired 60 clinics in 2024, expanding its footprint from multiple states.
The transitions services agreement with the prior clinic help desk was only active for 90 days post-divestiture. The previous help desk IT services provider was unable to scale to support their expanded scope of operations. With concerns about the potential disruption to clinical services if IT support was not available, they turned to HCTec for help.
Objectives:
HCTec partnered with the managed service organization to:
- Provide remote and on-site IT support.
- Acknowledge all tickets created in our ITSM system and resolve them as quickly as possible.
- Improve and standardize the technology used in all ambulatory clinics.
- Onboard all clinics within the timeline set by the organization.
Solution provided:
To learn how HCTec’s multi-tiered solution helped this organization, download the full case study here.
“I can’t accurately type the amount of time/effort/problem-solving that has gotten us to this point, but it is not lost on the organization and the lift that you all carried in this. Mellen, Alex, Matt Brittain, and everyone surrounding the project deserve all the kudos for getting us to this point.” — V.P., Technology