CareTech News

CareTech Solutions Announces Momentum for Help Desk Services Excellence

IT services provider achieves STI Knowledge “team certified” status; designation provides further evidence of CareTech’s industry-leading service

Troy, Mich. — May 13, 2004 — CareTech Solutions, an information technology (IT) and health information management (HIM) services outsourcing provider for hospitals and health systems, announced today that its Shared Services Resolution Center has achieved “team certified” status through STI Knowledge Inc., an education and certification group that specializes in call centers. CareTech is the first company to receive this award. “Achieving STI’s ‘team certified’ designation provides further evidence of CareTech’s commitment to delivering industry-leading help desk service,” said Patrick Milostan, CareTech Solutions’ chief technology officer. “I’m very pleased that the ongoing investments we’ve made in our Shared Services Resolutions Center are resulting in a positive impact to customer service.”

CareTech’s Resolution Center achieved STI’s ‘team certified’ designation through an e-learning program that has enabled over 90 percent of CareTech’s Resolution Center professionals to become certified professionals.

The Shared Services Resolution Center serves as a single point of contact for all of CareTech’s customers. A comprehensive Knowledge Database leads to high first-call resolution rates.

Of the “within scope” calls, the combination of CareTech’s technology and process has enabled the CareTech help desk team to maintain an average first-call resolution rate of over 90 percent, leading to productivity gains and cost efficiencies for CareTech’s customers.

Additionally, support techniques such as Proactive Monitoring allows CareTech technicians to identify systems issues and address them before the client experiences a failure.

As part of a regular benchmarking program, CareTech recently commissioned an audit through an independent local firm called Support Techniques. Using an industry-recognized methodology from, the firm determined that CareTech’s help desk ranked in the ‘advanced’ quadrant, scoring significantly above industry average.

CareTech Solutions currently employs approximately 36 professionals from its Troy-based Shared Services Resolution Center who support IT services across several states through outsourcing contracts with over 23 hospitals and their affiliated networks.

About CareTech Solutions, Inc.
CareTech Solutions, Inc., an information technology (IT) and health information management (HIM) outsourcing provider for hospitals and health systems, is committed to creating value for healthcare clients through customized, flexible information technology outsourcing solutions that contribute to improving patient care while lowering healthcare costs. Based in Troy, MI, CareTech Solutions offers clients expert services in virtually every facet of information management from implementing emerging technologies to supporting day-to-day IT and HIM operations for hospitals nationally. For more information please visit:

Kate Kilponen
Airfoil Public Relations, Inc.
(313) 887-7212
Jody Meehan
CareTech Solutions, Inc.
(248) 233-3080