Legacy Healthcare IT Support

Stoltenberg’s Health IT Legacy Support can be provided on-site and/or remotely. As clients migrate to new EHRs, revenue applications or ancillary systems, this service focuses on providing the same, and in many times, enhanced service levels that end users have experienced with the organization’s internal staff. The goal of this support is to allow the internal staff to exclusively participate with new applications. With this health IT outsourcing, internal staff is not encumbered with supporting legacy application(s), but allowed to focus on the delivery of quality of service, while the maintenance of the overall budget continues.

IT Tier 1+ Service Desk Line (Legacy/Production)

The Tier 1+ Service Desk Line addresses IT problems quickly and effectively, freeing internal IT staff to focus on current implementation projects instead. The Tier 1+ Service Desk Line operates 24/7, 365 days a year with the ability to shadow users for one-on-one user training and fast issue resolution. Before launching a client’s Tier 1+ Service Desk, an in-depth evaluation of service needs runs to create customized solutions and a strategic roadmap for each and every healthcare organization. This helps to align communication, productivity and sense of commonality throughout each organization and beyond simply implementation needs.

The Tier 1+ Service Desk Line provides Tier 1+ and optional Tier 2 support to our clients. Tier 1+ services consist of any issue that requires minimal build activities. These activities do not require deep operational analysis and resolutions have no downstream effects on the system(s) being supported. Examples of Tier 1+ services include password resets for the supported applications, as well as active directory.

Other services include the monitoring of interface engines, job schedulers, SIEV, and EDM job queues. Through our monitoring services, we are able (in many cases) to initiate a trouble ticket with the vendor prior to the client or end users noticing that an issue exists. With the ability to shadow end users, our service team provides one-on-one support to explain proper steps to accomplish a function if we detect there is end-user error, not an application error.