Project Summary
After transitioning to a new electronic health record (EHR) platform, our client sought to outsource their Tier 1 service desk for EHR, patient portal applications, and technology support. Drawing on our experience in EHRs (especially Epic) and growing practice in Managed Services, we partnered with our client to achieve both a smooth initial transition and long-term support for critical pieces of their healthcare technology stack. Over thousands of service desk interactions, Divurgent’s Managed Services solution led to improved service desk response times (59-second average Speed of Answer), higher issue resolution rates (78.7% combined First Contact Resolution), and better user satisfaction scores (9.05 out of 10 average Net Promotor Score). Every project milestone was completed on time and within budget, culminating in a flawless transition without incident.
Scope
Divurgent provides 24/7/365 Tier 1 Clinical Service Desk support and covers the client’s entire Healthcare IT Application landscape, with Epic EHR as the primary demand area. Additionally, we manage their MyChart (Patient Portal) patient support line. On average, our team addresses approximately 3,000 tickets per month, ensuring prompt and efficient resolution of clinical and patient portal inquiries.
“The Account Manager and Manager over the Service Desk are always responsive and provide excellent support.”
Client Overview
With more than 500 physicians and 200 advanced practice providers, our client is a large independent academic physician practice in a northeast metro area. They provide personalized, innovative, equitable, and high-quality care to improve the lives of their patients and families. As an academic medical center, they are dedicated to clinical care, education, the discovery of innovative approaches to wellness and healing, and addressing the health care needs of their local, national and global communities. They provide comprehensive care using cutting-edge approaches in more than 52 medical and surgical specialties for patients at multiple locations.
The Challenge
Our client’s recent implementation of a new EHR presented a multifaceted challenge, requiring the integration and migration of data elements from disparate legacy EHR and other systems, all while transitioning to a unified service desk. Compounded by COVID-19’s disruptions to the supply chain and staffing, the project demanded resilience and agility. Recognizing the need for a partner with demonstrated expertise in managing large-scale EHR system integrations, our client sought a trusted collaborator capable of offering flexibility and adaptability throughout the project.
Our Solution
Striving for a “one patient, one record” outcome, our client set out to integrate their existing EHR data into their new Epic system, while also incorporating other essential applications. Divurgent assembled a dedicated team of experts for comprehensive support and seamlessly collaborated with client-appointed vendors. Divurgent leveraged the client’s Epic documentation and crafted a forward-thinking playbook that guided the integration process and laid the foundation for future support.
The Result
Our client achieved a successful service desk launch that surpassed all expectations. Through over 14,000 service interactions, our client improved in virtually every facet of technical support, from faster response and resolution times to higher issue resolution rates and user satisfaction scores. This increase in efficiency freed up critical staff resources for strategic priorities, while the Divurgent team focused on the rest. Furthermore, every project milestone was completed on time and within budget.
