The AI Command Center from FIT Healthcare
Every go-live call,answered instantly.
Every issue resolved, ticketed, or handed to a human. On day one of your Epic go-live and every day after, as your Tier 1 help desk.
- 0 minutes on hold
- 24/7 by phone, Teams and web chat
- Sev 1 straight to a person
- 0Minutes on holdEvery call answered instantly. No hold queue.
- 24/7Tier 1 coveragePhone, Teams and web chat, around the clock.
- 0Times a caller repeatsWarm transfers arrive with the ticket attached.
- 100%Sev 1 to a personPatient-safety issues bypass the AI.
The go-live problem every health system knows
At 7 a.m. on day one, the phones light up. The hold queue grows, super users get pulled off the floor to answer the same five questions, and tickets arrive half-documented.
Leaders find out a workflow is broken across six units at the 4 p.m. huddle, hours after it started. The whole go-live gets judged by the hold queue.
- The most expensive tickets of any industry. Healthcare carries the highest cost per help desk ticket, an estimated $20 to $45 per ticket.*
- People-heavy outsourcing. Health systems are signing multi-year contracts to keep Tier 1 covered, often trading away Epic expertise and control in the process.
- Your best people, on the phones. Your strongest analysts and super users spend go-live week answering the same how-to questions.
Two front doors. Three outcomes. Nothing dropped.
Every contact ends resolved, ticketed, or with a person.
Two front doors
- How-to answers from your tip sheets
- Live known-issue matching
- Guided Tier 1 diagnosis
- Ticket status on request
Three outcomes, every time
Built for go-live. Ready for every desk after.
The same AI Command Center, pointed at every desk that answers the same questions all day.
Go-Live Command Center
Every go-live call answered instantly. A one-time, time-boxed engagement.See how it worksEpic Tier 1 Help Desk
The same command center as your year-round Epic help desk, on an annual plan.See how it worksIT Help Desk
Tier 1 for IT managed services: accounts, devices, printing and network.See how it worksMyChart Patient Support
Patient-facing help with MyChart sign-in and how-to questions, around the clock.See how it works
Start with your go-live. Keep it for your help desk.
Most health systems meet the AI Command Center during a go-live, then keep it running.
Go-Live Command Center
A one-time, time-boxed engagement on your next go-live, run alongside your existing team and measured on a scorecard built from your own data.
The go-live engagementYour year-round help desk
The command center your users already know becomes your Tier 1 Epic help desk. Extend it to IT support and to patients who need help with MyChart.
The annual planYour go-live engagement fee is credited toward Year 1 of an annual plan.
The difference on day one
| Traditional Tier 1 support | AI Command Center | |
|---|---|---|
| Answer time | Hold queue grows with call volume | Every call answered instantly |
| Coverage | Staffed shifts and surge headcount | 24/7 by phone, Teams and web chat |
| Tickets | Quality varies by analyst and shift | Complete every time, routed to the right queue |
| Caller experience | Repeats the story at every handoff | Never repeats. Context travels with the call. |
| Spotting trends | Discovered at the afternoon huddle | Flagged in real time across units |
| Cost model | Headcount scales with volume | People only where people are needed |
Built by people who have run go-live day one
FIT is led by operators with nearly 20 years in the Epic ecosystem, from analyst to health system executive leadership. We've lived go-live from the inside, as analysts and as health system leaders.
Senior-only talent, transparent pricing, and no private equity pressure mean we build what actually works for your team.
“In my 32 years of healthcare administration, I've not been part of a more successful implementation and go-live than what we experienced.”
“FIT Healthcare is the company we have leveraged to help make us smarter about all things Epic.”
Everything else FIT Healthcare does
The AI Command Center is backed by a full Epic consulting, staffing and managed services firm, and by FIT Solutions' IT and cybersecurity practice.
Managed support
Advisory and delivery
People and compliance
Why I started FIT Healthcare
I spent nearly 20 years in the Epic world, working my way from analyst to executive director.
I know what a yellow status report feels like from the inside, and I know how rarely the fix is more bodies. It's the right few people, who have done the work before and tell you the truth about your program.
So that's what we sell. Senior people. Honest rates. And owners who answer the phone.
Be Great, Al FisherCEO and Co-Founder, FIT Healthcare
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Work with FITWhat's your next go-live?
Let's put the AI Command Center on it. Schedule a 30-minute walkthrough and live demo.
* Cost-per-ticket range based on 2026 industry help desk benchmarks (ScreenMeet; BizAILast). Cost outcomes vary by organization and are measured during your engagement.