Fluidly Adjusting IT Support for Evolving Mission Critical Demands

Cambridge Health Alliance (CHA) Case Study

During the constantly-changing COVID-19 response, hospitals are struggling in knowing how to keep up with IT demand without draining already limited resources. Throughout the pandemic, Cambridge Health Alliance, based in Cambridge Massachusetts, has turned to its partnership with Stoltenberg Consulting for flexible health IT support and vendor transparency through the FlexSourcing program.

Since August 2019, Stoltenberg has led Cambridge Health Alliance’s Epic Tier 1+ service desk support across all health system facilities and hospitals, including Cambridge Hospital, Everett Hospital and Somerville Hospital, as well as associated health centers and clinics, acting as a clinically consultative IT help desk. With built-in ITIL processes, support spans access requests, end-user assistance with workflow related issues, override/overrule adjustments, front-end changes, department appointment reports (DAR), preference lists, smart text lists, smart phrases, assessment flow sheets, favorites, refill encounters, encounter creation, order entry, user department login verification, navigation, ambulatory flow sheets and personalized schedule creation, along with in-basket pulls for providers and end-user training for function-based inquiries. Stoltenberg analysts respond around the clock, offering one-on-one user shadowing to expedite problem identification and end-user knowledge transfer.

As a unique added depth of clinical care issue resolution, Stoltenberg also operates a separate physician-only concierge line for CHA. This dedicated line offers physicians immediate response and resolution priority to eliminate clinical care delays, freeing up physicians for vital patient interactions. Facilitated by Stoltenberg Epic Tier 1+ Service Desk nurses, credentialed trainers and certified analysts, this value-added solution comes at no additional fee.

Through its partnership with Stoltenberg, CHA has gained IT support cost savings through a pricing structure with a distinctly more robust Tier 1+. Since September 2019, first-call resolution has gone from approximately 21% to a consistent 80% or higher. In turn, Stoltenberg’s support streamlines CHA’s Epic end-user issue resolution, increases physician satisfaction and alleviates overburdened internal IT staff, helping elevate the health system’s overall IT project capabilities for value-based care growth.

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When there is more thorough training and knowledge transfer in the first service desk interaction, this leads to a decrease in end-user repeated errors or time-consuming workarounds. With Stoltenberg, when end users get the right answers and education on the first call, that translates to savings in cost per call, as well as significant time back for revenue-generating clinical care interactions.

When COVID-19 emerged, Stoltenberg immediately ramped up to step in on the desktop support side, adding remote desktop user set up and maintenance in addition to taking all Epic end-user tickets. This added layer of support streamlined the rapid remote work transition across the health system to maintain effective operations. Stoltenberg continued to support these combined efforts for CHA as the health system’s patient community was hit hard by COVID-19. Cambridge Health Alliance’s internal IT team shifted to crisis command build out, data coordination from COVID-19 testing sites, and fortifying telehealth enablement. Remaining as a constant, 24/7 resource, Stoltenberg’s quick absorption of desktop and remote access support freed internal teams up for these emergency response critical IT initiatives. Now, Stoltenberg has shifted to stepping in to help strategize the post-COVID-19 era, holding direct meetings with CHA executives on aspects like tips for CARES Act funding and expanding application support span. This support flexibility and on-demand ramp up is all seamlessly possible within the established FlexSourcing partnership.

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This serves as just one example of on-demand, immediate remote health IT service support flexibility delivered to our network of health system clients across the country. We're readily available and here to help, no matter your organization size, budget or timeframe.