Unity Provides Managed Technology Services
For Health Systems, Hospitals, and Physician Groups
Unity’s mission and offerings increase the profitability and efficiency of our clients' operations while providing preeminent support to providers, clinicians, patients, and plan members. Unity believes our brand of being a high-performing lifeline to healthcare end users in their use of technology is just the beginning. We recognize we must deliver on cost reductions, innovation, security, creative customer experience (CX), and client satisfaction everyday.
At UnityBPO we support:
- Clinicians in their use of technology, clinical applications, and EHRs
- Patients in the digital management of their healthcare
- Admin Staff in their use of back-office technology
- Plan members in understanding their health insurance
Through our robust portfolio of clinician and patient products and services, Unity brings the skills, experience, tools, knowledge, and best practices to make human-technology interactions simpler, easier, faster. This portfolio reduces costs, increases clinician productivity, meets requirements for regulatory compliance, and aligns IT to clinical operations.
Operational Optimization: Reimagining End-User Services. Delivering Value.
Virtual Care Support
Virtual Care sales, implementation, support / services. Enable EHR workflows, 2-way audio / video, command centers, virtual provider and nursing, Hospital-at-Home, tele-sitting, and more.
Achieve cost savings. Reduce nurse burnout. Retain exiting nurses. Increase patient safety.
AI / Automation
Generative AI Assistants for end-user support / services, Co-Pilot intelligent agents, Large Learning Model (LLM) / knowledge development and facilitation, automated clinical workflows.
Reduce costs. Improve Return on Investment (ROI). Enrich patient experience. Enhance security, compliance, and quality.
IT-as-a-Service
Robust IT-as-a-Service offering for rural / independent hospitals.
Achieve compliance and mobility interoperability for EHR systems (e.g., Epic, Oracle Cerner, Meditech, Allscripts). Strengthen infrastructure. Implement security, automation, and high-touch support.
On-Site Services
Accomplished team of experienced technicians providing turnkey, on-site deskside support to include EHRs, managed print, ancillary applications, ambulatory systems, virtual care, genius bar, AV, and IT assets and their management.
Lower costs. Increase CSAT. Raise productivity / utilization. Manage assets. Improve reputation of the IT organization.
Patient/Clinical Service Desk
Beginning with our Digital Front Door, we use an agentic AI First approach to remote service desk. AI-powered workflows. Hospital-at-Home, telehealth, technology support, MyChart portal support / services, virtual care facilitation, benefits support, device management, 24x7 EHR (e.g., Epic) and technical support.
Improve optics for healthcare and IT organizations. Increase activations and virtual visits.
Health Plan Services
Call center for claims questions, eligibility, demographic changes, provider changes / searches, benefits explanation and support, Appeals & Grievances (A&G) / intake assistance, basic inquiries. AI-powered workflows.
Reduce costs / improve ROI. Provide a concierge member experience. Implement security, compliance, and quality.
Staffing / Projects
Upgrades, technology implementations, refresh, real-estate, virtual care rooms, command centers, mergers and acquisitions (M&A), project oversight, CTO/CISO, IT architecture, staffing, temps.
Lower costs and improve utilization with proven expertise and competitive rates.
Unity Co-Sourcing
Unity’s Co-Sourcing Model allows clients to blend their top talent with proven, high-performing staff while you maintain control.
Gain a scalable team who is a cultural fit, highly experienced, and less expensive than in-sourced resources.
