Internos

BACKGROUND

Introduce your business and what you do there.

I’m the COO of a healthcare company. We contract healthcare providers, primarily hospitals, to help them collect claims that were denied payment by health plans.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Internos?

Around 20212, we needed a replacement for our IT person who was relocating. Rather than hiring one person to support our office’s IT department, I looked into outsourcing Internos.

SOLUTION

What was the scope of their involvement?

Internos has been responsible for maintaining all of our network, security apparatuses, and technologies. They’ve set up a virtual backup that allows us to remain operational in case we lose connection to a server. They’ve also taken charge of setting up multi-step authentication for our employees who are working remotely and installing programs on the PCs of our new hires. 

The team has also provided the security framework for our entire operation and helped us secure the HITRUST CSF certification, which is the highest security level certification any business can get. 

What is the team composition?

We work with whoever is manning their help desk. All of their personnel know us and we know all of their personnel.

How did you come to work with Internos?

A vendor I had previously worked with recommended Internos. I met with them and we came to an agreement. 

How much have you invested with them?

At the moment, we are paying them $17,000 a month. 

What is the status of this engagement?

We started the engagement in June 2012 and we’re still working together.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Internos has provided top-notch services such that we’ve been able to secure the HITRUST CSF certification for three years — and it is a certification that’s certainly difficult to get. Their security framework has been first-rate and when it comes to our operations, we’ve never experienced any downtime. 

How did Internos perform from a project management standpoint?

They’re excellent at sticking to schedules, communicating, and responding to us. I don’t know what internal tools they have but I put stuff together in Microsoft Project, share it with the team, and work off of that. We email their help desk to submit a service request, which then leads to back-and-forth calls since most of us are working remotely. 

What did you find most impressive about them?

The most impressive thing about Internos is their technical knowledge and professionalism.

Are there any areas they could improve?

I don’t have any constructive feedback for them. They do an outstanding job.

Do you have any advice for potential customers?

When I signed up with Internos, we were just a small company. Not a lot of businesses our size would invest as much as we did to beef up their IT department, but you have to do it.