The Challenge
Village Heart & Vein Center's growth story is one many healthcare practices can relate to. What started as a single-practitioner cardiology office has grown to thirteen providers serving thousands of patients across Central Florida.
But with that growth came growing pains — especially around communication. Patient calls were going straight to voicemail because there was no system to distribute them across staff. The practice had no way to measure phone efficiency, answer rates, or individual staff productivity. They were flying blind.
Their previous IT provider made matters worse. Support tickets disappeared into a queue. Getting a real person on the phone felt impossible. And the technology itself was a patchwork — different systems that didn't talk to each other, with no unified strategy for backup, security, or communication.
For a cardiology practice where missed calls can mean missed diagnoses, this wasn't just an inconvenience. It was a risk.
The Solution
NexgenTec took a comprehensive approach to modernizing Village Heart & Vein's technology infrastructure:
NEXpbx Hosted VoIP replaced their outdated phone system with intelligent call queuing. Now when patients call, they're placed in a queue and distributed to available staff — no more calls going to voicemail during business hours.
Monthly Call Reporting gave the practice visibility they never had before. They can now see answer rates, call times by extension, and peak call volumes — allowing them to adjust staffing based on actual data.
Business Continuity & Disaster Recovery (BCDR) ensures patient data is protected and the practice can recover quickly from any disruption. 5G failover keeps operations running even during internet outages — critical for a practice where downtime means missed patient calls.
Microsoft 365 provides secure, cloud-based email and productivity tools that the entire staff can access from anywhere, while maintaining the compliance standards healthcare requires.
Unified IT Management brought eClinicalWorks, business-grade workstations, and network infrastructure under one support umbrella. One number to call, one team that understands their entire environment.
HIPAA-Compliant Infrastructure was built into every layer of the solution. From encrypted backups to secure network segmentation, NexgenTec ensured Village Heart & Vein meets the strict data protection requirements that come with handling protected health information.
Multi-Layered Security protects the practice from modern cyber threats. Endpoint Detection & Response (EDR) monitors every workstation for suspicious activity. Identity Threat Detection (ITDR) watches for compromised credentials and unauthorized access attempts. Email security filters out phishing attacks and malicious attachments before they reach staff inboxes. And ongoing Security Awareness Training keeps the entire team sharp on recognizing social engineering tactics — because in healthcare, one wrong click can expose thousands of patient records.
The Results
The transformation was immediate and measurable:
- Patient calls are now answered during business hours — no more voicemail during peak times
- Management has real-time visibility into call volumes, wait times, and staff performance
- Staffing decisions are now based on actual data, not guesswork
- IT support response times dropped from days to minutes — with a real person on the line
- 5G failover ensures the practice stays connected even during internet outages
- HIPAA compliance is maintained with multi-layered security: EDR, email filtering, and trained staff
- The practice has grown from one provider to thirteen without technology holding them back
Village Heart & Vein Center has since referred multiple healthcare practices to NexgenTec — a testament to the impact the partnership has had on their operations.