Epic MyChart Help Desk Case Study

San Francisco Department of Public Health
San Francisco Department of Public Health (SFDPH), San Francisco, California

About the Client

The mission of SFDPH is to protect and promote the health of all San Franciscans. The San Francisco Health Network is the city's only complete system of care. It hosts locations throughout the city, including Zuckerberg San Francisco General Hospital and Trauma Center; Laguna Honda Hospital and Rehabilitation Center; more than 15 primary care health centers in the community; as well as a comprehensive range of substance abuse and mental health services. Providing care to roughly 100,000 patients annually, Zuckerberg San Francisco General Hospital and Trauma Center is an essential part of San Francisco's healthcare system. Spanning 20 percent of the city's overall inpatient care, the hospital is recognized as one of the nation's top hospitals, with a full complement of inpatient, outpatient, emergency, diagnostic and psychiatric services. Zuckerberg San Francisco General and the University of California San Francisco School of Medicine (UCSF) have been partners in public health since 1872, aligning together as one of the nation's leading academic medical centers.

Project Details

With rapid end-user adoption as a top priority in their comprehensive EHR migration to Epic, SFDPH partnered with Stoltenberg in June 2019 for 24/7 remote Tier 1+ Epic MyChart help desk support. Utilizing a "big bang" approach, SFDPH's full Epic suite roll out went live in August 2019 across all locations. Stoltenberg's highly qualified team of analysts provided training documentation, go-live oversight, and streamlined communication throughout the implementation and go-live process. Stoltenberg's Tier 1+ Epic MyChart support spanned all levels of end users in the health system, primarily focusing on patients wishing to access the benefits of the patient portal from the comforts of home to engage with test results, manage appointments, request prescription refills, and message their provider at their convenience. To better serve San Francisco's highly diverse patient population, the Stoltenberg MyChart help desk fully integrated with the SFDPH language line to provide support across many languages.

For patients seeking MyChart assistance, Stoltenberg's analysts provided Tier 1 support for all navigation in the portal, spanning account creation, username and password recovery, navigational assistance, address website questions via InBasket, basic troubleshooting for browser/device compatibility, and staff support for user policies and procedures. Outsourcing MyChart support to Stoltenberg helped alleviate SFDPH's internal IT staff, while improving patient satisfaction and care coordination through patient portal engagement.

Stoltenberg Consulting's agile support team adapted to significant fluctuating call volumes associated with COVID-19. In 2021, Stoltenberg's Epic MyChart help desk adjusted its staffing to accommodate a call volume increase of over 500% — accomplished with strict adherence to all SLAs and no decrease in the quality of the customer experience. Even post-pandemic, Stoltenberg remained committed to elevating SFDPH's consumer-driven patient engagement through attentive, high-quality Epic MyChart support.

Key Project Deliverables:

  • Seamlessly navigated SFDPH through project changes as initial Epic training needs quickly expanded to include customized MyChart support
  • A combination of Epic Credentialed Trainers and Epic-certified analysts staffed the desk
  • Daily MyChart support spanned the patient population of 100,000+ end users
  • Stoltenberg's scalable staffing model allowed for continuous SLA adherence, despite client call volume increases of over 500%

Boost Patient Engagement and Satisfaction

Boost Patient Engagement and Satisfaction

To learn how the 3x Best in KLAS Tier 1+ Help Desk can drive better patient engagement and care plan adherence through MyChart portal support, contact our executive team today.

MyChart Support

In an increasingly consumer-driven market, health system EHR support must extend to patient portal end users to ensure care alignment. With Stoltenberg's Epic MyChart help desk support, enable meaningful patient portal adoption to boost patient engagement and care plan adherence. Turn to experienced EHR-certified resources, who lead a customizable patient support line addressing FAQs, system set up, access issues, or portal navigation. Empowering patients to be more involved in their care journeys, this engagement results in fewer no shows, reduces lost revenue, and boosts front-end staff efficiency. Let Stoltenberg's MyChart help desk expertly align with your hospital's exact needs, delivering support flexibility for your evolving patient population.