Epic Help Desk Support
Cut Epic IT Spending and Issue Resolution Time
Whether moving through an EHR transition, working on Epic new version upgrades, or supporting ongoing end-user needs, is your Epic help desk really helping?
Today's IT departments are pressured by competing projects, budgetary concerns, high turnover and staff burnout, along with an industry-wide lack of qualified IT staffing. Stoltenberg Consulting's Epic Tier 1+ Service Desk Line is the go-to solution, offering all-inclusive packaging or customized support specifically catered to your organization's budget, IT landscape and end-user needs. Whether for select facilities or across your entire health system — nights and weekends or around-the-clock support — our Epic Service Desk is here with flexibility as IT demands and user expectations change.
Named 3x Best in KLAS for Partial IT Outsourcing, Stoltenberg's Epic Tier 1+ Service Desk provides Tier 1+ and optional Tier 2 and 3 support for healthcare organizations. Our extensive knowledge and expertise aids with quick but thorough first-call resolution, Epic system knowledge transfer and workflow optimization throughout the Epic suite of applications.
Efficient Epic IT Help Desk Support
Unlike traditional IT outsourcing options or internal staff performance where the first-call resolution rate average is 50%, Stoltenberg guarantees 75% or higher first-call resolution, driven by specific Epic expertise and critical event experience to anticipate user needs and solve ticket issues quicker. While this is our baseline guarantee, our clients typically see 84% or higher FCR to eliminate clinical care delays and optimize the user experience — whether for operational staff, clinician or patient users.
 Named 3x Best in KLAS for Partial IT Outsourcing (PITO) support |
 1:1 provider sessions to address all clinician EHR special requests or education needs |
 IT support desk EHR break/fix and reporting capability. No escalation required |
 Physician only concierge line for priority response to eliminate clinical care delays |
 Go-live call command center for new system transition or EHR new version upgrades |
 Stoltenberg Consulting was founded in 1995 and has supported Epic clients for more than 17 years |
 84% or more of Service Desk requests are resolved on the first call |
 Resolved an average of 6,800+ calls per month for all Epic clients |
 24/7x365 support, or just nights and weekends, during weather emergencies, all based on you needs |
 Average requester wait time is less than 10 seconds, with only less than 3% call abandon rate |
Tier 1+ Support
- Remote User Set Up
- System Access Requests
- End-User Password Resets
- End-User Security Template Change
- End-User Assistance On Workflow Related Issues Not Requiring System Build
- Override/Overrule Adjustments
- Scheduling Template Adjustments
- Front-End Changes
- Department Appointment Report (DAR)
- Preference Lists
- Smart Text Lists
- Navigators
- Assessment Flow Sheets
- MyChart Patient Portal Support
- Both Clinician and Patient Support
- End-User Training For Function Based Inquiries
- In Basket Functions
- Results In Basket Messages
- Telephone Encounters
- Refill Encounters
- Creating Encounters
- Order Entry
- Verifying User Logged Into Correct Department
- Adding User To Pools
- Navigating The Navigator
- Ambulatory Flow Sheets
- Creating Personalized Schedule
- Adding To A User's Preference List
- Creating Favorites
- Creating Smart Phrases
- How To Use Smart Text
- In Basket Functions
Optional Tier 2 and 3 Support
- EpicCare IP Orders
- Ambulatory
- ADT/Prelude
- Claims
- Radiant
- OpTime
- ClinDoc
- Cadence
- Resolute HB and PB
- HIM
- ASAP
- EpicCare IP Orders
- Ambulatory
- ADT/Prelude
- Claims
- Radiant
- OpTime
- ClinDoc
- Cadence
- Resolute HB and PB
- HIM
- ASAP
While adhering to agreed upon change control processes, our Tier 2 and 3 support covers the system entry, application assignment, and/or immediate resolution for all Master File builds, as well as Advanced Build support requiring Epic Certifications.
To learn how the 3x Best in KLAS Tier 1+ Service Desk can drive down issue tickets, or to hear directly from a current health system client utilizing the program, contact our executive team today.
