NorthShore Health Partners Cut Support Resolution Time 40% with Custom Software
The Challenge
NorthShore Health Partners operates three outpatient clinics with 60+ staff. Their patient support workflow was fragmented across Zendesk (patient inquiries), Airtable (appointment tracking), Google Sheets (referral management), Calendly (booking), and Mailchimp (patient communications). The support team couldn't see a patient's full history in one place. They toggled between 4 tools to answer a single patient question. Average resolution time was 4.2 hours. HIPAA compliance was a constant worry with patient data in five different vendor systems.
The Platform We Built
A unified custom solution tailored to NorthShore Health Partners's exact workflow.
The Solution
AltStack built a HIPAA-compliant patient operations platform that unified all five tools. Features include: a patient 360-degree view (contact history, appointments, referrals, communications in one screen), a support ticket system with AI-powered triage and routing, integrated appointment scheduling with automated reminders, referral management with status tracking, and patient communication modules (email + SMS). The system runs on the network's dedicated HIPAA-compliant AWS infrastructure with end-to-end encryption, audit logging, and role-based access.
The Results
Average support resolution time dropped from 4.2 hours to 2.5 hours (40% reduction) because staff no longer need to cross-reference multiple tools. Monthly SaaS spending decreased from $8,900 to $1,500, saving $89,000 annually. Patient satisfaction scores improved from 3.8 to 4.5 out of 5. The referral tracking module alone saved an estimated $45,000/year in previously lost referrals that fell through the cracks of the spreadsheet system. All patient data now lives on a single HIPAA-compliant infrastructure instead of five separate vendor platforms.
Tools Replaced
“We replaced Zendesk, Airtable, and a custom spreadsheet nightmare with one unified platform. Our support team's resolution time dropped 40% because everything is in one place now.”
7 days to initial build, 3-week HIPAA compliance review and refinement, live within 5 weeks
Frequently Asked Questions
Common questions about NorthShore Health Partners's custom software project.
Yes. AltStack builds healthcare solutions on dedicated HIPAA-compliant infrastructure with end-to-end encryption, audit logging, role-based access controls, and BAA agreements. NorthShore's platform passed their third-party HIPAA compliance audit within 3 weeks of build completion.
Yes. While NorthShore's build focused on operations and patient communication (not clinical records), AltStack supports HL7 FHIR API integrations with major EHR systems including Epic, Cerner, and athenahealth for data exchange where needed.
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