Nineteen people. You get two of them by name.
The single most repeated grievance in this category is being routed to an anonymous, rotating, frequently offshore technician who has to be told about your environment every time. Every practice switching providers has felt it. Our answer is a named pod.
Rachel
Chief Executive Officer
HCISPP · CISA
Spent seven years on the information security team at a regional health system in Middle Tennessee, the last two running third-party risk. Her job was reviewing the security posture of the affiliated practices and business associates the system exchanged data with. Almost none of them could produce a risk analysis. Most had an IT company. Nearly all of those IT companies were competent at keeping computers running and had no idea what §164.308 required.
Has read more Business Associate Agreements than anyone should and will tell you which template is the bad one.
Marcus
Chief Technology Officer and Principal vCISO
CISSP · SC-200
Ran IT for a twelve-location dental group through two acquisitions and one ransomware event that took the practice down for eleven days. The recovery was survivable. The insurance claim nearly was not — the carrier’s first question was whether MFA had been enforced on the VPN, and the honest answer took three days to determine.
Has rebuilt a Dentrix server at 6am more times than he would like to discuss.
Two engineers who learn your building.
They are on your page in the client portal, with their photos and their extensions. The on-call rotation is published to you monthly, by name, so you always know who picks up at 2am.
The reason this matters is not warmth. It is that an engineer who has been in your server closet knows that the imaging box in the corner cannot be rebooted between 8am and 5pm, and a rotating technician reading a ticket does not. That knowledge is the actual product, and it only accumulates if the same people keep showing up.
Nineteen people, and where they sit.
One person in business development. We are not a sales organization with an engineering department attached, and the ratio is the easiest way to check that claim.
Held by people, not by a logo on a page.
Every engineer is background-checked at hire and HIPAA-trained annually, with completion records retained and available to clients on request. Every engineer is US-based and employed by Chartline. There is no offshore network operations centre and no contract labour in the ticket queue.
Our own controls, in full