Business Challenge
A major nonprofit healthcare organization based in St. Louis was undertaking a big bang Epic go-live for three acute facilities and more than 80 outpatient facilities. Their internal service desk needed assistance with operational strategy, program planning, cost estimation, and staff augmentation. The current service desk staff could not flex up to handle the expected call volume with minimal wait times, so supplemental agents were needed to perform tier 1 and tier 2 Epic support during the go-live.
Solution
We partnered with the client to provide a sustainable approach that supported all end users with minimal wait times, using the client’s ServiceNow system.
Experis® Health Solutions delivered 28 remote experienced Epic resources to supplement the client’s clinical service desk and provide at-the-elbow (ATE) support. Our resources included Epic certified analysts and credentialed trainers, and clinicians. We also assigned a specific lead resource each day to check all tickets and ensure correct routing.
Our consultants operated an omnichannel service desk to handle the increased call volume, focusing on first call resolution interactions via voice, chat, and remote desktop with each end user. Agents provided first call resolution, whenever possible, and placed tickets for issues that required escalation. Agents also provided virtual ATE support to end users.
Our unique solution allowed our client to focus their internal resources on their day jobs while our team effectively managed service desk and ATE support.
Results
Our team effectively completed ticket intake & triaging, ticket routing, first call resolution, and virtual ATE support.
We provided appointment conversion support through Go-Live Support, taking more than 3,400 end-user calls, meeting all client SLA requirements, and delivering the project under budget, which allowed them to funnel their funds into other pressing projects.
