Business Challenge
A major nonprofit healthcare organization made the decision to transition its current EHR system, Cerner Soarian, along with other third-party applications, to Epic. Their desire to leverage the expertise of their clinical, financial, and enterprise scheduling analysts for the Epic implementation led to the pursuit of a partner that was able to provide complete, around-the-clock application support, including break-fix, service requests, system maintenance, and enhancements for their health systems.
Objectives included:
- Competent and consistent performance of existing legacy clinical, financial, and enterprise scheduling systems
- Ability to institute incremental processes and enhancements to their legacy systems
- Predictable and controlled costs
Solution
Experis Health Solutions partnered with the nonprofit healthcare organization to provide an innovative managed solutions approach to assume responsibility for their legacy application support. Leveraging our proven four-phase methodology, we provided a clearly defined systematic approach and successfully delivered the required heritage application support. To minimize organizational disruption and enhance user satisfaction, Experis Health Solutions worked with the organization's leadership to establish Service Level Agreements (SLAs) and identify Key Performance Indicators (KPIs) for consistent review.
Results
We provided a dedicated onsite Customer Site Manager (CSM) who was the strategic liaison between the nonprofit healthcare organization and Experis Health Solutions analysts. The CSM participated in steering committees and managed small service requests, enhancements, projects, and SLAs. Additionally, the CSM monitored staff capabilities to ensure that level of service and performance met the established objectives and to ensure that the staff had the appropriate tools and training to deliver the support services.
Experis Health Solutions realized the nonprofit healthcare organization's goals and delivered significant benefits and outcomes, including:
- Enabled the client's resources to focus on transformation while continuing to provide legacy application and infrastructure support to end users at or above existing service levels and satisfaction rates
- Offered flexibility in ramping up and down staffing requirements for legacy application support and engagement management to match their needs
- Sustained 179 applications and modules across 9 vendors, including Cerner Soarian, Allscripts ED, Sunquest, Siemens RIS, and Siemens SIS
- Provided support for all applications with 1 CSM and 22 Experis Health Solutions resources working primarily remotely
- Delivered a high quality, cost-effective solution to legacy application support.
The success of the partnership between the nonprofit healthcare organization and Experis Health Solutions was realized in several ways
- As the application support level of effort decreased, the client leveraged the flexible staffing model and realized cost savings through Experis Health Solutions staff consolidation and reduction
- Continued legacy revenue systems support to manage accounts receivable balances
- A systematic approach to legacy application decommissioning, resulting in vendor support savings
- Sustained, long-term business relationship evolving from this legacy application support partnership
