Bay Area Community Health, a California FQHC, Achieves Flexible Epic Support and Staffing

Serving the San Francisco Bay patient community, Bay Area Community Health (BACH), a Federally Qualified Health Center (FQHC), brings more than 70 years of combined service to 27 clinics that stretch from Union City to Gilroy within California.

When transitioning to a unified Epic EHR system through the OCHIN-hosted network, the FQHC sought reliable Epic help desk support. BACH turned to Stoltenberg Consulting, a Med Tech Solutions company, for its 3x Best in KLAS Tier 1+ Service Desk to deliver both Tier 1 and Tier 2 Epic-certified and technical/desktop end-user support, serving as an extension of the health system’s limited IT team.

Now fully under MTS, the help desk provides full-service IT support, training videos, customized how-to instruction sets, KB and documentation development, and reporting, along with transparent, continuous stakeholder communication and SLA performance alignment. As a clinically consultative support hub with ITIL process alignment, the help desk also offers concierge-level support, ensuring physicians can return to direct patient care quickly. Focusing on true issue resolution, not just ticket documentation, MTS agents comprise EHR-certified analysts, credentialed trainers, clinicians, and Microsoft 365-certified resources.

Plagued by ongoing staffing shortages and competition for qualified resources, the FQHC relies on MTS’ FlexSourcing support program to adjust in real time to absorb its evolving IT support needs.

Examples of the FlexSourcing program in action with the client include OCHIN Epic-credentialed training support and program development for both remote and in-class user education, as well as workflow gap analysis and HIM records reconciliation. As their projects and internal team bandwidth change, MTS quickly steps in with skilled resources, serving as a dependable partner for the client’s long-term IT program success.

To learn more about the Epic Service Desk and FlexSourcing program, click here, or submit a request for an executive strategy meeting today.