Healthcare · single internal IT director
Co-Managed HIPAA Environment
A co-managed model dropped helpdesk resolution times 75% and let an overwhelmed internal IT director launch a new EMR three weeks ahead of schedule.
The Challenge
A single internal IT director was drowning in daily helpdesk tickets and 24/7 monitoring duty, leaving no time for a strategic EMR software upgrade the practice urgently needed.
The Solution
Northgate deployed a co-managed model, assuming Tier 1 and Tier 2 support and 24/7 monitoring under HIPAA-aligned controls, while the internal director kept ownership of strategy and vendor relationships.
The Result
With the ticket queue and overnight monitoring handled, the internal IT director recovered the time to run the project that mattered - and launched the new EMR system three weeks ahead of schedule, with helpdesk resolution times down 75% across the practice.
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