Dedicated EHR Service Desk Support
Answering the call. Restoring the workflow. Freeing the care team.
Fortify Health Advisory LLC is a dedicated EHR service desk for healthcare organizations — Tier 1 through Tier 3 support, downtime and go-live coverage, and vendor escalation, staffed by people who know your EHR as well as they know healthcare.
Why A Dedicated Desk
When the EHR stalls, care stops.
A locked chart, a failed order, a stuck interface — none of it waits for business hours, and none of it should land on a generalist help desk that has never opened your EHR.
Fortify exists to be the service desk healthcare organizations wish they already had.
Every minute is clinical time
A nurse on hold or a physician locked out of a chart isn’t an IT delay — it’s a delay in care.
Generalist desks fall short
A printer jam and an interface failure aren’t the same call, and they shouldn’t get the same response.
A desk built for the EHR
Every analyst is trained on the platforms healthcare runs on — and on the urgency behind every ticket.
Who We Are
A dedicated EHR service desk, and nothing else.
Fortify Health Advisory LLC provides Tier 1 through Tier 3 EHR service desk support for healthcare organizations. That’s the entire business — which means it’s the only thing we get better at.
We don’t split attention across compliance projects, security audits, or unrelated IT work. Every analyst, every shift, and every process exists to keep one queue answered, informed, and calm.
- Tier 1 Support
- Tier 2 Support
- Tier 3 Escalation
- Downtime Coverage
- Go-Live Surge Staffing
- Vendor Escalation Management
- After-Hours On-Call
- Bilingual Support
Our Value Proposition
We give care teams their time back.
Every minute spent on hold, or locked out of a chart, is a minute not spent with a patient. Fortify exists to close that gap — one ticket at a time.
EHR Fluency + Clinical Context + Always-On Coverage + Vendor Relationships
Our objective isn’t just to close tickets. We help care teams stay in the workflow, IT leaders stay ahead of recurring issues, and patients stay unaffected by the system behind their care.
What We Cover
One service desk, every tier of support.
From a first-shift password reset to a 2 a.m. vendor escalation, Fortify’s service desk covers the full lifecycle of an EHR ticket — backed by SLA tracking, QA monitoring, and monthly reporting so your IT leaders always know what’s in the queue.
01 Tier 1 — End-User Support
The first call your care teams make when something isn’t working.
- Password resets & account unlocks
- SSO and MFA troubleshooting
- Basic navigation and how-to support
- Ticket intake, triage, and routing
- Printer, scanner, and peripheral issues
- Known-issue and workaround documentation
- Multichannel intake — phone, chat, and portal
- Bilingual support coverage
02 Tier 2 — Application & Workflow Support
Escalated issues that touch clinical and revenue-cycle workflows.
- Order entry and e-prescribing issues
- Clinical documentation and charting errors
- Scheduling and registration issues
- Results routing and interface alerts
- Role-based access and provisioning
- Report and dashboard troubleshooting
- Build and configuration questions
- Coordination with clinical informatics
03 Tier 3 — Advanced Troubleshooting & Vendor Escalation
Deep technical issues escalated to your EHR vendor, tracked until closed.
- Advanced application troubleshooting
- EHR vendor ticket submission and tracking
- Interface and integration issue escalation
- Root-cause coordination with IT and vendor teams
- Patch and update impact triage
- Priority and major-incident management
04 Downtime & Go-Live Surge Support
Extra coverage exactly when it matters most.
- Planned and unplanned downtime support
- Go-live and post-go-live surge staffing
- Command-center and war-room support
- Downtime procedure guidance
- Post-incident ticket cleanup
- After-hours and weekend on-call coverage
Who We Serve
Anywhere an EHR is the front line of care.
Core Values
What guides every ticket.
Trust
Every call and every account we touch carries patient information. We handle it like it’s ours to protect.
Patient-Centered Thinking
Behind every locked account and stuck order is a patient waiting on care. We treat every ticket like it matters that much — because it does.
Security
Every password reset and access request follows the same rigor as any other entry point into your EHR.
Integrity
We tell you when a pattern of tickets points to a bigger problem, even when the easy answer is to just keep closing them.
Resilience
Downtime happens. Our desk is built to answer through it — not just around it.
Consistency
The same standard, every shift — so care teams get the same experience at 2 p.m. and 2 a.m.
Partnership
We work as an extension of your IT and clinical informatics teams, not a vendor at arm’s length.
Accountability
Every ticket has an owner, a status, and a resolution time. Nothing disappears into a queue.
Market Positioning
A dedicated EHR service desk, built and staffed for healthcare.
That distinction matters. A generic help desk doesn’t know the difference between an interface alert and a printer jam — or why a locked chart at 7 a.m. is more urgent than either. Every Fortify analyst is trained on the EHR platforms healthcare runs on, and on the clinical stakes behind each ticket.
The Fortify Promise
We believe healthcare organizations shouldn’t have to choose between fast EHR support and support that understands healthcare. That is what it means to Fortify Healthcare.
Contact
Tired of a help desk that doesn’t know your EHR?
Tell us which platform you’re on and what your current coverage looks like — we’ll show you what a dedicated EHR service desk looks like.
