HCTec Partial IT Outsourcing
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Brian Matsen
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User Commentary

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Director

Relationship

HCTec is one of the few firms that exceeds our expectations. There is nothing that HCTec is not...

Oct 2022
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Director

Relationship

HCTec manages the customer service for our EMR platform and our patient support. The firm has been a...

Oct 2022
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Director

Sales and Contracting

When we have had ebbs and flows in the number of projects or the number of incidents to manage, we...

Oct 2022
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Director

Tools and Methodology

HCTec could improve by broadening their consumer support for our digital tool set.

Oct 2022
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Director

Project Results

HCTec is very good at delivering transaction-level results. They take things to the next level,...

Oct 2022
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Director

Project Results

HCTec has absolutely met my expectations. In order to exceed my expectations, the firm would have to...

Jun 2022
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Director

People and Knowledge

My contact is very attentive. I text them about things, and they jump on those things and get them...

Jun 2022
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VP/Other Executive

Project Results

HCTec is not exceeding or even meeting our expectations. They say that they are going to do things,...

Jun 2022
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VP/Other Executive

Relationship

The executive involvement from HCTec is high. The executives try, and they care.

Jun 2022
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VP/Other Executive

Win/Loss - Why they were selected (by current clients)

HCTec has experts for our vendor's products, and that is one of the reasons we selected HCTec. We...

Jun 2022
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VP/Other Executive

People and Knowledge

There were times that HCTec had staffing issues. The pandemic affected everybody, and HCTec couldn’t...

Jun 2022
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VP/Other Executive

Other Observations

HCTec has their own telephony, and it seems adequate. They have some analytics. Apparently, HCTec...

Jun 2022
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VP/Other Executive

Other Observations

If I were starting over, I might buy HCTec's services again. But the market has changed, and there...

Jun 2022
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VP/Other Executive

ROI and Cost

HCTec is good about not charging for every little thing. They do everything they are supposed to do,...

Jun 2022
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Director

Project Results

Our partnership with HCTec is fine, but now we need to see a performance that equates to the words...

May 2022
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Director

Tools and Methodology

Our experience with HCTec has been fine, but by now, we should have been up and running like a...

May 2022
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Director

Tools and Methodology

HCTec's consultants are middle of the road. I don’t have any personal concerns, but I am concerned...

May 2022
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Director

Tools and Methodology

I have had no complaints from end users. I think our end users appreciate HCTec and having a voice...

May 2022
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Director

Other Observations

These services are in a niche space where we need to fill a gap, so I would definitely buy the...

May 2022
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Director

ROI and Cost

HCTec is good about not charging for every little thing. I don’t have any concerns about HCTec's...

May 2022
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Director

Relationship

We talk to HCTec at a high level, so we have a voice at the table. But we are waiting for movement....

May 2022
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Director

Tools and Methodology

If we used a traditional grading scale, HCTec would get a B-. They are good. HCTec isn't the best or...

May 2022
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Director

Tools and Methodology

HCTec could improve by managing their resources and optimization requests better. Part of HCTec's...

May 2022
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Director

Relationship

HCTec has helped us do a version upgrade smoothly, and they have done a good job of working with us...

May 2022
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Manager

Relationship

I would say we are the ones that are driving outcomes. HCTec needs to come up with a game plan as...

May 2022
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Manager

People and Knowledge

HCTec needs to look at the shortcomings of some of their staff members. The whole impetus of HCTec’s...

May 2022
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Manager

People and Knowledge

The HCTec staff members are very professional and nice, specifically with our end users. Overall,...

May 2022
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Manager

ROI and Cost

Using HCTec was a huge change for us. We are a fairly large organization. We have had some growing...

May 2022
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Manager

Project Results

The idea behind a managed services organization like HCTec is to take a lot of work off of our staff...

May 2022
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Manager

Relationship

The firm is trying. They do have our long-term interest at heart. When we raise concerns or...

May 2022
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CIO

People and Knowledge

The HCTec staff is primarily working from home, and the background noise doesn't come off as...

May 2022
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CIO

People and Knowledge

The service desk is one of the main areas that I get complaints about, and it is generally around...

