Memorial Hermann Improves Physician Support with Bomgar
Company Size
1,000+
Region
- America
Country
- United States
Product
- Bomgar Remote Support
Tech Stack
- Remote Support Technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Human Resources
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
Memorial Hermann is located in Houston and is the largest not-for-profit healthcare system in the Southeast. The healthcare system is dedicated to improving quality and patient safety, a commitment recognized with the National Quality Forum award in 2009. Memorial Hermann's support center consists of 23 agents who provide the first line of support for 4,100 affiliated physicians at numerous locations. The organization was tasked with developing a secure, HIPAA-ready and network-compatible physician support line to cater to the growing physician network.
The Challenge
Memorial Hermann, the largest not-for-profit healthcare system in the Southeast, needed a remote support solution that met HIPAA requirements for sessions over the Internet supporting their affiliated physician offices. The solution needed to be intuitive and not require pre-installation at regional physician offices. The main challenge was to find a solution that could support physician application issues so that techs did not have to go on-site. The organization was tasked with developing a secure, HIPAA-ready and network-compatible physician support line.
The Solution
After evaluating several remote support solutions, Memorial Hermann’s physician support taskforce selected Bomgar because it was the only solution to meet their criteria. Bomgar aids the support team with HIPAA compliance requirements because it leaves no footprint on the remote system and in Memorial Hermann’s implementation requires the end-user to initiate and control the remote support session. In addition, management required the solution that was on the Memorial Hermann network and under their control. Bomgar’s remote support technology enabled the organization to allocate staffing resources specifically to the physician support line from within the existing Memorial Hermann support center.
Operational Impact
Quantitative Benefit
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