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The HCI Group Clinical Service Desk

Clinical Service Desk 

HCI's Sustaining and Support services offers much more than a clinical service desk. We help minimize the total cost of ownership.

Reduce the Total Cost of EHR Ownership

Electronic Health Record (EHR) systems are a major investment for any healthcare system. The HCI Group is uniquely qualified to help you minimize the total cost of ownership. We have a sustaining-support service that offers much more than a clinical service desk.

A Clinical Service Desk Focused on Your Success

We will perform an on-site assessment to understand your current mode of operations so that we can provide the most effective solution for your support model. The assessment will identify and address pain points, which allow HCI to customize a solution that provides best practice processes for ongoing optimization.

Strength in Resources

Using our sophisticated recruiting tools, we can tailor our recruitment and staff fulfillment services to fit your unique requirements and culture. HCI’s cross-certified resources work as an innovative, collaborative team that will integrate with your organization to align goals, establish process management, and maximize efficiencies.

Business Intelligence

We also offer incident management and business intelligence services, which give your leadership team the real time dashboard reporting they need to make the best decisions for ongoing improvement.

Continual Service Improvement

We not only resolve incidents, but also provide proactive process improvements using industry best practices and ITIL-aligned problem management principles. HCI uses effective knowledge management processes and tool sets that allow information sharing across the organization to continually drive down incident volumes.

The Bottom Line

In addition to maximizing productivity and efficiency, HCI offers unique pricing options to lower costs for on-going enterprise IT support, resulting in significant savings and a strong return on investment for your hospital or health system.

The People, the Process and the Technology to Sustain Your Success


  • Expert healthcare IT professionals
  • Onshore support personnel
  • Cross-certified
  • 24x7x365 service excellence


  • Client-focused process analysis and implementation
  • End-to-end ITIL-aligned processes
  • CBI – metrics reporting and trend analysis
  • Problem-management principles
  • Continual service improvement


  • Innovative software solutions
  • Comprehensive BI platform
  • Incident-management tool set
  • Knowledge-management database

"HCI has been an outstanding partner for UCSF. They have taken the time to truly understand our organization's needs & culture to design the right solution. We have found them to "think out of the box" as we focused on refining our sustaining support model while creatively infusing ITIL principles into the framework. We have found the HCI resources to be stellar individuals who bring with them healthcare IT experience, expertise and integrity." 
—Pam Hudson, UCSF Executive Director, Clinical Systems (Clinical Service Desk Partner)

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The HCI Group Clinical Service Desk

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