Integrated Health Management Services (IHMS), a leading government-based billing and eligibility services company geared toward healthcare organizations in the Southwest US, needed to improve IT support to its more than 100 end users spread out in six geographically-diverse offices. IHMS helps hospitals reduce bad debt and increase cash through government-based eligibility, billing, and follow-up programs, making it essential that the company's staff have access to the business software and patient data they need to do their job.
IHMS's mission statement is to integrate business and healthcare with compassion and respect, meaning that customer service to both the healthcare organizations and their patients is key to the company's success. IHMS places patient financial analysts (PFA) directly in hospitals and clinics so that it can provide face-time with patients – many of which do not speak English as their first language – and also employs a corporate staff and 5 branch offices that support the on-site PFAs and conduct follow ups. It is these employees who are the backbone of the operation.