Case Study: Centers Health Care
20 Years of Evolution: How Empire Telecom Became the Technology Backbone for One of the Nation’s Largest Post-Acute Care Networks
For nearly two decades, Centers Health Care has grown into one of the most respected and expansive healthcare networks in the U.S. — operating skilled nursing, assisted living, and rehabilitation facilities across multiple states. But with growth comes complexity, and as their portfolio expanded, so did the challenges of managing telecom, internet, and resident services across dozens of facilities.
Fortunately, they didn’t have to navigate that evolution alone. From the very beginning, Empire Telecom was there — not just as a vendor, but as a proactive, long-term technology partner.
A Unique Challenge: Keeping Pace with Growth
Unlike many operators who turn to Empire to fix a problem, Centers was already growing rapidly — and their telecom needs were growing right alongside them. But staying ahead in a constantly shifting technology landscape takes more than just plugging in new lines. It takes strategy, oversight, and a deep understanding of the healthcare environment.
Centers Health Care needed a partner who could grow with them — one who didn’t just react when things went wrong, but actively worked to make sure they didn’t. They needed someone to manage vendor transitions, spot savings, and upgrade infrastructure as the industry evolved. And they needed it done without bogging down their internal operations team.
Empire’s Lifecycle Approach
Empire didn’t wait to be asked. We made it our business to know their business.
As new contracts approached renewal, we proactively audited services and renegotiated better rates. As new technology became available, we proposed upgrades — often before Centers even had to ask. When Centers acquired new buildings, we helped identify old service contracts, replaced outdated systems, and made sure everything was transitioned smoothly.
No RFPs. No surprises. Just a partner who showed up early, stayed late, and made it seamless.
Through it all, we remained aligned with Centers’ operations and finance teams, ensuring that every service — from voice to internet to TV — was priced correctly, billed cleanly, and backed by white-glove support.
Our team wasn’t just a support resource. We became an extension of theirs.
A System That Works
With Empire managing the lifecycle of their telecom services, Centers has been able to stay focused on what matters most: providing care.
They no longer waste time chasing support tickets or tracking down old invoices. Instead, they use our centralized system to get a full picture of every facility’s services — in one place. They have access to dedicated Empire account managers who understand their structure and respond with urgency and context.
More importantly, they trust that we’re always working behind the scenes — running audits, catching mistakes, and making recommendations that save money and improve outcomes.
With Empire, it’s never just about keeping the lights on. They’re constantly thinking three steps ahead. We’re not just supported — we’re upgraded.” — Regional Operations Director, Centers Health Care
A Model for the Industry
What started as a vendor relationship nearly 20 years ago has grown into a model of what true partnership looks like in healthcare technology. As Centers continues to expand into new markets and bring more buildings into their network, Empire is already there — onboarding, optimizing, and supporting each site as if it were the only one.
The best part? They don’t have to ask. We’re already on it.
