Case Study: EmblemHealth Improves Facilities Response and Patient Experience with ResQ

How ResQ Keeps EmblemHealth Cool and Ensures Exceptional Patient Experiences

EmblemHealth, one of the largest nonprofit health insurers in the U.S., needed a better way to manage service tickets and maintenance across 40+ medical centers. Their previous maintenance software was clunky and communication-heavy, forcing the infrastructure team to handle dozens of daily phone calls and slowing decisions on whether issues should be handled in-house or sent to vendors. This created delays during urgent HVAC and repair situations that could impact patient comfort and care.

By implementing ResQ, EmblemHealth streamlined work order intake, internal communication, vendor dispatch, and invoice management through a more organized digital platform. The team could quickly assign tickets to staff or vendors, track status updates, and approve quotes and invoices with just a few clicks, while also monitoring budgets and invoice issues. The result was faster response times, smoother vendor coordination, and better financial visibility.

EmblemHealth

Jimmy Damiani

Infrastructure Manager