HCTec

08/27/2026

We recently asked our partners to rate us… Here’s what they said.

“Feels like an extension of our organization.”
“The team is always available when we need them.”
“Deep understanding of our applications."
“Candidates consistently meet our requirements.”
“Very responsive and easy to work with.”

These aren’t marketing claims. They’re direct quotes from HCTec’s 2026 Voice of Customer Report, a survey conducted by an independent customer experience research firm that asked our partners to rate us across every service line.

Across managed services, service desk, and staffing, our partners consistently cited the same themes—ease of doing business, strong communication, responsive teams, and trusted partnerships.

At HCTec, we measure success by one standard: the experience of the partners who trust us with their healthcare IT operations. If you’re ready to experience the difference of partnering with a healthcare-native IT partner, let’s talk.

08/26/2026

From long wait times and language barriers to being bounced between agents, when IT support falls short, clinicians feel it… and so do their patients.

That's why more health systems are weighing where and how their support is staffed. We want to know: how important is 100% U.S.-based support to your organization?

1. Non-negotiable
2. Strongly preferred
3. Nice to have
4. Not a factor

Put your answer in the comments!

To learn more about HCTec’s managed services with 100% U.S.-based support, visit hctec.com/managed-services/service-desk/.

HCTec’s 24x7x365 General IT Service Desk delivers consistent, responsive support that improves end-user satisfaction while controlling costs. Our innovative AI-enabled service desk capabilities equip agents with real-time prompts, knowledge, and automated workflows, reducing after-call work and al...

08/24/2026

Meet Diane H. 👋 For nearly two decades, Diane H. cared for patients directly. Today, she continues to make an impact on patient care, just from a different place.

As a Service Desk Tier 2 Epic Ambulatory/MyChart Application Analyst at HCTec, Diane works behind the scenes to support the providers and clinicians who depend on their electronic health record technology every day.

From resolving immediate issues to investigating complex workflows and supporting EHR programming and optimization, Diane's focus remains the same as it was during her years of direct patient care: helping healthcare professionals have the tools they need to focus on their patients.

She also collaborates closely with Epic application analysts, Clinical Informaticists, and other healthcare IT professionals to resolve issues, implement updates, and continually improve the end-user experience.

“My objective is to get providers and clinicians the tools they need to focus on taking care of the patient.”

Diane's story is a great example of HCTec's Purpose in Action. Improving the health of the communities our partners serve doesn't always happen at the bedside. Sometimes, it happens behind the scenes by making healthcare technology work better for the people who rely on it.

Thank you, Diane, for bringing your clinical experience, technical expertise, and commitment to patient care to HCTec.

08/19/2026

For decades, service desk quality has been measured by sampling. A supervisor listens to a handful of calls—maybe 1 to 3% of everything that comes through—and that small slice stands in for the whole operation.

But think about what that means in a hospital. If you’re only looking at 1% of interactions, you’re missing almost everything—the call that technically got resolved but left the nurse more confused, the verification step an agent skipped, the same issue that keeps coming back because nobody caught the pattern.

The scorecards look fine. The actual experience is a different story.

This is where HCTec’s AI-powered agent assist and AI-driven quality monitoring comes in. Instead of spot-checking, it can review every interaction, from flagging compliance gaps and picking up on how the clinician actually felt to catching trends while they’re still small enough to fix. And mid-call, it can quietly hand the agent the right answer at the right moment.

None of that replaces the person on the phone. It just clears the busywork out of the way so they can do the part that matters—helping a stressed-out clinician get back to their patient.

If you’re ready to support your organization with our AI-powered service desk, send us a DM and let’s talk.

08/18/2026

Great night at the recent HIMSS - Tennessee Chapter Summer Reception!

HCTec’s Michael Preston and Michael Newkirk enjoyed connecting with Nashville’s healthcare IT community at Nelson’s Green Brier Distillery.

Thank you to TN HIMSS for a wonderful event.

08/17/2026

A resolved ticket and a solved problem aren’t always the same thing.

When a clinician has to call back two or three times for the same issue, every SLA might still show green… but their frustration quickly climbs. Industry research from KLAS ties this kind of unresolved friction directly to lower clinician satisfaction and rising burnout.

This is exactly why leading health systems are rethinking how they measure IT support. A quick first answer is one thing, whether the issue is actually resolved the first time is another.

That’s the difference between measuring Service Level Agreements (SLAs) and Experience Level Agreements (XLAs).

Let’s find out if your service desk is measuring what really matters. Reach out to HCTec for a service desk assessment. https://hctec.com/managed-services/clinical-service-desk/

08/13/2026

The technology that derails a go-live is rarely the big, complex system. It’s the workstation that wasn’t imaged right, the printer that won’t connect, the tablet missing a critical app. Here are a few quick tips from the HCTec experts to get device readiness right:

🕐 Start earlier than feels necessary—imaging and setup always take longer across multiple sites.
⚡ Test the apps, not just the hardware. Powering on isn’t the same as being ready.
🖥️ Standardize across sites for simpler support and faster onboarding.
👍 Validate on-site. Remote checks miss the small problems clinicians will catch first.
🧑‍⚕️ Get devices in clinicians’ hands before day one to cut down on go-live ticket volume.

Do it well, and device readiness becomes invisible—which is exactly the point. Clinicians walk in, everything works, and they can focus on their patients.

Have a go-live or clinic onboarding on the horizon? Schedule a device readiness assessment with HCTec and walk in on day one with confidence.

08/11/2026

When a patient can't log into MyChart, they're not thinking about IT.

They're thinking about their pending test results, next appointment, or prescription refill. And that first point of contact matters, which is why it should be handled by people who understand healthcare.

HCTec's MyChart and patient portal support is 100% U.S.-based, staffed by full-time, healthcare-trained agents who follow up, call patients back, and see issues through to resolution.

No handoffs, no dead ends—just dependable, compassionate support that keeps patients connected to their care. Because behind every portal login is a person trying to manage their health. And they deserve to be met with real help.

Experience the difference of dependable, 100% onshore support. https://hctec.com/managed-services/patient-portal/

08/06/2026

Next week, HCTec Regional Vice President Michael Preston and Senior Account Executive Michael Newkirk head to Nelson's Green Brier Distillery in Nashville for the HIMSS - Tennessee Chapter's Summer Reception!

Joining fellow healthcare IT professionals, they look forward to mingling, sharing ideas, and building new relationships. Hope to see you there!

Buy tickets for the TN HIMSS Summer Reception here: https://www.tnhimss.org/event-details/tn-himss-summer-reception

08/05/2026

Every healthcare IT leader has experienced it: a critical role stays open, projects slow down, and your existing team absorbs the workload.

Whether it’s an Epic optimization, cybersecurity initiative, or keeping the service desk fully staffed, finding experienced healthcare IT talent isn’t getting any easier.

We’re curious… What’s the biggest hiring challenge your organization is facing today?

Is it Epic analysts, application support, service desk/end user support, AI analysts, or something else? Stick your answer in the comments!