Three Crucial Benefits of a Go-Live Call Command Center

By MacKenzie Gonnelly

An EHR system go-live is a pivotal moment within any healthcare organization's transition journey. No matter the scenario — whether M&A system alignment or new EHR implementation, big-bang or phased rollout — developing a robust go-live support strategy is crucial. One of the most challenging aspects of go-live planning is staff management, ensuring end-users are adequately prepared and supported during implementation. To enhance go-live support — and overcome potential staffing concerns — consider deploying a centralized support hub, such as a Go-live Call Command Center. Let's take a closer look at how this meaningful solution can offer three key advantages to hospitals and health systems.

1. Staffing support flexibility
   
   When completing an EHR go-live, resource scalability is imperative for ramping up and delivering reliable end-user support. By utilizing a Go-Live Call Command Center, healthcare organizations secure 24/7 support — obtaining resources that meet the scale and expertise demands of fluctuating call volumes. Without this flexible staffing option, internal IT teams may not have the know-how, analyst volume, or bandwidth to handle shifting support requirements. Additionally, agile resources prevent an accumulation of high-priority tickets and delays from unanticipated downtimes. This allows healthcare organizations to provide efficient patient care despite go-live pressures.
   
   
2. End-user communication and education
   
   Naturally, staff may be resistant to an EHR system change and the impact it will have on their everyday. By prioritizing end-user service, Go-live Call Command Center analysts use empathetic communication for thorough issue resolution, end-user education, and documentation — eliminating lackluster support concerns. Since analysts have a comprehensive understanding of hospital processes, they consistently hold meaningful conversations with end-users to bolster workflow efficiency. Support resources also offer customized end-user shadowing and real-time at the elbow (ATE) support, depending on individual needs. Additionally, knowledge guides are continuously available to ensure users feel competent and empowered when navigating the new system.
   
   
3. Performance monitoring and management
   
   Most notably, the Go-Live Call Command Center combines go-live project management, end-user training, and help desk issue resolution all in one as a centralized support hub. Having a single point of contact for project oversight offers healthcare organizations unmatched quality consistency and streamlined issue escalation. Command Center resources also provide daily statistical reporting for real-time performance monitoring — including calls per hour, total calls, call abandon rate, first-call resolution, and average wait time — with additional call recording options. These metrics allow staffing modifications to be made immediately, adjusting to an organization's most current EHR support needs.
   
   Selecting an expert go-live support partner can reduce training costs, new end-user frustration, and lost patient care time during your healthcare organization's significant EHR transition. Consider making the Go-Live Call Command Center a priority within your implementation strategy.