Go-Live Call Command Center

A health system's new EHR implementation is a significant, high-pressure event, peaking with the go live. If communication isn't effectively handled with end users across the organization, frustrations can mount. Without a seamless transition, support may dwindle from IT initiatives and system adoption can be stifled. Learn how Stoltenberg Consulting partnered with Northwestern Medicine for Go-Live Call Command Center support to lead the health system's transition across the continuum of care.

In 2018 Northwestern Medicine made its full transition to one unified EHR system through its Epic Project One. To seamlessly facilitate the rollout, the health system partnered with Stoltenberg Consulting for 2018 Best in KLAS Tier 1+ Service Desk and Epic Go-Live Call Command Center support.

Stoltenberg's Go-Live Call Command Center mitigated end-user problems quickly and effectively with 24/7 support during the go-live conversion, enabling Northwestern's internal IT staff to focus on application support. The clinically consultative support analysts provided one-on-one end-user shadowing and real time at-elbow support with a comprehensive understanding of hospital workflow and processes. Analysts approached each end-user call as a meaningful interaction. They carefully listened to each caller with empathetic communication for thorough issue resolution, end-user education and documentation.

Stoltenberg led the Go-Live Call Command Center with on-site management as a single point of contact for project oversight, quality consistency and issue escalation. Daily statistical reports included calls per hour, total calls, call abandon rate, first-call resolution and average wait time with call recording. Staffing levels easily adjusted up or down based on Northwestern's immediate needs and call volumes with support from Epic trained support techs, certified trainers and certified analysts. Throughout the major system transition, Stoltenberg served as a flexible partner, blending seamlessly into Northwestern's Project One goals for cross-organizational coordination through a cohesive information technology system.

Project Stats:

  • Go-Live Call Command Center averaged 1,800+ calls a day
  • Supported over 4,000 physicians
  • Project spanned Northwestern's three regions with six hospitals and affiliated medical groups

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