CASE STUDY
Personalized IT Support for a Medical Billing Company
Learn how Miles IT provides personalized IT services, HIPAA compliance guidance, and project support to a medical billing company.
MEET THE CLIENT
Medical Billing Experts
This client is part of the medical billing industry and considered an SMB. Their team is on the smaller side and generally works remotely.
Due to the complexity of their industry, they need fast-running technical systems and HIPAA-compliant solutions to complete their work effectively and secure patient data.
PRIMARY CHALLENGE
Seeking Personalized Technical Support
The client sought an IT partner that would provide personalized support with a thorough attention to detail so no tech issues would slip through the cracks.
Lack of Oversight
Being a small business, the client worried they would slip through the cracks with their IT partner and not get the personalized level of attention they needed.
Technical Problems
The client ran into frustrating technical issues, such as remote desktop inefficiencies and recurring phone system problems, that made it difficult to run their business.
Plans for Growth
Future expansion was important to the client, so they needed their technology platforms to support additional employees and work.
OUR APPROACH
Proactive & Customized IT Services
In-Depth Consultation
After speaking with the client and assessing their needs, we determined the level of support they needed. We always take a personalized, detailed approach to truly understand the client’s needs and determine the best support solution as a result.
Proactive Support Strategy
We work in tandem with our clients to identify issues early on, streamlining issue resolution and minimizing disruption to daily operations.
Personalized IT Support
As part of every IT services plan, we offer tailored support services, ensuring the client works with the same industry experts every time.
OUR SOLUTION
Implementing The Miles Assurance Plan
To solve the client’s IT challenges, we recommended the Miles Assurance Plan, which would provide the 24/7/365 IT support and personalized attention they needed.
24/7/365 Support
We provide rapid response IT support so the client can resolve issues and manage medical payments more efficiently.
Dedicated Team
The client works with members of the same support team every time, building familiarity and rapport and receiving customized assistance.
Proactive Monitoring
Our team regularly monitors the client’s systems and support logs to be sure nothing slips through the cracks.
Compliance Expertise
Maintaining HIPAA compliance is crucial to safeguard patient data. Our team works closely with the client to advise them on HIPAA best practices.
ADDITIONAL IT PROJECTS
Identifying Opportunities for IT Improvement
As new issues arose, we continued to help the client optimize their IT environment and improve daily operations.
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Remote Desktop Services Migration
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To prevent server freezes and associated productivity loss, we migrated the client off of their previous Remote Desktop Services system.
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New Phone System
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A well-working phone system was essential for this client, as most of their work involves speaking on the phone with patients, insurance agencies, and medical practices. We migrated them from their unreliable environment to RingCentral to minimize issues.
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QuickBooks Migration
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We moved the client from a locally hosted version of QuickBooks to a cloud-based QuickBooks solution to streamline operations and improve accessibility.
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Phishing Awareness Training
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To help the client feel more secure, we instituted additional training for users who were at risk of falling for phishing attacks.
KEY RESULTS
High Satisfaction Rate & Fast Response
The client continues to be a happy MAP customer and is thrilled with their level of support.
100%
Happiness Ratings in 2024
336
Happiness Ratings in 2024
24 minutes
Average Response Time
MOVING FORWARD
Personalized Support & Proactive Monitoring
The client continues to appreciate our human-centric, focused approach to IT support services and our knowledge of their systems. We personally step in to take care of any issues expediently to ensure the client receives the best possible service.
That’s the Miles difference: we put people first. When you reach out to us, you’ll always talk to a human on the phone who will guide your business in the right direction.
