Go-Live Call Command Center

Strategizing EHR Implementations and New Version Upgrades

A healthcare facility's EHR implementation is a significant, high-pressure event, peaking with the new system go live. While most hospitals have tackled the initial transition, the battle to maximize system ROI continues. The implications of a lackluster go live are ongoing concerns in the era of vendor required EHR new version upgrades.

During both an EHR implementation and upgrade, 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. However, the pool of qualified health IT staff continues to be limited, with providers looking for IT support for the service desk and clinical application support. According to Computer Economics, large and mid-sized organizations have increased outsourcing spend 38 percent for their IT budgets. Many of these facilities choose to outsource service desk functionality due to the commodity of skills needed for effective support and the economies of scale service providers can offer for cost savings. This especially comes into play for staffing flexibility required to drastically ramp up and adjust for system upgrade and conversion end-user support. An outsourced IT service desk reduces expenses in the long run, while decreasing lost internal IT staff and patient care time.

A Case For FlexSourcing: Northwestern Medicine's Epic Implementation Go-Live

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's FlexSourcing Program for completely remote 3x Best in KLAS Tier 1+ Service Desk and Epic Go-Live Call Command Center support.

Stoltenberg's virtual Go-Live Call Command Center mitigated end-user problems quickly and effectively with 24/7 support during the go-live Epic 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
  • Initial project spanned Northwestern's three regions with six hospitals and affiliated medical groups

New Version Upgrade Support

As the competitive health system continues to expand its patient population and make M&A moves, Stoltenberg easily adjusts to new user base needs. In spring 2019, Northwestern successfully deployed its cumbersome Epic new version double upgrade, as an extension of its Project One unified EHR initiative. Then just a few weeks later, as it continued to expand with newly acquired facilities, the health system completed the Northwest Region's Epic new version ambulatory go live. During these events, Stoltenberg proactively led the Epic Go-Live Call Command Center for both system transition and upgrade support. Even today as the health system strategically grows, Stoltenberg stands readily flexible to adjust to staffing and skill mix demands to maximize EHR system utilization. This support agility enables the health system to focus its sights on sustained competitiveness in the value-based care landscape.

Start Your EHR Upgrade or Conversion Strategy Now

Initiate seamless remote new system or new version upgrade adoption through FlexSourcing's built in Go-Live Call Command Center option.