Improving Operations and Customer Service During a Pandemic

Improving Operations and Customer Service During a Pandemic

COVID-19 posed challenges for every company, especially as many transitioned from in-person to remote work settings. This shift required Healthcare Access Maryland to seek added support in ensuring that the company’s operations could be monitored for efficiency from anywhere. Most importantly, they needed a solution that secured customer data and privacy to comply with HIPAA regulations for 200+ employees.


Healthcare Access Maryland needed a new approach to operations management that enabled employees to work from home and still comply with all HIPAA requirements. They also needed to guarantee that all employee software and equipment had adequate security that protected them from malware, viruses, and other cyber threats. To implement the ongoing services, i4DM gained full access and performed a network discovery where they documented all aspects of the technical environment. They also accessed employee workstations via remote support sessions and installed management tools on all workstations to gather metrics.


This challenge was unique because it required a complex and comprehensive solution that involved incredible collaboration and coordination between i4DM and Healthcare Access Maryland. i4DM proactively maintained the following services — email security, antivirus detection and response, web filtering, inventory and patch management, Office365 and onsite backups, and firewall management. They also integrated remote access monitoring. In addition to proactive maintenance, i4DM provided managed IT services. Tickets were tracked, remediation processes and procedures were recorded utilizing Connectwise, and recurring problems were eliminated with an internal Knowledge Base system.


i4DM provided continuity of operations during the COVID pandemic by providing the tools and services Healthcare Access Maryland needed to effectively monitor and function in a remote setting. They installed tools that complied with HIPAA regulations and secured employee laptops with anti-virus and web filtering protection. i4DM also strengthened Office365 security controls through the implementation of 2FA for all employees and Office 365 compliance and DLP tools for the customer’s tenant. The solutions and managed services provided by i4DM also increased efficiency in ticket prioritization and the organization of large data, which boosted the customer experience with timely responses.