Fluidly Adjusting IT Support for Evolving Mission Critical Demands

As workforce challenges continue to evolve, hospitals and health systems are under increasing pressure to meet growing IT demands without overextending limited internal resources. When faced with mission-critical demands, Cambridge Health Alliance, based in Cambridge Massachusetts, turned to a trusted healthcare IT partner for flexible support and vendor transparency through the FlexSourcing program. This engagement originated with Stoltenberg Consulting, now a Med Tech Solutions (MTS) company.

Since August 2019, the MTS team has led Cambridge Health Alliance’s Epic Tier 1+ service desk support across all health system facilities and hospitals, including Cambridge Hospital, Everett Hospital and Somerville Hospital, as well as associated health centers and clinics, acting as a clinically consultative IT help desk. With built-in ITIL processes, support spans access requests, end-user assistance with workflow related issues, override/overrule adjustments, front-end changes, department appointment reports (DAR), preference lists, smart text lists, smart phrases, assessment flow sheets, favorites, refill encounters, encounter creation, order entry, user department login verification, navigation, ambulatory flow sheets and personalized schedule creation, along with in-basket pulls for providers and end-user training for function-based inquiries. MTS analysts respond around the clock, offering one-on-one user shadowing to expedite problem identification and end-user knowledge transfer.

As a unique added depth of clinical care issue resolution, MTS also operates a separate physician-only concierge line for CHA. This dedicated line offers physicians immediate response and resolution priority to eliminate clinical care delays, freeing up physicians for vital patient interactions. Facilitated by MTS Epic Tier 1+ Service Desk nurses, credentialed trainers and certified analysts, this value-added solution comes at no additional fee.

Through its partnership with MTS, CHA has gained IT support cost savings through a pricing structure with a distinctly more robust Tier 1+. Since September 2019, first-call resolution has gone from approximately 21% to a consistent 80% or higher. In turn, Med Tech Solutions’ support streamlines CHA’s Epic end-user issue resolution, increases physician satisfaction and alleviates overburdened internal IT staff, helping elevate the health system’s overall IT project capabilities for value-based care growth.

When there is more thorough training and knowledge transfer in the first service desk interaction, this leads to a decrease in end-user repeated errors or time-consuming workarounds. With MTS, when end users get the right answers and education on the first call, that translates to savings in cost per call, as well as significant time back for revenue-generating clinical care interactions.

During the COVID-19 pandemic, Cambridge Health Alliance’s workforce and support needs changed dramatically as the organization rapidly expanded remote operations. In response, the MTS team adapted by providing remote desktop user setup and maintenance alongside comprehensive Epic end-user support. This additional layer of support enabled a smooth transition to remote work while helping the health system maintain operational continuity.

With MTS serving as a reliable 24/7 resource, Cambridge Health Alliance’s internal IT team was able to focus on high-priority initiatives, including command center development, testing-site data coordination, and telehealth expansion. As organizational priorities evolved, the partnership extended beyond operational support, with MTS collaborating directly with health system leadership on strategic initiatives, including financial recovery planning and CARES Act funding considerations. This ability to scale services and adapt to changing needs highlights the flexibility and value of the established FlexSourcing partnership.

At the time of this engagement, services were provided by Stoltenberg Consulting, now a Med Tech Solutions’ company.

 

“When COVID-19 came, we turned a large workforce into a remote group overnight. We soon realized that we needed help with assisting those calling in for IT support, and Stoltenberg Consulting helped us with that extra volume very quickly. Working with the vendor has been an exceptional experience. We could call and train the staff members in a short time frame. We have had a great experience with the vendor. Stoltenberg Consulting has been supportive through COVID-19. We are continually jockeying back and forth. We are continually flipping and changing the build. The vendor has completely adjusted to our pace.

What allows Stoltenberg Consulting to quickly jump in and help customers is their flexibility and knowledge base. When I ask for something on short notice, the vendor knows how to do it because they just did it for another customer. We just have to send them our specific information. I could add a module here or there. Stoltenberg Consulting has individuals who know our enterprise vendor and their products. Stoltenberg Consulting has built a good foundation over time. Even the CEO gets on the phone calls and asks what we want them to do.”

—Cambridge Health Alliance CISO

Quote collected by KLAS research

 

This serves as just one example of on-demand, immediate remote health IT service support flexibility delivered to our network of health system clients across the country. We’re readily available and here to help, no matter your organization size, budget or timeframe.