The Challenge
Healthcare organizations today face significant hurdles, including unpredictable IT expenses, knowledge gaps in technology solutions, and a persistent backlog of service requests that hinder modernization efforts. Traditional support models often result in staff shortages and conflicting project priorities, leaving teams overwhelmed.
Our Solution
HPG offers a comprehensive Managed Services model designed to extend your IT department’s capabilities. Our expert resources, with an average of over 17 years of experience, provide stability and optimization for your EHR environment. We deliver predictable, fixed monthly fees to eliminate financial uncertainty while ensuring your systems are maintained at peak performance.
Key Benefits
- 24/7/365 Support: Continuous monitoring and rapid incident resolution to minimize disruptions.
- Cost Efficiency: A scalable, fixed-fee structure that reduces internal staffing requirements and training expenses.
- Expert Resources: Access to senior-level consultants who understand both the system and your clinical workflow.
- Seamless Integration: Adoption of your change control policies and direct work within your ticketing systems.
Comprehensive Managed Service Offerings
Tiered Support Model
- Tier 1 – Help Desk: White-glove first-contact resolution with warm transfers to specialists.
- Tier 2 – Application Management: Configuration, optimization, and proactive monitoring by seasoned analysts.
- Tier 3 – Technical Support: Deep root-cause diagnostics and liaison with vendor engineering.
Core Management Functions
- Incident & Problem Management: Identification, tracking, and resolution of issues using ITIL-aligned frameworks.
- Change & Domain Management: Standardized procedures for change requests and regularly scheduled domain events.
- Service Request Support: Management of break/fix, upgrades, testing, and clinical mentoring.
Responsive IT Support & Help Desk
We’re committed to minimizing disruptions with 24x7x365 event monitoring. Reach out to us today to discover how we can optimize your IT operations.