May 2022
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CIO

Tools and Methodology

One thing that I am used to with past firms, is that they try to integrate as much as they can into...

May 2022
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CIO

Project Results

The basic thing that we pay HCTec to do is answer the phone, but a lot of our customers just won't...

May 2022
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CIO

Win/Loss - Why they were selected (by current clients)

We looked at HCTec and another firm that were pretty similar. We decided to go with HCTec just...

May 2022
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CIO

ROI and Cost

HCTec charges me for exactly what is in the contract. There is nothing that we didn't talk about...

May 2022
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CIO

People and Knowledge

Lately, the executive involvement has been pretty frequent. The leadership says that they are going...

May 2022
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CIO

Tools and Methodology

I would tell HCTec to focus on improving the level-one support and reducing turnover there.

Apr 2022
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CIO

Project Results

We have gotten a very positive ROI from HCTec's services.

Apr 2022
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Manager

Project Results

A while ago, we were looking to potentially replace HCTec. However, they responded very well to our...

Feb 2022
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Manager

Future Outlook

HCTec’s staff does a good job of accurately capturing the required data. They are doing everything I...

Feb 2022
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Manager

Relationship

I could name multiple executives from the firm. We have regular conversations with HCTec, and an...

Feb 2022
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Manager

Win/Loss - Why they were selected (by current clients)

HCTec was prepared when they talked to us during the sales process. They were responsive, asked...

Feb 2022
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Manager

Future Outlook

Assuming that their performance is satisfactory, I don’t see an end date to us working with HCTec....

Feb 2022
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Manager

Project Results

We had some shifts in the scope of the service that we wanted HCTec to provide, and they were very...

Feb 2022
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Manager

Relationship

HCTec meets my expectations, but I don’t know that they are in a position to exceed them yet because...

Feb 2022
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Manager

People and Knowledge

One of the key outcomes I look for is whether patients feel they are getting the support they need....

Feb 2022
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Manager

People and Knowledge

I like the HCTec leadership team. We interviewed a lot of different firms for this service, and one...

Feb 2022
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CTO

People and Knowledge

HCTec has a lot of Epic expertise. They are providing MyChart support and directly connecting with...

Feb 2022
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CTO

Project Results

HCTec's resources are worth what they charge us for them. They have helped us expedite our Epic...

Feb 2022
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CTO

Win/Loss - Why they were selected (by current clients)

We hired HCTec because our previous help desk firm just took our money and didn't deliver. Our...

Feb 2022
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CTO

Tools and Methodology

Some of the senior-level leadership really pushed us to complete the contract agreement by the end...

Feb 2022
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CTO

Tools and Methodology

HCTec was not good at strategy and needed to get more involved with our health system. Epic takes...

Feb 2022
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CIO

Future Outlook

We are looking at potentially expanding our use of HCTec. There is still a cost advantage for...

Feb 2022
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CIO

People and Knowledge

HCTec’s executive involvement is good. I would rate it very highly. I have had meetings with the...

Feb 2022
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CIO

Relationship

Our last firm was heavily focused on sales, and I got calls all the time from their salespeople....

Feb 2022
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CIO

Tools and Methodology

Whenever we see a blip in SLAs, we address it. HCTec gives us daily reporting on how they did, and...

Feb 2022
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CIO

People and Knowledge

We did a lot of training with HCTec, and we still meet with them regularly to ensure that there is...

Feb 2022
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CIO

Project Results

We had some hiccups, but HCTec was on top of them. In this life, it is almost impossible to be...

Feb 2022
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CIO

Win/Loss - Why they were selected (by current clients)

Our previous firm was not great, so we put them out to bid. We looked at both large and small firms...

Feb 2022
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CIO

Tools and Methodology

We shipped the firm devices because we were going through such a crazy time. We gave the firm...

Jan 2022
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CIO

Other Observations

We had a little bit of turnover with the firm, and we had to replace some people but not many.

Jan 2022
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CIO

Relationship

The firm's executives are always involved. I got a call from them recently. The firm's executives...

Jan 2022
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