Stoltenberg Consulting, Inc., a leading healthcare information technology consulting firm, announced today the go-live of its Epic EHR support help desk forHartford HealthCare (HHC), a Hartford, Conn.-based full-spectrum healthcare system with 1,473 staffed beds. Supporting over 15,700 Epic Systems Core Enterprise end users, the help desk serves HHC’s primary and specialty groups of ambulatory physicians, Windham Hospital and MidState Medical Center. The Stoltenberg help desk service line will add on Hartford Hospital in August with additional go-lives set for The Hospital of Central Connecticut and Backus Hospital in 2017.
“Hartford HealthCare has partnered with Stoltenberg to support our Epic EHR system with virtual at-elbow help desk service,” Beth Crabtree, HHC CareConnect program director said. “We now have one number and unified knowledge source for all our users, from nurses and physicians to registration and billing, to contact for any issues. This has streamlined our processes while increasing patient satisfaction and end user adoption.”
Offering 24/7, year-round support, the Epic help desk receives, manages and resolves questions related to supported technology for HHC applications, including triage, problem resolution and closure. Within its first month live, Stoltenberg’s Epic help desk handled over 1,300 calls.
Utilizing Remedy as a service desk infrastructure, Stoltenberg has provided Hartford HealthCare with service desk implementation, integration, a single point of contact for centralized HD, web portal support, patient portal support, hourly monitoring services and continued applications support.
Stoltenberg also provides HHC with best practices for incident management, escalation procedures, problem resolution, alerts and notifications with consulting monthly reports of service desk statistical data tracking interaction volumes, incident management, first-call resolution rate and trouble ticket details.
Typical tasks addressed by the tier 1 Epic help desk services include but are not limited to end user assistance with workflow-related issues (not requiring system build), override/overrule adjustments, preference lists, smart text lists, assessment flow sheet, end user training for function based inquiries and order entry.
For more information on Stoltenberg’s Epic help desk services, please click here or visitwww.stoltenberg.com.
About Stoltenberg Consulting
Founded in 1995, Pittsburgh-based Stoltenberg Consulting, Inc., a seven-time Inc. 5000 list of U.S. fastest-growing private companies honoree, provides healthcare organizations with a variety of services including system selection, project management, implementation support, optimization and integration between systems. Stoltenberg consultants, averaging 15 years of experience, hold skills in both financial and clinical systems, offering expertise for Cerner, Siemens, Epic, Meditech, NextGen, Allscripts and McKesson customers. For more information call (412) 854-5688 or visit www.stoltenberg.com.
About Hartford HealthCare
Hartford HealthCare (HHC) represents the next generation of integrated healthcare systems, marked by strong patient focus, heightened efficiency, consistent quality performance and open, collaborative sharing of best practices. It is dedicated to providing patients with exceptional, coordinated care and a single, high standard of service. Connecticut’s most comprehensive healthcare network, Hartford HealthCare has more than 18,000 employees working in five acute-care hospitals, numerous specialty and primary care physician practices, an extensive behavioral health network, and community services that include nursing homes, assisted living, home care, in- and out-patient rehabilitation and service lines that include comprehensive cancer care, bone and joint care, cardiovascular care, and neuro-muscular care. HHC’s operating revenue tops $2.4 billion annually.