Reimagined End-User Services
Remote Services
Tier 1 Service Desk
- Technical Support
- Clinical Support
- Patient Support
Remote Support Team (T2)
- Major Incident Support
- Advanced EHR Support
- Advanced Technical Support
On-Site Services
Deskside Support
- On-Site Face of IT
- Executive Concierge
- Incidents / Break-Fix
- Service Requests
- Projects
- Managed Print Services
HealthPlace Services
- On-Site Face of IT
- Proactive Rounding
- Telehealth Room Support
- Clinical Care Device Support
Continuously Shift Work to Low Cost • Identify and Implement Automations
A Model That Makes Sense
- Daily connection and communication with all clinical areas
- Daily on-site support for critical systems
- Tele-health / virtual health
- Multi-tier support / business-vendor relationship management
- Executive / VIP 24X7 + support for home and office
- Genius bar for walk-ins
- Intentional Shift-Left process reducing costs
Extraordinary Value
- Clinician trust leads to direct outreach to HealthPlace Services (HPS) team
- Reduce clinician escalation
- Proactive resolution means issues found before reported
- Engender extraordinarily high clinician satisfaction
- Experience zero backlog for IT incidents / services requests / refresh
- Incumbent capture means you don’t lose talent or knowledge
- Transform traditional field services to deliver excellence
Reimagined AI-Centric Acute Healthcare End-User Service Desk
Unity ITaaS Approach and Value
Unity’s comprehensive, fully managed IT services include managing cloud, infrastructure, security, on-site services, analytics, managed print, network, communications, projects, and strategic IT planning. By outsourcing routine IT tasks, your internal teams are freed up to focus on delivering healthcare to patients. You gain operational efficiency and innovation.
Unity Value:
- Fractionalized labor, where you are paying for what you use
- Fractionalized tools, platforms, and licensing, where you are paying significantly less
- AI strategy and implementation further lowering costs
- Predictable costs, much less than insourced IT
- Proactive approach
- Access to HIT community expertise and greatest hits
- GPO-like deals and financial benefits
- Scalability
- Best practices and proven processes
- Reduced downtime
- CIO / CTO / CISO expertise
- We hire incumbents, who gain training, expertise, and opportunity for advancement
Unity Virtual Care Services
Managing Your Growing Virtual Care Environment
Unity is your embedded business partner at the hospital providing on-site support, services, and management of your ancillary applications and ambulatory systems while working within clinical operations to proactively ensure systems are maintained and always functioning.
Unity provides turnkey services and support for virtual health technology ensuring all virtual health is a seamless and successful process for everyone. Our services include:
- Service owner for virtual health technology, tools, and platforms
- Virtual Patient Room implementation and support
- Nurse Command Center implementation and support
- Virtual nurse and provider support
- White-glove onboarding support for virtualists
- Lifecycle support of all hardware to include cameras, audio, carts, wall mounts, wearables
- Break-fix / repair
- Unity is a value-added partner with NESA
We support digital healthcare environments so your providers can deliver care—not work on the technology.
Unity Brings and Implements Integrated AI Solutions to End-User Support
AGENT ASSIST
AI Agent Assist
Interaction Notes / Summarization
KNOWLEDGE
Knowledge Development and Facilitation
Security / HIPAA Compliance
LINGUISTIC CAPABILITIES
Customer Sentiment
Multi-Lingual Real-Time Interpretation and Translation
AI BOTS
Gen AI Chatbots and Voicebots
Customer Personalization
What Are the Benefits of Using Unity’s AI Platforms?
Agent
Assist
Always On
24x7x365
Availability
Better
Customer
Experience
Rapid
Response
Accurate
Triage /
Knowledge
Improved
Analytics
Higher Productivity
Omnichannel
Access
Lower Operational Cost
Seasonal Scalability
Personalized Interactions
Better Compliance
Unity’s Operational and Clinical AI
Unity’s integrated AI platform for end-user services leverages artificial intelligence to streamline operations, enhance agent / technician performance, and improve the overall customer experience. These platforms integrate with existing contact center technology stacks and offer features like AI-powered chatbots, workflow automations, real-time agent assistance, predictive analytics, and conversational intelligence.
By automating tasks, providing insights, and offering personalized support, an AI-augmented service desk that includes skilled remote support teams boosts efficiency, reduces costs, and enhances customer experience.
Unity’s integrated approach streamlines and transforms contact center workflows while automating administrative tasks, incident triage, compliance, communication, and robust self-service, thus enabling significant operational efficiencies while dramatically lowering human level of effort.
AI is perfect—until it isn’t. We know end users have a tipping point. Our solutions include humans in the loop.
