Case Study

Clinical Service Desk:
Keeping Physicians and Clinicians Satisfied After Go-Live

 

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Allegheny Health Network (AHN) undertook an initiative to implement Epic throughout its entire health system, including over 200 clinics. Once many sites had gone live with Epic, the AHN Help Desk received a dramatic spike in activity for Epic related tickets. Without the necessary expertise, issues soon arose around triaging Epic tickets and resolving “how to” calls. The end result was an overwhelmed AHN Help Desk and frustrated end users. To help with this challenge, AHN engaged Leidos Health to implement and staff an Epic Clinical Service Desk to provide knowledgeable Epic support for their physicians and clinicians.

Read how Allegheny Health Network and Leidos Health worked together to:

  • Handle 100+ Epic tickets per week
  • Deliver a 99.4% overall average closing rate for new tickets
  • Average a call answer time of only ten seconds

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